Help Desk Call Center
Resume:
Brian Parker Sr.
System Administrator Program Manager IT Operations
**** ******* ***** *****, ******** Heights, OH 44143
️ ***************@*****.***
Professional Summary
Results-driven IT professional with over 20 years of experience in system administration, program management, help desk operations, and technical support. Proven track record managing enterprise-level IT systems, streamlining workflows, and optimizing call center operations for government and private sector clients. Public Trust Security Clearance and ITIL Certified.
Core Competencies
System & Network Administration, Program & Project Management, Active Directory & Exchange Administration, Help Desk & Service Desk Operations, ITIL Best Practices, Call Center Management (WFM, IVR, Cisco, 3CLogic), Remote Desktop Support, Hardware & Software Deployment, Vendor & Inventory Management
Professional Experience
Veterans Affairs Hospital – Cleveland, OH: System Administrator
June 2024 – Present
• Provide technical support to hospital employees, including imaging, deploying, and troubleshooting desktops and laptops.
• Manage escalated ServiceNow tickets and resolve issues efficiently.
• Maintain user accounts via Active Directory and support remote users through secure administrative access.
• Install and configure software, desk phones, and Cisco Jabber softphones.
• Troubleshoot network connectivity and manage workstation setups across departments.
• Maintain hardware inventory using Maximo and liaise with vendors for warranty services.
• Public Trust Security Clearance for Federal Government access.
Confidential Organization: Program Manager
April 2015 – January 2024
• Oversaw call center operations supporting over 2,400 users across systems like HEAT, Cisco Finesse, and 3CLogic.
• Managed workforce performance using Verint WFM software; optimized agent schedules and reduced absentee impact.
• Conducted forecasting and staffing to meet service level agreements (SLAs).
• Led monthly strategy and performance meetings with call center leadership.
• Administered IVR and call flow configurations for multiple service lines.
Cleveland Clinic, Cleveland, OH: Service Desk Analyst – Internals Agent
July 2014 – April 2015
• Provided Tier 1 and Tier 2 support to staff and MyChart users.
• Mentored agents and acted as escalation point for unresolved issues.
• Followed ITIL standards and held ITIL certification.
Cleveland Clinic, Cleveland, OH: Service Desk Analyst (Contractor)
September 2013 – July 2014
• Supported over 100 applications, performed user account management in Active Directory.
• Installed software, provided Exchange administration, and supported enterprise printing systems.
• Managed IT support for over 40,000 employees.
Percepts LLC: Desktop Analyst & System Administrator
2006 – 2013
• Administered Blackboard learning systems for universities; managed course and user access.
• Provided system administration for BES servers, supported enterprise mobile devices, and coordinated vendor support.
Westfield Insurance: Help Desk Analyst
2003 – 2006
• Delivered help desk support for enterprise users; reset Exchange passwords and supported banking applications.
National City Bank: Help Desk Analyst / Lead Agent
2000 – 2003
• Handled executive-level escalations and coordinated incident response via bridge calls.
• Supported banking software and desktop environments for internal teams.
Pizza Hut – Cleveland, OH: Restaurant Manager
1996 – 1997
• Managed operations, schedules, hiring, payroll, and team leadership for a 15-person staff.
Education
Cleveland State University: Bachelor of Business Administration
• Major: Marketing
• Minor: Finance
Certifications & Clearance
• ITIL Foundation Certified
• Public Trust Security Clearance
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