Help Desk Project Management
Resume:
RESUME
R/T
CONTACT
********@*****.***
*** ******* **** **, *********, NV 89011
SKILLS
IT Management
Technical Development
Technical Support
Organizational Skills
Strategic Planning
Documentation & Reporting
Project Management
Research Skills
Security Clearance
Time Management
Negotiation
Problem Solving
People-Oriented
Excellent Communication
Relationship Management
Leadership & Teamwork
Positive Attitude
Project+ Certified
TECHNICAL SKILLS
Microsoft Office
HTML
Java
VB5 Languages
Richard Thompson
PROFILE SUMMARY
Proactive, detail-oriented, problem-solver professional with a proven track record of driving innovation and efficiency through strategic technology initiatives looking for a professional environment with opportunities for advancement and long-term stability with benefits. Possessing a comprehensive understanding of IT systems and infrastructure, I excel in leading cross-functional teams, aligning technology strategies with business objectives, and implementing cost-effective solutions that enhance productivity and security. My expertise spans IT governance, project management, budget oversight, and fostering a collaborative, high-performance work culture. I am dedicated to optimizing IT operations, mitigating risks, and ensuring the seamless integration of emerging technologies to deliver measurable business results. Encompassing key values of integrity, honesty, appreciation, teamwork, growth, and result orientation with an eye toward continuous improvement. Highly creative and innovative, with a big-picture perspective.
CORE COMPETENCIES
Ability to manage IT staff by recruiting and training employees, communicating job expectations, and monitoring performance
Ability to oversee the annual IT budget and ensuring cost-effectiveness
Ability to coordinate technology installations, upgrades, and maintenance
Skilled in counseling, problem-solving and conflict management to ensure smooth workflow
Superior memory for details and skilled in multitasking to prioritize and manage multiple tasks
Exceptional organization skills with the ability to prioritize and manage multiple tasks simultaneously
Solid time management with high precision in delivery in a deadline-oriented environment
Strong written and verbal communication skills for documentation and correspondence
Great team player who loves to establish trust and a collaborative work environment
Outstanding interpersonal skills with strong team spirit and great respect for diversity
Familiarity with various ticketing systems, (Remedy, Service Now, Freshdesk, Solar Winds, and SalesForce)
RELEVENT EXPERIENCE
IS Help Desk Sr. Supervisor Dec 2020 - Present Valley Health Systems (Consolidated)
Supervising help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
Planning, organizing, and directing the work of help desk support staff, including Help Desk Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules.
Document, track, and report on software and hardware malfunctions; enter detailed description of user’s problems in an assigned database; and prioritize requests and label according to established procedures.
Proactively identify process improvement opportunities, including end-user training tools and documentation.
Directs technological research by studying organization goals, strategies, practices, and user projects.
Completing projects by coordinating resources and timetables with user departments.
Preserving assets by implementing disaster recovery and back-up procedures and information security and control structures.
Setting short and long term objectives, policies and operating procedures for the Help Desk Team.
Managing and taking ownership of the Service Desk Information System, including the ticketing system (Service Desk).
Providing project management assistance as assigned.
Implementing appropriate policies and procedures.
Managing SLA compliance.
Providing management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.
Providing hands on support and assistance within the field, if necessary.
Proposing, developing and implementing improvements and modifications to process areas and equipment to improve operations.
IS Help Desk Coordinator Dec 2015 - Dec 2020
Valley Health Systems (Consolidated)
Provided direct supervision to Help Desk personnel. Provide feedback to production supervisor/manager on performance reviews.
Maintained staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
Directed technological research by studying organization goals, strategies, practices, and user projects.
Completed projects by coordinating resources and timetables with user departments.
Preserved assets by implementing disaster recovery and back-up procedures and information security and control structures.
Setting short and long term objectives, policies and operating procedures for the Help Desk Team.
Managed and took ownership of the Service Desk Information System, including the ticketing system (Service Desk).
Provided project management assistance as assigned.
Implemented appropriate policies and procedures.
Managed SLA compliance.
Performed adhoc reporting for Management and Acute Facility Leadership.
Provided hands on support and assistance within the field, if necessary.
Proposed, developed and implemented improvements and modifications to process areas and equipment to improve operations.
IT Help Desk Manager Oct 2014 - Dec 2015
Venta Financial Group
Accomplished information technology staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining employees; initiating, coordinating, and enforcing systems, policies and procedures.
Maintained staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
Directed technological research by studying organization goals, strategies, practices, and user projects.
Completed projects by coordinating resources and timetables with user departments and data center.
Preserved assets by implementing disaster recovery and back-up procedures and information security and control structures.
Setting short and long term objectives, policies and operating procedures for the Help Desk Team.
Managed and took ownership of the Service Desk Information System, including the ticketing system.
