Help Desk Management

Ashley Jackson **** Capital Circle SE, Tallahassee FL 32311

Cell: 267-***-**** Email: *****************@*****.***

Career Profile:

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a 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. 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. Excellent communication and presentation capabilities. Thrives in fast-paced, highly dynamic environments

Professional strengths:

Excellent oral and written communication skills

Possess excellent statistical and analytical skills

Goal-oriented and ability to work under pressure

Possess excellent interpersonal and management skills

Assisted children with school and non school issues and projects

Technical Proficiencies:

MS Windows XP/Vista/7, Server 2003/2008, Mac OS X, Mobile OS, Active Directory

MS Office Suite, McAfee Security Suite Adobe Acrobat

Network server configuration and setup, PC workstations, peripherals and notebooks

Professional Experience:

Kaye Scholer June/2013 – Present Team Lead/Supervisor

Walk customer through problem-solving process issues and problems

Respond to requests for technical assistance by phone, email and/or using a ticket management system

Track issues to resolution updating the internal knowledgebase and/or communicating learning’s with relevant business units

Quickly and accurately determine incident scope and impact.

Follow up on tickets at pre-defined intervals until resolved

Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams

Provide application support for Adobe, Microsoft office suite, Nuance, Filesite

Project management

Setting up mobile devices on Bes Server, Good, and Sam Management console

Add users to Mobile Iron for mobile e-mail applicability

Morgan Lewis August/2012 – November/2012 Helpdesk Analyst

Ensure that all Help Desk performance metrics are consistently met or exceeded

Oversee daily Help Desk operations

Provide Help Desk operation improvements and recommendations, including Standard Operational Procedure (SOP) improvements

Provide training, coaching and mentoring for the Help Desk staff

Provide regular Help Desk performance updates to the CIO

Act as a liaison for the Help Desk, with the various Global Business Units

Provide application support for Adobe, Microsoft office suite, Nuance

Swartz Campbell LLC April/2012 – July/2012 IT Analyst

Diagnosis of desktop, application, networking and infrastructure issues.

Experience of supporting a wide and varied client base

Troubleshooting PC’s, laptops and mobile devices

Adding/Deleting users to Active Directory

Responsible for recommending necessary changes in methods and procedures in appropriate areas

Solved technical problems by applying various programming principles

Handled the task of reviewing work progress with senior management team

Performed tasks as per the technical specifications

Responsible for purchasing/inventory of new equipment

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Run reports to determine malfunctions that continue to occur

Personnel management of the Help Desk staff to ensure KPI’s are established and met

Help Desk Staff scheduling to ensure adequate coverage is provided to meet business requirements

Track and monitor timely problem resolution

Responsible for creating help desk manual for problems and solutions

Set users up with email address within Google apps for business

Philadelphia School District September/2008 – April/2012 Computer Support Specialist

Proficient in troubleshooting hardware & software issues in both Macintosh and PC computers

Hands-on technical skills in high-stress environments

Superb organizational skills and meticulous attention to detail

Project Management and Technology Instruction

Created new security measures to protect all technology within the school

Experience with installations, upgrades, backups, and remote support

Imaging experience in both Macintosh and PC computers

Skilled in providing Customer and End-User Support

Strong technical support experience with a background in multi-platform systems and educating other staff on information systems topics.

Experienced in installing, configuring, and troubleshooting various aspects of workstations and servers. Skilled to installing and configuring MS WINS, DHCP and DNS servers

Deploy updates and installs via SCCM.

Educational Summary:

Walter Biddle Saul High School 9/2002-6/2006

AmeriCorps-Digital Service Fellowes 9/2008- 6/2009

Community College Of Philadelphia 8/2008-8/2010

References available upon request

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