Help Desk Service

GEORGE TURNER

North Charleston, SC *****

******.*********@*****.*** 843-***-****

PROFESSIONAL SUMMARY

On-Site IT Support Nordic Global Charleston, SC Metropolitan Area Date - Present

• Provided quick resolutions and excellent customer service.

• Supported and troubleshot various technologies and software, including Epic, Cerner, Windows 10/11, Microsoft Office Suite, network and VPN connectivity, Citrix, and Mobile Device Management.

• Served as an internal escalation point for IT Service Desk Agents, resolving complex end-user issues.

• Responded to end users with an analysis of their IT needs through qualifying questions and remote diagnostics.

• Managed end-user contacts and IT issues via phone, voicemail, chat, and email.

• Functioned as a single point of contact for problems referred by other individuals, ensuring proper documentation and escalation as needed.

• Accurately documented requests and incidents in relevant ticketing systems.

• Provided information on IT products and services to end users and maintained technical documentation.

• Trained and mentored IT Service Desk Agents and served as a resource for team members.

• Adhered to policies and procedures, including HIPAA compliance and client notification expectations.

• Attended daily management safety meetings and participated in team meetings.

• Collaborated with executive leadership on technical issues, including computing, presentations, and virtual meetings.

• Handled IT purchasing needs and inventory management for the hospital

FEMA GO - Help Desk Manager 4/2023 to 1/2024

● Managed a multi-tiered help desk, overseeing all incident management and request fulfillment, ensuring sufficient

training and resource allocation, resulting in timely distribution of Federal grants to State, Local, Territorial, and

Tribal governments.

● Conducted hands-on research, analysis, and operational execution to deliver high-quality support and maximize

uptime for system users nationwide

● Developed, sustained, and consistently updated comprehensive deliverables, including guides, job aids, and

standard operating procedures for the help desk support of the system. Utilized Confluence as a collaborative

platform to ensure these resources were easily accessible and regularly refined, fostering a robust knowledge base

for efficient and effective support.

● Offered valuable guidance to the development team upon request, focusing on optimizing the user experience.

Collaborated with product owners to address and prioritize issues, ensuring a seamless alignment between user

needs and development efforts. This involved proactive engagement with stakeholders to enhance product

functionality and user satisfaction.

Cantey Technology - Summerville, SC– Service Desk Manager 8/2020 to 4/2023

● Responsible for maintaining over 150 client relationships and over 32,000 users.

● Managed and trained 17 local/remote staff as well as trained new staff while providing continuing education for

team members in processes and procedures.

● Documented and tracked team billable times and maintained over 75 percent billable ratio.

● Collaborated with other departments to resolve technical issues that could not be solved by the service desk team.

● Maintained and ensured that system processes and methodologies are followed according to company guidelines.

● Supplied accurate reports and metrics to company leadership to ensure the validity of pricing for clients.

● Played an active role in all service calls and ensured that all SLAs were met. Trained Responsible for all personnel

decisions to include hiring, terminations, reviews and raises.

Benefitfocus - Charleston, SC - Help Desk Manager 4/2016 to 8/2020

● Directed a 9-support associate service desk in multiple locations across the U.S. that supported over 3100 users

across the country and abroad.

● Managed a 1.7-million-dollar inventory to ensure that sufficient stock was on hand for break fix and new hires as

well as equipment location.

● Handled all technical escalations for Windows and MacBook laptops across the enterprise.

● Provided technical support for C suite staff and leadership.

● Handled yearly contractor onboarding initiative of 800 users during a 2-month timeframe in multiple locations

across the country.

● Planned and carried out multiple company wide OS upgrades for both Windows and Mac laptops with limited loss

of production.

● Planned and executed multiple 400 user refresh projects while maintaining productivity for the user and still

maintained daily SLA metrics

● Responsible for all aspects of personnel management including hiring, merit reviews/increases, discipline, and

terminations.

Benefitfocus - Charleston, SC– Help Desk Team Leader 9/2013 to 4/2016

● Responsible for the operation functions of the help desk while managing 7 technical support associates in multiple

locations.

● Handled all escalations for Windows and Mac desktop platforms.

● Dealt with inventory supply to ensure that sufficient stock was on hand for break fix and new hires that in one

year increased from 1300 to 3100 associates.

● Assisted manager with project planning and implementation for all help desk projects. Heavily involved with new

associate hires for the help desk to include new user training.

Benefitfocus – Charleston, SC - Help Desk Support Specialist 8/2010 to 9/2013

● Responsible for the installation and troubleshooting for 1300 end users to include Mac and Windows laptops in an

enterprise setting.

● Tasked with WSUS updates, patch testing and implementation for all workstations.

● Managed the print queue to include updating all printer firmware and drivers.

● Created a new user account in active directory to include security group and distribution list management.

● Managed images for all Benefitfocus Windows laptops and desktops.

● Administered V3 VDI software to VM’s for offsite/offshore contractors.

CMC Americas – Charleston, SC - Desktop Support Specialist 4/2009 to 8/2010

● Tasked with the installation of PC’s, printers, and peripheral devices for all 2600 users in Charleston County

Government.

● Responsible for pushing software, images, and remote systems access to all county PC’s.

● Managed inventory and the RMA process for all county electronics.

● Designated as essential personnel for disaster recovery in the county Emergency Operations Center.

● Developed and instituted SOPs for the desktop team that standardized technician duties for reduction of SLA

failures.

● Led the discovery team for large contract bids for new projects throughout the US.

Education:

The Citadel - Charleston, South Carolina Business Management

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