Help Desk Call Center
Resume:
Franklin Brown
Knoxville, TN **931
ad4bq0@r.postjobfree.com
Work Experience
Call Center Engineer
Insight Global
SAIC
July 2021 to May 2022
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Document user issues through the Remedy ticketing system and escalates as required.
Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering teams to restore service and/or identify and correct core problem.
Senior Pastor
Mt. Moriah FBH Church - Knoxville, TN
January 2013 to Present
Oversee spiritual and administrative functions of the church
Help Desk Manager
Elavon
November 2018 to October 2019
• Manage team responsible for providing Tier 1 Help Desk Support for Internal Elavon and US Bank users
• Provides management guidance by directing, motivating, and developing staff
• Develops, implements, and maintains policies and procedures for client problems and resolutions
• Assist in providing proper staffing to support the processing of Service Catalog requests and Service Desk Incidents
• Provide various statistical reports to Senior Leadership reflecting the functioning of the HD
• Participate in Administrative strategy and goal sessions with SC Management
• Supervises operational effectiveness during changing call volumes
• Performs interviews for agent positions. Provides assistance with regard to agent goals, training, development, operational standards, and policies/procedures.
• Provide coaching sessions with agents to assist in providing tools necessary for successful goal attainments on the Help desk
IT Analyst
AESSEAL
May 2018 to November 2018
Provide Help Desk Support and Customer Service for internal end users
Configure and deploy new laptops/workstations as needed
Conduct new hire IT orientation
Perform other IT projects as directed by IT Manager
Customer Service Administrator
AESSEAL
May 2016 to May 2018
Provide Client Support and Customer Service for the domestic/international consumers, distributors, and sales personnel for the US headquarters office of this international firm.
Provide application and protocol support to branch offices
Process new product orders and provide status updates when requested
Create statistical analysis reports and presentations using Excel, PowerPoint and MS Access
Perform various ad-hoc duties as requested
Litigation Support Supervisor
Skadden Arps
April 2004 to January 2013
Supervised the Litigation Help Desk Group for Skadden, Arps, Meagher, and Flom
Managed work flow and tracked all incoming calls using Heat Call Tracking Software
Provided class room and one on one training to legal assistants and Attorneys in LitigatioSupport applications (Documatrix, Livenote, Concordance)io
Provided daily, weekly, monthly, and annual status reports on all Help Desk activities for management
Managed shift schedules for all staff ensuring proper coverage for all required shifts
Review and approve all weekly time sheets and expense reports for non-exempt staff.
Provide career development and mentoring for Application Support Specialists
Responsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analyst
Assisted Legal Technology Manager and other firm Team Leaders on various projects as appropriate.
Call Center Supervisor
Save the Children
June 2002 to December 2002
Supervised Call Center Analysts who provided technical support for Field Representatives.
Conducted weekly training sessions to reinforce Customer Service Skills and procedures
Provided technical orientation for all new employees
Responsible for interviewing, new candidates and providing feedback to promote a healthy team atmosphere
Help Desk Manager
Coretech Consulting
October 2000 to April 2002
Managed and supervised the Client Services Department for Sanofi-Synthelabo, Inc.
Managed work flow and tracked all incoming calls using Remedy Help Desk Management
Provided Help Desk and Desktop Support for 400 in-house clients and 150 remote clients
Served as third level escalation point for analysts
Conducted daily/weekly/monthly Help Desk status review meetings with IT Managers and Directors
Researched, developed, and implemented new policies and procedures for the Help Desk Analysts
Maintained consistent and compatible versions of software and hardware in the company's standard hardware/software suite.
Provided technical orientation for all new employees
Provided career development and mentoring for Help Desk Analysts
Responsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analyst
Assisted Technology Director and other firm Team Leaders on various projects as appropriate.
