Project Manager Management

Martha S. Pompey

Cell Phone: 706-***-****

*** ******** ******

Home Phone: 706-***-****

Monticello, GA 31064 E-

mail: *******@*********.***

WORK EXPERIENCE

Central Georgia Technical College

Macon, GA

Helpdesk Manager Dec

2005-Jun 2013

Overseen 100% of the requests, incidents and problems; managed and

coordinated urgent and complicated support issues; acted as escalation

point for all requests and incidents; developed and matured phone/ticket

escalation processes to ensure free flowing escalation and information

within the organization; determined root cause of issues and communicate

appropriately to internal and external customers; trained, coached and

mentored Service Desk Specialists to include career development; overseen

staff activities; built/obtained (from other departments) training material

for support staff; as needed, scheduled employees working times and

provided backup support; interacted with internal and external customers;

provide data and trends to IT department and others; developed strategies

for improvement; worked to make Helpdesk the single source of truth and

service delivery channel for IT; monitored and managed phone queue

(participating in escalated calls as needed); developed an effective and

workable framework for managing and improving customer IT support in the

organization; advised management on situations that may require additional

client support or escalation; managed process for communicating

outage/emergency activities to the organization; interacted with vendor

relationships as it depends on daily operational needs; provided PO review

and approval/budgeting responsibility; reviewed survey feedback to improve

services, tools and support experience; kept confidential all applicant,

client, and verification and company proprietary information; configured

Altiris Helpdesk for implementation to the campus; maintained school's

website; provided technical computer support to faculty, staff, and

student; project manager for the implementation of Altiris Helpdesk,

constructed technical documentation to new helpdesk system; trained

faculty, staff, and students on the use of the system; configured and

tested software, trained instructors on the use of newly installed

software; managed Active Directory Accounts; supported mobile devices such

as Blackberry and Android phones; implemented projects for

testing/upgrades.

Georgia College & State University

Milledgeville, GA

Management Information Specialist/Helpdesk Coordinator

Aug 2004 - Mar 2005 Interviewed user to collect information about problems

and lead user through diagnostic procedures to determine the source of the

error; determined whether problem caused by hardware or software; handled

problem recognition, research, isolation and follow-up for routine user

problems, referring more complex problems to supervisor or technical staff;

logged and tracked calls using problem management database, and maintained

history records and related problem documentation; prepared standard

statistical reports, such as help desk incident reports; analyzed and

evaluated incident reports and made recommendations to reduce help line

incident rate; consulted with manager to explain software/hardware errors

or to recommend changes to programs; supported all levels of problem

resolution for end-users on standard platforms and systems; trained,

scheduled and/or developed/delivered training for use of standard hardware

and software; fostered interactive and integrative relationships between

end-users; researched vendor relations while maintaining current

understanding of technology and support of end-user needs for acquisition,

installation and maintenance of standard hardware and software; gathered

data and maintained adequate documentation for analysis and management of

computing support; performed wireless configuration; requested, setup, and

reset passwords, created new user accounts using Active Directory;

supervised employees and graduate assistants; conducted training sessions;

advised the Technical Project Manager on procedures needing further

development; continuously reviewed and develop the SERVE Help Desk manual.

EDUCATION

Central Georgia Technical College

Macon, GA

Associate Degree, Networking Specialist

Graduated, June, 2008

Georgia College & State University

Milledgeville, GA

B.B.A, Management Information Systems

Graduated Dec, 2005

REFERENCES: Provided upon request.

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