Help Desk Manager
Resume:
Richard Thompson
Henderson, NV 89011
714-***-**** (home)
702-***-**** (cell)
********@*****.***
Summary
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired
skills within a Tier One, Two or Three Technical Support and/or Help Desk role. Work well independently, or in a
group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. I have
in-depth knowledge and understanding of numerous software packages and operating systems; Skilled in providing
Customer and End-User Help Desk Support; Easily identify and resolve technical issues and concerns; and have
excellent communication and presentation capabilities.
Objective
To obtain a career in the Information Technology field that will enhance my current knowledge of analytical support,
with strong regards to project management.
Work Experience
November 19, 2013 to present
Pacific Links International
Help Desk Associate
• Responsible for hands-on hardware and software troubleshooting.
• Applied current network protocols, operating systems and standards
• Delivered extensive equipment support experience with all Microsoft desktop operating systems products
• Participate in all ‘special project’ deployments and repairs for 16 golf resort properties.
• Perform maintenance and repairs on all pc’s and MAC machines on golf resorts
• Document time and processes in Help Desk ticketing system
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon
SLA timeframe.
• Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain
proper functioning
August 12, 2013 to November 19, 2013
Apple One (contractor to Clark County School District)
Help Desk Associate
• Responsible for hands-on hardware and software troubleshooting.
• Applied current network protocols, operating systems and standards
• Delivered extensive equipment support experience with all Microsoft desktop operating systems products
• Participate in all ‘special project’ deployments and repairs for the school district of 356 schools.
• Perform maintenance and repairs on all pc’s and MAC machines in the school district
• Document time and processes in CA ticketing system
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon
timeframe.
• Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain
proper functioning
February 15 to August 9, 2013
EZTech (contractor to the Environmental Protection Agency)
Help Desk Senior Associate / Desktop Support
Manager: Johnny Williams
• Receive and document customer requests for assistance (via phone, fax, e-mail; or walk-in)
• Provide timely and accurate resolution of cSupport tickets.
• Support EPA (Environmental Protection Agency) and CSC in organizational transitions and migrations
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon
time frame.
• Provide timely reporting to upper-management outlining field events and call center averages
• Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain
proper functioning
• Instrumental in developing Business Continuity and Disaster Recovery plans for EPA office of
Environmental Research and Development sites in Las Vegas and Corvallis..
• Supported and trained the users to handle different software application as per requirement.
• Responsible for hands-on hardware and software troubleshooting.
• Applied current network protocols, operating systems and standards
• Delivered extensive equipment support experience with all Microsoft desktop operating systems products
.
October 26, 2008 to February 12, 2013
Hospital Corporations of America
Senior Service Desk Lead
Director: David Chia
• Provides after hours, remote and on-call support as needed.
• Provide Technical Training to Service Desk and Hospital staff as needed.
• Coordinate and maintain coverage for all IT Services; inclusive of Help Desk, Field and System Support
• Proactively monitor Security Systems for after hour support
• Provide System Administration for Far West Facilities, activation/reactivation of GE Centricity, Active
Directory, Meditech, GHX Medibuy, Corporate Express E-Way, KRONOS, SMART, and HOST accounts
• Adhere to HIPAA Compliance Regulations/ Maintains and protects confidentiality with regard to all aspects
of patient care and employee information.
• Addresses and resolves basic incidents and requests; logs all incidents and requests via Remedy Ticketing
System; engages other service desk resources or appropriate service resources to resolve incidents that are
beyond the scope of my ability or responsibility
• Receive and document customer requests for assistance (via phone, fax, e-mail; or walk-in)
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to
resolve requests on first contact.
• Creates a positive customer support experience and builds strong relationships through deep problem
understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling
customers with a consummately professional attitude.
• Adheres to Code of Conduct and Mission and Value statements.
• Designed and implemented customer call-center support procedures
• Creation of Knowledgebase articles and maintenance of prior articles
December 18, 2006 to November 4, 2008
Computer Sciences Corporation (contractor to the Environmental Protection Agency)
Help Desk Senior Associate / Desktop Support
Manager: Johnny Williams
• Receive and document customer requests for assistance (via phone, fax, e-mail; or walk-in)
• Provide timely and accurate resolution of cSupport tickets.
• Support EPA (Environmental Protection Agency) and CSC in organizational transitions and migrations
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon
time frame.