Systems Consultant
Superior Consulting Services
October 1998 to September 2000
• Traveled extensively to client sites to assist with various migration, training and deployment projects Assembled, configured, and installed NT 4.0 servers for clients
• Served as Excel Database Administrator for Y2K projects
• Served as Project Manager for the deployment of various software rollouts
• Served as third level help desk support for technicians
• Conducted technical orientation training
• Assisted with interviewing new candidates and providing peer appraisals for managers
Help Desk Supervisor
William M. Mercer, Inc
November 1997 to October 1998
Managed and supervised the New York Technology Support Group
Provided third level help desk support for end users
Served as an Information Technology adviser and liaison for the various Department
Heads
Provided suggestions and recommendations for automation improvement
Conducted technical orientation training with new hires and assisted the Training
Coordinator with course development
Responsible for interviewing candidates, writing performance appraisals and establishing career development
Help Desk Administrator
General Electric Investment Capital
January 1997 to November 1997
Developed, staffed and managed a Help Desk for 250 users who have recently migrated from a Macintosh/Windows 3.1 to a Windows NT environment
Provided first and second level support to end users and managed the work load distribution between 3 technicians and 2 network analysts.
Generated reports using Support Magic for the MIS Director and Chief Information
Officer.
Training and Support Coordinator
Hunton and Williams
June 1995 to December 1996
Developed, scheduled and trained all software application classes for this office
Provided technical and firm orientation training to all new hires
Created, edited and updated all firm training and reference documentation
Provided Help Desk Support (hardware and software) for 150 users using the Microsoft
Office suite products
Provided support for remote users using Reachout communication software on IBM
Thinkpad laptops
Provided backup assistance to the Network Administrator using Windows NT on the file servers
Assisted the Technical Administrator with budget forecasting and planning
Attended regional conferences at the Headquarters office which determined the technical direction of the firm.
PC Training & Support Supervisor
Winthrop, Stimson, Putnam and Roberts
April 1990 to December 1994
Supervised a staff responsible for providing end-user system application training and
Help Desk support for the headquarters office of this international law firm.
Wrote and implemented the firm's first training and reference library for all software applications
Traveled extensively to the domestic and international offices to provide standardized training in every office
Staffed and created the firm's Technical Help Desk roles and responsibilities
Automated certain office tasks using macros and database development
Performed functions such as interviewing, hiring and evaluating the staff
Education
Associate
+ Add field of study
New Horizons Training Center - Detroit, MI
March 2000 to June 2000
update "organizational behavior and management" to "Organizational Behavior"
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Organizational Behavior and Management
+ Add level of education
Brown University - Providence, RI
1982 to 1986
Skills
Do you have any of these top skills employers are looking for?
Microsoft Windows Server
Operating Systems
Technical Support
Linux
Network Support
DHCP
Statistical Analysis
TCP/IP
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Training and Help Desk Support professional with twenty five years' experience evaluating, developing, and implementing end-User application training and Help Desk Support programs for various companies. Desktop Software- knowledge includes extensive experience with the Microsoft Office Suite, MS Mail, Exchange, Outlook, Group Wise,, Office 2003 and Windows NT. Document Management Software includes PC DOCS, DOCS Open and Softsolutions. Help Desk Applications include Remedy, Support Magic, Heat and DK Systems.
Software Troubleshooting
Computer Networking
Troubleshooting
Leadership Experience
Desktop Support
Application Support
Network Administration
Active Directory
LAN
Database Administration
Certifications / Licenses
Add your certifications
Assessments
Supervisory skills: Motivating & assessing employees - Highly Proficient
May 2021
View Full Score Report
Customer focus & orientation - Highly Proficient
May 2021
View Full Score Report
Technical support - Proficient
May 2021
View Full Score Report
HR: Compensation & Benefits - Highly Proficient
September 2020
View Full Score Report
Technical Support - Familiar
July 2020
View Full Score Report
Technical Support: Customer Situations - Highly Proficient
April 2020
View Full Score Report
Recruiting - Familiar
March 2020
View Full Score Report
Customer Focus & Orientation - Highly Proficient
January 2020
View Full Score Report
Management & Leadership Skills: Impact & Influence - Highly Proficient
November 2019
View Full Score Report
Scheduling - Highly Proficient
July 2018
View Full Score Report
Additional Information
Add Sections
Languages
Links
