Customer Service Help Desk

JAMES W. TRUMBO

**** ***** **** **** ****** TX **578 ● 303-***-**** ● ********@*****.***

Professional Overview:

Customer service orientated lead/supervisor with 20 years of diverse Information Technology experience, ranging from desktop support to Incident Management and Service Desk Management.

Knowledge of service desk process and procedures

Knowledgeable in support of PCs, Printers, Laptops, PDAs, Smart Phones, Wireless Technology, VPN, Windows 7 & 10, Apple, Active Directory, MS Office, Office 365

Proficient in Service Now, Remedy ITSM solutions and Verizon In-contact Reporting, Cisco CUIC, Zoom Quality Management

A+, HIPAA Certifications

EXPERIENCE:

Team Leader NWNIT Corp 12/2018- 8/2022

Team Lead responsible for oversight and management of a team of Service Desk Engineers

Monitor calls for quality, provide performance coaching and feedback.

Track attendance and performance of team and individuals.

Assign work to team members and make them accountable for their work.

Provide input into performance management and terminations.

Assist in performance ratings of team members at year end.

Manage the queue of calls to ensure service levels are maintained.

Implement Process Improvements for Team. Recognize, evaluate, and identify areas for improvement.

Resolve participant escalations/issues without further escalation by providing superior customer service.

Analyzes Service Desk trends to identify opportunities to improve the quality

Help Desk Technical Support 4 Northrop Grumman IT 5/2005- 8/2017

Team lead involved in customer service and resolutions activities.

Coordinate activities to meet call volumes and service levels expectations

Responsible for the day to day applications of organizational policies and procedures

Oversee Knowledge Base, ensuring required knowledge articles are developed and maintained for use by Service Desk Analysts

Provided summary reports to management

Scheduling work hours and time off requests

Provided Training Schedule and implementation as needed

Communicated and maintaining procedural documentations

Assisted resolving more complex issues.

Ensuring the satisfactory resolutions to complain and inquiries

Involved in the interviewing and hiring process.

Utilize network monitoring applications, such as SolarWinds and Nagios, for potential issues within the client infrastructure

Document and classify all issues properly within the ITSM solution

Tech Support Rep 1 Northrop Grumman IT 09/2001 – 5/2005

Provided Level 3 hardware & software telephone support to Northrop Grumman IT field technicians, resellers and end-user customers.

Engage outside resources, when necessary, to facilitate resolution of individual and environmental issues. Communicate status at regular intervals with all parties, where appropriate

Primarily support for small to medium sized tape libraries and other external storage devices connected to mid-range systems and enterprise systems.

Support to include field support training and authoring knowledge base articles.

Help Desk Support Rep 2 Northrop Grumman IT 06/2000 - 09/2001

Provide initial troubleshooting and support, with the goal of providing a high level of first contact resolution, of reported service requests

Document and classify all issues properly within the ITSM solution

Respond appropriately to telephone for a diverse range of clients

Help Desk Products and services supported include desktops, laptops, antivirus, encryption, commercial off the shelf software and proprietary applications

Utilize remote desktop takeover tools, as appropriate, to assist in the resolution of service requests

Demonstrated ability to display a high level of customer service in stressful and difficult situation, and de-escalate conflict

Contribute toward team goal of meeting Service Level Agreements/Objectives for all clients

Contribute articles to knowledge base tool and functionality to support IT Customer Service team in resolving customer issues

Provide assistance, and serve as an escalation point, to less experienced Service Desk Analysts while resolving reported service requests

Level-1 Helpdesk Technician Northrop Grumman IT 12/1999 - 06/2000

Contract job through RHI Inc.

Provide initial troubleshooting and support of reported service requests

Document and classify all issues properly within the ITSM solution

Provided password resets assisted with Domain Control issues with regards to users accounts.

Help Desk Products and services supported include desktops, laptops, antivirus, encryption, commercial off the shelf software and proprietary applications

References available upon request

Contact this candidate