Help Desk Support

SUMMARY OF QUALIFICATIONS:

Training and Help Desk Support professional with 30 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.

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.

Provided application support for the Microsoft Suite of products

Ran statistical reports for analysis for management review

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.

11/18-10/19 Elavon Help Desk Manager

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

5/18—11/18 AESSEAL IT Analyst

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

05/16-5/18 AESSEAL Customer Service Administrator

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

04/04-01/2013 Skadden Arps Litigation Support Asst Supervisor

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 application support for Litigation Support applications (Documatrix, Concordance, Livenote)

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.

06/02-12/02 Save the Children (Temp) Call Center Supervisor

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

10/00-04/02 Coretech Consulting Help Desk Manager

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.

10/98-9/00 Superior Consultant Corporation. Systems Consultant

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

11/97-10/98 William M. Mercer, Inc. Help Desk Supervisor

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

1/97-11/97 General Electric Investment Capital Help Desk Administrator

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.

6/95- 12/96 Hunton and Williams Training and Support Coordinator

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.

4/90-12/94 Winthrop, Stimson, Putnam and Roberts PC Training & Support Supervisor

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

Other Professional Experience

Jan 2013 – Senior Pastor, Mt. Moriah FBH Church, Knoxville, TN

EDUCATION

1982-1986 -Brown University, Providence. R.I.

Organizational Behavior and Management

Microsoft Certified Systems Engineer, – New Horizons Training Center, Detroit MI (March 2000)

MCP – Visual Basic (June 2000)

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