Military Service
Awards
Groups
Patents
Publications
Assessments
View all assessments
Your In-Progress Assessments
Technical Support
Continue taking assessment
Supervisory skills 2
Continue taking assessment
Your Completed Assessments
Customer focus & orientation
Highly Proficient
January 2020–View full score report
Show to Employers: Yes
Scheduling
Highly Proficient
July 2018–View full score report
Show to Employers: Yes
Management & leadership skills: Impact & influence
Highly Proficient
November 2019–View full score report
Show to Employers: Yes
Technical support: Customer situations
Highly Proficient
April 2020–View full score report
Show to Employers: Yes
Recruiting
Familiar
March 2020–View full score report
Show to Employers: Yes
Technical support
Familiar
July 2020–View full score report
Show to Employers: Yes
Customer focus & orientation
Highly Proficient
May 2021–View full score report
Show to Employers: Yes
HR: Compensation & benefits
Highly Proficient
September 2020–View full score report
Show to Employers: Yes
Technical support
Proficient
May 2021–View full score report
Show to Employers: Yes
Supervisory skills: Motivating & assessing employees
Highly Proficient
May 2021–View full score report
Show to Employers: Yes
Customer focus & orientation
Highly Proficient
May 2021–View full score report
Show to Employers: No
Filing & organization
Proficient
July 2018–View full score report
Show to Employers: No
Customer service fit
Familiar
September 2020–View full score report
Show to Employers: No
Attention to detail
Familiar
September 2020–View full score report
Show to Employers: No
Call center customer service
Familiar
January 2020–View full score report
Show to Employers: No
Customer service
Familiar
May 2021–View full score report
Show to Employers: No
Top recommended assessments to take based on your job interests:
Project management skills: Budgeting
11 min – Business Skills
Managing project budgets by appropriately allocating and monitoring financial resources
Take assessment
Scheduling
11 min – Business Skills
Cross-referencing agendas and itineraries to avoid scheduling conflicts
Take assessment
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Franklin Brown
Knoxville, TN 37918
ad4bq0@r.postjobfree.com
#readytowork
Work Experience
Senior Pastor
Mt. Moriah FBH Church -
Knoxville, TN
January 2013 to Present
Oversee function of church
Help Desk Manager
Elavon
November 2018 to October 2019
• Manage team responsible for providing Tier 1 Help Desk Support for Internal Elavon and US Bank users
• Provides management guidance by directing, motivating, and developing staff
• Develops, implements, and maintains policies and procedures for client problems and resolutions
• Assist in providing proper staffing to support the processing of Service Catalog requests and Service Desk Incidents
• Provide various statistical reports to Senior Leadership reflecting the functioning of the HD
• Participate in Administrative strategy and goal sessions with SC Management
• Supervises operational effectiveness during changing call volumes
• Performs interviews for agent positions. Provides assistance with regard to agent goals, training, development, operational standards, and policies/procedures.
• Provide coaching sessions with agents to assist in providing tools necessary for successful goal attainments on the Help desk
• Perform other IT projects as directed by Director of IT
IT Analyst
AESSEAL
May 2018 to November 2018
• Provide Help Desk Support and Customer Service for internal end users
• Configure and deploy new laptops/workstations as needed
• Conduct new hire IT orientation
• Perform other IT projects as directed by IT Manager
Customer Service Administrator
AESSEAL
May 2016 to May 2018
• Provide Client Support and Customer Service for the domestic/international consumers, distributors, and sales personnel for the US headquarters office of this international firm.
• Provide application and protocol support to branch offices
• Process new product orders and provide status updates when requested
• Create statistical analysis reports and presentations using Excel, PowerPoint and MS Access
• Perform various ad-hoc duties as requested
Litigation Support Supervisor
Skadden Arps
April 2004 to January 2013
• Supervised the Litigation Help Desk Group for Skadden, Arps, Meagher, and Flom
• Managed work flow and tracked all incoming calls using Heat Call Tracking Software
• Provided class room and one on one training to legal assistants and Attorneys in Litigation Support applications (Documatrix, Livenote, Concordance)
• Provided daily, weekly, monthly, and annual status reports on all Help Desk activities for management
• Managed shift schedules for all staff ensuring proper coverage for all required shifts
• Review and approve all weekly time sheets and expense reports for non-exempt staff.
• Provide career development and mentoring for Application Support Specialists
• Responsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analyst
• Assisted Legal Technology Manager and other firm Team Leaders on various projects as appropriate.
Call Center Supervisor
Save the Children
June 2002 to December 2002
• Supervised Call Center Analysts who provided technical support for Field Representatives.
