Manager Help Desk
Resume:
LAHOMA Williams
Northport, Alabama 35476
Email: *********@*****.***
Cellphone: (205) 826 - 6694
Career Overview
I am seeking a challenging and professional career with a National Service Help Desk by providing extensive customer service satisfaction and technical problem solving skills in a professional manner.
Education
•Stillman College 1989 - 1994; Tuscaloosa, Alabama; B.S. Computer Science
•Virginia College 2009 - 2012 Birmingham, Alabama; M.S. Cyber Security
Work Experience
Site Lead Supervisor/Trainer Adams Communications & Information Technology; Tuscaloosa, Al July 2013 to Present
• Manage the processing of incoming calls from the helpdesk via both telephone(Agent 8.0) and e-mail requests(Microsoft Outlook) to ensure courteous, timely, and effective resolution of end users.
• Record, track, and document help desk requests through Service Desk Manager.
• Escalate problems to the appropriate experienced technician.
• Train new NSD Help Desk Technicians by using Service Desk Manager to create tickets, Talent Management Systems (TMS) to search for end-user accounts etc. and Profile Maintenance to transfer end-user domains etc.
• Provide technical software, hardware and network problem resolution to computer users and email users by performing question and problem diagnosis over the phone in a call center environment.
• Communicate technical solutions in a user-friendly and professional manner on a one-on-one end-user needed basis.
• Test and resolves healthcare courses over the phone and through emails to government and commercial customers worldwide.
Primary Lead Trainer Adams Communications & Information Technology; Tuscaloosa, Alabama February 2013 to July 2013
• Manage the processing of incoming calls from the helpdesk via both telephone(Agent 8.0) and e-mail requests(Microsoft Outlook) to ensure courteous, timely, and effective resolution of end users.
• Record, track, and document help desk requests through Service Desk Manager.
• Escalate problems to the appropriate experienced technician.
• Train new NSD Help Desk Technicians by using Service Desk Manager to create tickets, Talent Management Systems (TMS) to search for end-user accounts etc. and Profile Maintenance to transfer end-user domains etc.
• Provide technical software, hardware and network problem resolution to computer users and email users by performing question and problem diagnosis over the phone in a call center environment.
• Communicate technical solutions in a user-friendly and professional manner on a one-on-one end-user needed basis.
• Test and resolves healthcare courses over the phone and through emails to government and commercial customers worldwide.
Help Desk Analyst Adams Communications & Information Technology; Tuscaloosa, Alabama December 2012 to February 2013
• Manage the processing of incoming calls from the helpdesk via both telephone(Agent 8.0) and e-mail requests(Microsoft Outlook) to ensure courteous, timely, and effective resolution of end users.
• Record, track, and document help desk requests through Service Desk Manager.
• Escalate problems to the appropriate experienced technician.
• Provide technical software, hardware and network problem resolution to computer users and email users by performing question and problem diagnosis over the phone in a call center environment.
• Communicate technical solutions in a user-friendly and professional manner on a one-on-one end-user needed basis.
• Test and resolves healthcare courses over the phone and through emails to government and commercial customers worldwide.
Dynamic driver MDE Systems; Vance, Alabama January 2011 to December 2012
•Tests drive Mercedes vehicles as they come off of the WSA line.
•Communicate with team leaders about issues found on the vehicles.
•Assist in training others about the rules and regulations of driving on the test track.
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