Help Desk It Support

Ted Ginn

Seattle Metro, WA

425-***-**** ********@*****.*** https://www.linkedin.com/in/ted-ginn

IT Help Desk Supervisor IT Manager Technical Program Manager

Experienced IT leader with over 10 years of progressive responsibility in managing IT support teams, resolving complex technical issues, coordinating IT projects, and delivering best-in-class customer service. Proven success in supervising help desk operations, improving support processes, and aligning IT service delivery with organizational goals. Skilled in escalation handling, documentation, ticketing systems, vendor management, and team mentoring.

Core Competencies

Help Desk Supervision & Ticket Management

Team Leadership & Mentoring

Technical Escalation Resolution

System & Hardware Troubleshooting

IT Project Coordination

Vendor & Procurement Coordination

Documentation & SOP Creation

Performance Metrics & Reporting

Customer Service Excellence

Security & Compliance Awareness

Microsoft 365, Teams, TeamViewer, Bomgar

ITIL Ticketing Systems (e.g., Service ServiceNow, Jira Service)

Professional Experience

Allegion, Snoqualmie, WA

IT Manager

Oct 2018 – Mar 2024

- Supervised and mentored a multi-disciplinary IT support team, ensuring high-quality customer service and consistent incident resolution.

- Monitored, assigned, and tracked IT help desk tickets using ITIL Assist, ensuring timely and accurate responses with full documentation.

- Served as primary escalation point for complex technical issues, coordinating closely with engineering and development teams for resolutions.

- Led IT support projects, including the successful upgrade to Microsoft D365 and a full-scale security system enhancement.

- Coordinated procurement and vendor relationships for IT hardware, software, and production systems, ensuring timely delivery and quality service.

- Maintained SOPs, system checklists, and user guides to support standardized operations and knowledge sharing.

- Participated in IT department strategy meetings, representing frontline support concerns and opportunities for process improvements.

- Promoted a responsive, customer-first culture that aligned with company goals and increased end-user satisfaction.

HySecurity, Renton, WA

IT Support

Oct 2017 – Jul 2018

- Provided phone and remote desktop support to users, resolving tickets quickly and thoroughly.

- Deployed and configured desktops, laptops, and printers to optimize end-user environments.

- Assisted with escalation handling and troubleshooting of legacy applications and systems.

McKinstry, Seattle, WA

Enterprise Support Engineer

Sep 2016 – Oct 2016

- Oversaw remote desktop support during a company-wide transition to Office 365.

- Responded to break-fix incidents, user escalations, and application access issues.

Apex Learning, Seattle, WA

Help Desk Technician

Nov 2015 – Jun 2016

- Delivered end-user support with a focus on remote application installs and customer service.

- Maintained accessibility of educational platforms and software through prompt issue resolution.

Education & Certifications

Bachelor of Applied Science (B.A.S.) in Software Development

Green River College – Auburn, WA

Certified Scrum Master

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