Manager Help Desk
Resume:
Experience:
*/****-******* ** ****** Bureau, Little Rock Office Little Rock, AR
Assistant Manager of Technology
Managed daily operations for IT department; staffed and managed a help desk of 10; managed the day
shift help desk; kitted handheld computers and laptops; tracked inventory of all mobile computing
equipment; oversaw return procedures for all mobile computing equipment; created tickets using Remedy
system; trained IT help desk staff; troubleshot both mobile and office computing equipment; maintained
printers and copiers; attended manager’s meetings; oversaw return of mobile computing equipment to
vendor; coordinated 20 office staff during a nationwide application load/stress test
2/2009-4/2009 US Census Bureau, Little Rock Office Little Rock, AR
Office Operations Supervisor – IT
Assisted Area Manager for IT with daily operations of IT department; managed help desk for nights and
weekends; assisted with kitting handheld computers and laptops; assisted with deployment of laptops
and hand held computers; created trouble tickets using Remedy system; troubleshot handhelds and
laptops; assisted in training IT help desk staff; assisted in inventory control; troubleshot problems with
office computing equipment
1/2008-9/2008 Lonoke/Prairie Co. Regional Library Lonoke, AR
Director
Supervised the daily operations of eight branch libraries, hired staff, maintained and compiled quarterly records and reports for board of trustees, paid bills, proposed budgets for both counties and region, dealt with vendors, made purchases of library materials, maintained IT, made contracts with outside businesses, enforced library policies, made deliveries of interlibrary loan and hold materials, fixed catalog problems.
7/2003-12/2007 Calcasieu Parish Public Library Lake Charles, LA
Head of Reference
Duties
Supervise the daily operation of the Central Library Reference Department; train and supervise the work of professional, paraprofessional, and non-professional staff; maintain daily and monthly records and prepares monthly reports for department and branch; assign and monitor work schedules and assign staff duties; assist patrons in the location of information and materials; maintain the Reader’s Advisory pages of the library system’s web site; make hiring decisions for the reference department; train new reference employees; act as branch manager in absence of branch manager; enforce library policies; fix or report computer related problems as needed; plan, initiate, develop, and evaluate special library programs and services; perform collection development and place orders for adult reference, fiction, and non-fiction at Central Branch.
Committees
• 2003 – 2007 Technology Advisory Group
• 2003 – 2007 Reference Committee (co-chair)
• 2003 – 2007 Supervisor’s Council
• 2006 – 2007 State Database Committee
Workshops/Certificates
SOLINET workshop – The Invisible Reference Desk; Library Safety and Security workshop; New Supervisor Orientation workshop; Dreamweaver MX – Level 1; Dreamweaver MX – Level 2
Conferences Attended
The Conference on Leadership Development and Teambuilding; PLA Seattle 2004; ALA New Orleans 2006; LLA March 2007
8/1998-5/2000 Mabee-Simpson Library, Lyon College Batesville, AR
Special and Regional Collections – Library Assistant
Converted reel-to-reel recordings to CD format; inventoried collection at Grigsby House; catalogued John Quincy Wolf, Jr. papers; assisted creation of finding aids for John Quincy Wolf, Jr. papers; filed Lyon College photos and papers; assisted installation of exhibits at Independence County Regional Historical Museum; installed exhibits at Mabee-Simpson Library; clipped newspaper articles for archiving; assisted monthly prioritization of duties; assisted Annual Scottish Festival setup; provided tours of Grigsby House; assisted editing of Life in the Leatherwoods, 6th ed. By John Quincy Wolf, Jr.; examined condition of rare books and artifacts.
Education:
University of TN, School of Information Sciences Knoxville, TN
M.S. in Information Science May 2003
Lyon College Batesville, AR
B.A., History May 2000
Organizations:
Zeta Beta Tau Fraternity (founding member of Phi Theta Gamma colony), Phi Alpha Theta (History Honors Society), Erosophic Society, Lyon College Concert Choir.
Computing Skills:
Microsoft Office tools (Excel, Access, etc.), Power Point, Adobe Photoshop, Adobe Acrobat tools, audio digital conversion, OCLC Passport, Innovative Interface, PastPerfect, ProCite, Blackboard, Dreamweaver Studio MX, Sirsi’s IBistro OPAC, Sirsi SingleSearch integrated search software, Workflows, Remedy ticketing software, FDCA OCS (Field Data Collection Automation Operations Control System), DAPPS (Decennial Applicant, Personnel and Payroll System), Asset Management System, IVR automated call system, VOiP
Certifications:
https://mcp.microsoft.com/authenticate/validatemcp.aspx
Transcript ID: 870656 Access Code: RikerBeta
References:
Lou Anderson
Clinton Swart
Christopher Stauber
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