• Conducted weekly training sessions to reinforce Customer Service Skills and procedures
• Provided technical orientation for all new employees
• Responsible for interviewing, new candidates and providing feedback to promote a healthy team atmosphere
Help Desk Manager
Coretech Consulting
October 2000 to April 2002
• Managed and supervised the Client Services Department for Sanofi-Synthelabo, Inc.
• Managed work flow and tracked all incoming calls using Remedy Help Desk Management
• Provided Help Desk and Desktop Support for 400 in-house clients and 150 remote clients
• Served as third level escalation point for analysts
• Conducted daily/weekly/monthly Help Desk status review meetings with IT Managers and Directors
• Researched, developed, and implemented new policies and procedures for the Help Desk Analysts
• Maintained consistent and compatible versions of software and hardware in the company's standard hardware/software suite.
• Provided technical orientation for all new employees
• Provided career development and mentoring for Help Desk Analysts
• Responsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analyst
• Assisted Technology Director and other firm Team Leaders on various projects as appropriate.
Systems Consultant
Superior Consulting Services
October 1998 to September 2000
• Traveled extensively to client sites to assist with various migration, training and deployment projects Assembled, configured, and installed NT 4.0 servers for clients
• Served as Excel Database Administrator for Y2K projects
• Served as Project Manager for the deployment of various software rollouts
• Served as third level help desk support for technicians
• Conducted technical orientation training
• Assisted with interviewing new candidates and providing peer appraisals for managers
Help Desk Supervisor
William M. Mercer, Inc
November 1997 to October 1998
• Managed and supervised the New York Technology Support Group
• Provided third level help desk support for end users
• Served as an Information Technology adviser and liaison for the various Department
Heads
• Provided suggestions and recommendations for automation improvement
• Conducted technical orientation training with new hires and assisted the Training
Coordinator with course development
• Responsible for interviewing candidates, writing performance appraisals and establishing career development
Help Desk Administrator
General Electric Investment Capital
January 1997 to November 1997
Developed, staffed and managed a Help Desk for 250 users who have recently migrated from a Macintosh/Windows 3.1 to a Windows NT environment
• Provided first and second level support to end users and managed the work load distribution between 3 technicians and 2 network analysts.
• Generated reports using Support Magic for the MIS Director and Chief Information
Officer.
Training and Support Coordinator
Hunton and Williams
June 1995 to December 1996
Developed, scheduled and trained all software application classes for this office
• Provided technical and firm orientation training to all new hires
• Created, edited and updated all firm training and reference documentation
• Provided Help Desk Support (hardware and software) for 150 users using the Microsoft
Office suite products
• Provided support for remote users using Reachout communication software on IBM
Thinkpad laptops
• Provided backup assistance to the Network Administrator using Windows NT on the file servers
• Assisted the Technical Administrator with budget forecasting and planning
• Attended regional conferences at the Headquarters office which determined the technical direction of the firm.
PC Training & Support Supervisor
Winthrop, Stimson, Putnam and Roberts
April 1990 to December 1994
• Supervised a staff responsible for providing end-user system application training and
• Help Desk support for the headquarters office of this international law firm.
• Wrote and implemented the firm's first training and reference library for all software applications
• Traveled extensively to the domestic and international offices to provide standardized training in every office
• Staffed and created the firm's Technical Help Desk roles and responsibilities
• Automated certain office tasks using macros and database development
• Performed functions such as interviewing, hiring and evaluating the staff
Education
Associate
New Horizons Training Center -
Detroit, MI
March 2000 to June 2000
Organizational Behavior and Management
Brown University -
Providence, RI
1982 to 1986
Skills
•
Training and Help Desk Support professional with twenty five years' experience evaluating, developing, and implementing end-User application training and Help Desk Support programs for various companies. Desktop Software- knowledge includes extensive experience with the Microsoft Office Suite, MS Mail, Exchange, Outlook, Group Wise,, Office 2003 and Windows NT. Document Management Software includes PC DOCS, DOCS Open and Softsolutions. Help Desk Applications include Remedy, Support Magic, Heat and DK Systems.
•
Software Troubleshooting
•
Computer Networking
•
Troubleshooting
•
Leadership Experience
•
Desktop Support
•
Application Support
•
Network Administration
•
Active Directory
•
LAN
•
Database Administration
Contact this candidate