Performed regular security audits.
Implemented appropriate policies and procedures.
Managed SLA compliance.
Performed ad hoc reporting for Operations.
Provided hands on support and assistance within the field, if necessary.
Supported in the management of relationships with IT suppliers and support the IT procurement process.
Help Desk Manager Nov 2013 - Oct 2014
Pacific Links International
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.
Participated in all ‘special project’ deployments and repairs for 16 golf resort properties.
Performed maintenance and repairs on all pc’s and MAC machines on golf resorts.
Document time and processes in Help Desk ticketing system.
Followed 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.
Help Desk Associate Aug 2013 - Nov 2013
Apple One (contractor to Clark County School District)
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.
Performed maintenance and repairs on all pc’s and MAC machines in the school district.
Document time and processes in CA ticketing system.
Followed up with customers to ensure that their inquiries are resolved within the contracted or agreed upon Time frame.
Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain proper functioning.
Help Desk Senior Associate / Desktop Support Feb 2013 - Aug 2013 Manager: Johnny Williams
EZTech (contractor to the Environmental Protection Agency)
Received and document customer requests for assistance (via phone, fax, e-mail; or walk-in)
Provided timely and accurate resolution of cSupport tickets.
Supported EPA (Environmental Protection Agency) and CSC in organizational transitions and migrations.
Followed up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
Provided 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.
Senior Service Desk Lead Oct 2008 - Feb 2013
Director: David Chia
Hospital Corporations of America
Provided after hours, remote and on-call support as needed.
Provided Technical Training to Service Desk and Hospital staff as needed.
Coordinated and maintain coverage for all IT Services; inclusive of Help Desk, Field and System Support.
Pro-actively monitor Security Systems for after hour support.
Provided 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.
Adhered to HIPAA Compliance Regulations/ Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
Addressed and resolved 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.
Received 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.
Created 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.
Adhered 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.
Help Desk Senior Associate / Desktop Support Dec 2006 - Nov 2008 Manager: Johnny Williams
Computer Sciences Corporation (contractor to the Environmental Protection Agency)
Received and document customer requests for assistance (via phone, fax, e-mail; or walk-in).
Provided timely and accurate resolution of cSupport tickets.
Support EPA (Environmental Protection Agency) and CSC in organizational transitions and migrations.
Followed up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
Provided 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.
Supervisor Apr 2005 - Feb 2007
Manager: Dana Allen Westgate Owner Relations
Created, revised, and cancel Timeshare Owner reservations via Dejawint I system.
Provided training and development for all current Team Members.
Created and update training documentation.
Assisted with all IT hardware and software implementations.
Maintained 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.
Oversaw floor operations.
Provided 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.
Executed transactions with regard to maintenance and tax/mortgage payments.
Provided overrides for agents creating weeks for developer deposits.
Systems Analyst Aug 2003 - Apr 2005
Manager: Joe Nash Eclipse
Coordinated with quick response team to troubleshoot hardware, software and/or network operating problems.
Performed detailed reviews and analysis of support efforts including the implementation of potential process changes, new technology and other factors/trends impacting client service levels.
Provided input and works with customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
Prepared 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.
Provided data for input to daily logs, turnovers, reruns, and equipment malfunction reports to ensure the highest service levels are maintained.
May provided technical advice, providing front line telephone support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
Provided 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.
Provided interpretive analyses, preparing flowcharts and associated diagrams/ enhancement plans as required.
May provided technical/project guidance to Technical Assistance Center Technicians during the troubleshooting process, training on new products and assistance in the development of their skills.
Credit Card Customer Service Representative Jan 2002 - Aug 2003 Manager: Vickie Holder
First Data
Educated cardholder on member benefits and address inquiries via inbound calls.
Maintained rapport between members and financial institution by communicating bonuses, otherwise unknown to the member.
Maintained secure network between financial institution and member via verifications.
Updated 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.
Dental Benefits Customer Service Representative Jun 2001 - Jul 2001 Manager: Nancey
Adecco
Educated member/dental practitioner on member’s benefits.
Processed dental claims.
Educated member on paid benefits via EOB letters.
Maintained member security via verifications.
Mobile Solutions Platform Manager Dec 1995 - Nov 2000
Manager: Nicole Mercier MCI Worldcom
Coordinated Software integration and implementation, while maintaining data integrity.
Prepared weekly and monthly reports, while adhering to time constraints.
Managed and scheduling conversion implementation.
Maintained equipment inventory logs.
Maintained Network Security for end-users.
Created and implemented imagine software
Trained trainers for end user courses.
Managed 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.
EDUCATION
Masters in Information Technology Management
Major: Health Informatics
Present 2016 - 2018
WGU
Major: Psychology
1995 - 1997
Tulsa Community College
Major: Christian Counseling
1991 - 1993
Central College
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