Committed to interact cordially with a wide range of personalities, satisfy customers and handle difficult situations with patience and tact. Skilled in resolving various technical issues and processes in a timely manner that is easily understood by clients. Superb listening and questioning skills in order to achieve complete resolution and customer satisfaction.
Coordinated help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers. Planned, developed and implemented new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.
Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact. Analyzed help desk activity and made recommendations for increased organization efficiency and effectiveness. Created long term strategies for growth and preservation and career development plans of the help desk group members by providing the staff with additional training and resources.
Conducted periodic performance evaluations and annual personnel reviews for staff members. Coordinated with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned and executed a worldwide laptop replacement. Support tools included desktop operating systems; PC, laptop, and server applications; telecommunication support; e-mail, calendaring and handheld platforms; office automation tools; Intranet and video teleconferencing support solutions and remote user support.
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Create a Resume in Minutes. Senior Help Desk Administrator. Help Desk Administrator Specialist. Assist Cybersecurity managers with maintaining the MTC Risk Management Framework RMF compliancy Develop strategies and solutions associated with the project, and manage their implementation, optimising cost, schedule and performance activities Work performed is generally basic to moderately complex processing, review, or other administrative based Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system Provide first line response for users requiring assistance with IT issues and problems A good working knowledge of PC hardware and network Assists in the development of training materials such as exercises and visual displays.
Read our complete resume writing guides. Ability to work under time pressures while maintaining a customer service attitude Experience in troubleshooting hardware, software and network connectivity issues Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes Self-motivated with attention to detail Organizes workload, sets priorities and works within deadlines Maintains confidentiality of information Experience with ServiceNow ticketing system Must have flexibility for working rotating on-call schedule and backfilling for peers when coverage is needed Four years related experience.
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions Knowledge of and the ability to implement application software within an organization in order to help end-users perform specific tasks ex: Provide on-site and remote account administrative support to database user populations of multiple community organizations.
Using excellent customer service and communication skills, provide highly responsive technical support and assistance to PNC employees Resolve a wide array of issues relying on a knowledge base and established procedures for effective execution Manage ticket documentation and follow-up Responsibilities are generally tactical in nature Primary focus is on daily deliverables of routine and defined outputs Works under direct supervision within a specific area Work performed is generally basic to moderately complex processing, review, or other administrative based Independent discretion or decision making is typically limited Decisions made are normally within a prescribed framework of established boundaries for which the employees must not deviate Maintains a positive and flexible approach toward changes that are introduced in the environment on a continuous basis.
Support includes, but is not limited to: Assist end users with installation, usage and troubleshooting personal communication devices cellular phones, Smart Phones, etc.
To be the point of telephone contact for Helpdesk and IFM Employees To answer, log, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel to undertake the tasks On a daily basis, staff will be expected to make decisions regarding service delivery. Where conflicting priorities arise they will need to assess the task and direct staff appropriately within set guidelines and protocols To report system and equipment faults to the appropriate personnel Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of IFM.
Previous experience in customer support, computer operations, system administration, or a related area Prior experience administering workstation technology in a multi-platform production environment is a plus Hardware installation and component troubleshooting HP monitors including HP DreamColor and Hyundai Stereo monitors Nvidia and AJA graphics cards, CentOS; experience with Fedora and BSD is a plus Windows 7, Windows server experience is a plus Application installation and configuration Browser-based email clients; experience with Zimbra Productivity Suite is a plus Microsoft and Apple business and productivity applications, including Office, Project, iWorks Adobe Creative Suite Video production and playback applications, including QuickTime Pro, Final Draft, Fluendo A proven technical aptitude, indicated on resume and supported by technical references Ability to relate to and effectively communicate professionally with all levels of employees.
MS Windows and higher Database Systems in use: Requires 1 year related work experience Excellent speaking and written communication, strong interpersonal skills, strong customer service and relationship management skills, knowledge sharing, and quality assurance Preferred skills:
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Find the best Service Desk Manager resume samples to help you improve your own resume. Each resume is hand-picked from our large database of real resumes. Logging of new helpdesk calls on in-house and customer helpdesk applications Distribution and constant following up on logged calls Closing of calls upon completion.
Nov 06, · Help Desk Administrator Resume Samples and examples of curated bullet points for your resume to help you get an interview.5/5(4). Robert Pettit Layman Court Gainesville, GA () [email protected] Job Objective Help Desk Administrator looking for position w.