Help Desk Manager
Resume:
REGINA WITHERSPOON
Goodyear, AZ 85338
623-***-**** (H)
*****************@*****.***
Qualifications
Solutions-focused, team oriented with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies.
Supervisor/Manager Problem Solver Results Oriented
Delegator Negotiator Organized
Experience
THE ATLANTIC GROUP, INC.
PALO VERDE NUCLEAR GENERATING STATION (PVNGS)
5801 S. Wintersburg Road, Tonopah, AZ 85354
Admin Technician (Contractor) 2008 – 2011
•Assisted OPS Standards, Maintenance Standards and the Nuclear Administrative and Technical Manual (NATM) Replacement Project by researching, compiling, analyzing and summarizing data to create system reports/files.
•Provided the minutes, procedures and manuals for the Procedure Review Group (PRG).Created, edited, and managed the website content for the Site Procedure Standards Department.
•Supported the coordination, administration, communication, development, design, testing and implementation of department programs, plans, policies and procedures.
•Created expense reports and processes time sheets.
•Managed calendars, organizes meetings and handles logistics.
•Prepared correspondence, e-mails, spreadsheets, etc.
•Knowledge of the organizational and functional structure at Palo Verde.
•Highly organized; excellent time management and prioritization skills; focus on key objectives, and deliver exceptional value.
•Strong written and verbal communication skills.
HEALTH SERVICES ADVISORY GROUP (HSAG)
3133 E Camelback Road, Suite 300, Phoenix, AZ 85016
Information Technology Support Manager 2003-2007
Telecommunications Manager 2002-2003
Software Technician 2001-2002
Administrative Assistant 1999-2001
•Managed and coordinated the technical staff services for the organization. Ensured compliance with the department’s policies and procedures.
•Supervised a team of 4 Helpdesk Technicians.
•Served as final escalation point for manufacturer/ vendors and service providers.
•Was responsible for scheduling on-call shifts, new hire training and terminations.
•Managed technical staff and worked with other leaders within the organization to ensure adequate customer service/support and to resolve conflicts. Resolved problems quickly and efficiently to ensure effective and productive teamwork.
•Coordinated training and managed resources these efforts included coordination of trouble tickets, project distribution, meeting with customers and upper operations management.
•Overseen the development of the department budget with the IS Director. Analyzed expenditures, establishes expense controls and generates reports justifying variances and revisions to current work plan. Implements recommendations for budgetary management.
•Strong written and verbal communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels.
•Overseen departmental moves and monitored space and equipment needs of the organization. Worked in conjunction with specific project managers on all aspects of moves.
•Highly organized; excellent time management and prioritization skills; focus on key objectives, and deliver exceptional value.
•Customer-focused, with a passion for delivering the best possible customer experience.
REGINA WITHERSPOON
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•Monitored daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare daily reports on call volume, abandon rate, carry over, and outages for senior management.
•Was responsible for all of the IT Purchase Orders for PCs, laptops, servers, switches and cell phones.
•Coordinated the logistics of set up and rollout of machines with no downtime for users, as well as planning for training on new operating system, while ensuring no loss of data/ files/key programs.
•Reviewed daily problem management tool to ensure team consistency regarding troubleshooting methods, accuracy of call log, and user profile information. Maintain compliance with all standard operating procedures.
•Developed, implemented and managed Service Level Agreements (SLAs), which involves facilitating discussions with the IT Director regarding current and anticipated service requirements and alternative approaches.
•Overseen the verification and reconciliation of purchase orders/receiving and invoices for accounts payable records.
•Strong understanding of computer networking.
•Performed hardware and software installations and provided high-level customer
care, training and technical support.
•Strong working knowledge of Windows networking and applications.
•Outstanding customer service skills; genuine desire to assist the team and to contribute to the company's overall success.
•Overseen all operations and functions of high-volume help desk operation providing 1st and 2nd level support for 500 users.
•Planned and implemented hardware and software upgrades on two company networks 1. Standard Data Processing System (SDPS) - Federal; 2. Health Services Advisory Group (HSAG) - Corporate and three satellite sites.
•Monitored and overseen the telecommunications systems including voice, data, cellular and video communication in four offices.
•Excellent problem-solving and troubleshooting skills.
Technical Skills
FrameMaker 9 – Developing EDDs, FrameMaker 9 – Structured Authoring, Site Work Management System (SWMS), Visual Basic, UNIX, Windows NT/2000/2003/XP, Citrix, Novell, Remedy, GroupWise, Zenworks, Microsoft Active Directory, Windows Server Administration, Project Management, SharePoint Services 3.0, C++, Statistics, LAN/WAN, TCP/IP, VPN, SQL Server, IBM/HP/Dell PC’s and laptops, Data Cabling, HP LaserJet Copiers, Xerox CopyCentres and WorkCentres, Telecom knowledge, Vodavi Infinite 9000 Series, StarPlus Triad XTS Telephone & Voicemail System, Help Desk/Technical Support, Polycom Video (VTC) System, Proprietary Software Support, Hardware and Software Troubleshooting, MS Office Suite Fluent.
Education
UNIVERSITY OF PHOENIX
4635 E. Elwood Street, Phoenix, AZ 85040
Master of Business Administration (MBA)/Technology Management – 2005
Bachelor of Science (BS) Information Technology – 2003
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