• Provide timely reporting to upper-management outlining field events and call center averages
• Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain
proper functioning
• Instrumental in developing Business Continuity and Disaster Recovery plans for EPA office of
Environmental Research and Development sites in Las Vegas and Corvallis..
• Supported and trained the users to handle different software application as per requirement.
• Responsible for hands-on hardware and software troubleshooting.
• Applied current network protocols, operating systems and standards
• Delivered extensive equipment support experience with all Microsoft desktop operating systems products
April 04, 2005 to February 05, 2007
Westgate Owner Relations
Supervisor
Manager: Dana Allen
• Create, revise, and cancel Timeshare Owner reservations via Dejawint I system
• Provide training and development for all current Team Members
• Create and update training documentation
• Assist with all IT hardware and software implementations
• Maintain outstanding rapport with current owners
• Service all Westgate Resort Owners whose accounts are at least 30 days old
• Overcome default objections, as well as coach other agents on overcoming objections
• Oversee floor operations
• Provide precise/accurate information to agents to aid them in assisting owners with any inquiries
• Documenting all inquiries, complaints, transactions and dialogue with regards to owner calls via Dejawint I
and CSD systems
• Correct Vegas Team returned CSD Issues, as well as coach agent who initiated the Issue
• Execute transactions with regard to maintenance and tax/mortgage payments
• Provide overrides for agents creating weeks for developer deposits
August 20, 2003 to April 1, 2005
Eclipse
Systems Analyst
Manager: Joe Nash
• Coordinates with quick response team to troubleshoot hardware, software and/or network operating
problems.
• Performs detailed reviews and analysis of support efforts including the implementation of potential process
changes, new technology and other factors/trends impacting client service levels.
• Provides input and works with customers as well as management on the status of current resolution efforts
and attends daily/weekly meetings.
• Prepares functional test plans, conducts process tests and confirms results. Develops sampling methodologies
by applying standard statistical techniques and software packages. Develops and maintains sampling systems.
Performs data sampling and provides interpretation.
• Provides data for input to daily logs, turnovers, reruns, and equipment malfunction reports to ensure the
highest service levels are maintained.
• May provide technical advice, providing front line telephone support for system users with complex issues
by resolving or conferring with the appropriate technical or systems personnel.
• Provides analysis in the tracking and reporting of maintenance and may design and recommend methods for
system improvement including procedural steps, increased training, and enhanced documentation.
• Provides interpretive analyses, preparing flowcharts and associated diagrams/ enhancement plans as required.
• May provide technical/project guidance to Technical Assistance Center Technicians during the
troubleshooting process, training on new products and assistance in the development of their skills.
January 20, 2002 to August 16, 2003
First Data
Credit Card Customer Service Representative
Manager: Vickie Holder
• Educate cardholder on member benefits and address inquiries via inbound calls
• Maintain rapport between members and financial institution by communicating bonuses, otherwise unknown
to the member
• Maintain secure network between financial institution and member via verifications
• Update member information, upon request, via AS400 database system
• Increased/decreased credit limits with $15000.00 underwriting capabilities
• Cross-sell new products and other lines of business within the financial institutions product line
June 20, 2001 to July 22, 2001
(Adecco)
Dental Benefits Customer Service Representative
Manager: Nancey
• Educate member/dental practitioner on member’s benefits
• Process dental claims
• Educate member on paid benefits via EOB letters
• Maintain member security via verifications
December 5, 1995 to November 19, 2000
MCI Worldcom
Mobile Solutions Platform Manager
Manager: Nicole Mercier
• Coordinate Software integration and implementation, while maintaining data integrity.
• Preparing weekly and monthly reports, while adhering to time constraints.
• Managing and scheduling conversion implementation.
• Maintain equipment inventory logs.
• Maintain Network Security for end-users.
• Create and implement imagine software
• Train trainers for end user courses
• Managing consultant and contractor budget; saving the company $1.3 million in 1997 and $1 million in
1998.
• Remedied system malfunctions and alerted field/in-house technicians for expeditious rectification and
closure of Help Desk trouble tickets.
Specific Skills
Fourteen years IT Experience
Eight years Managerial experience
Security Clearance
Familiarity with all Microsoft Office products
Technical Specifications Development
Familiarity with html, java and VB5 languages
Capable of working alone, or within a team, to provide quality technical support.
Team and Project Leadership
Education
• 1995 to 1997
Tulsa Community College
Major: Psychology
• 1991 to 1993
Central College
Major: Christian Counseling
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