Help Desk Supervisor Resume

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Contact Address: [street]

[Country] [City] [State/Province] [Zip Code]

Contact Number: (012)-345-6789

Email Address: [[email protected]]

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Career Objective:


Seeking a job as a Help Desk Supervisor with Link Technologies where I can make the most of my customer-service, problem-solving, and leadership skills along with the experience in providing technical support and positively supervising a team to ensure smooth running of various help desk operations.

Summary of Skills:

  • More than 4 years of supervisory and managerial experience to lead and manage a team of technical personnel in a fast-paced work environment

  • Strong knowledge of Windows and Mac OS, PC/Mac hardware, software, network troubleshooting, Active Directory, MS Office, anti-virus, anti-malware, SQL databases, VLAN’s

  • Working knowledge of installing, configuring, and maintaining personal computers, network, hardware and software, diagnosing and tracking technical issues

  • Effective verbal and written communication skills to manage a team of help desk technicians

  • Skilled in resolving computer system malfunctions and operations

  • Skilled in organizing resources and establishing priorities

  • Ability to monitor and drive team members to perform at high level resulting in maximum customer satisfaction

  • Strong decision-making, problem-solving and time management skills

Work Experience:


Help Desk Supervisor

A10 Networks Inc., Los Angeles, CA

March 2016 – Present

  • Supervising, and monitoring performance of a growing team of help desk technicians

  • Providing guidance and training to the staff on handling complex queries and situations

  • Screening and fielding incoming help requests from end-users via telephone, text or emails in a very effective and courteous manner

  • Monitoring customers’ problems and ensuring timely resolutions

  • Working directly with software development team to ensure fast resolutions for software issues

  • Investigating and diagnosing user problems, identifying their source, and determining possible solutions

  • Installing, configuring, and maintaining company’s computer systems, network printers, and cabling, file servers, and other related software and hardware

  • Overseeing software and application installation, and upgrades

  • Assisting other departments with hardware and software related issues

  • Planning and implementing network security, including configuring VPN clients, file permissions, and also troubleshooting TCP/IP network issues

  • Preparing and maintaining procedures and guides for end-users and IT staff

  • Improving user awareness of various IT services

Help Desk Technician

Denizen Inc., Los Angeles, CA

January 2014 – February 2016

  • Answered user inquiries regarding computer software and hardware, provided technical support, and resolved various issues to user’s satisfaction

  • Assisted with daily performance of backup and computer systems

  • Researched and recommended purchases of latest hardware and software beneficial for the company

  • Provided technical advice and demonstrated use of software and hardware to end-users

  • Ensured proper installation and upgrading of appropriate hardware, software, or operating system as needed

  • Documented procedures and problem resolution, FAQs and usage guides for end-users

  • Performed repairs to hardware, including hard drive, power supply, and motherboard replacements, including timely repair of computer and peripheral devices

Education:


  • Bachelor’s Degree in Information Technology

    Mount St. Mary’s University, Los Angeles, CA

    2012

Certifications:


  • Information Technology Infrastructure Library (ITIL)

    ONLC, Wilshire Blvd; Los Angeles, CA

    2013

Reference:


On request.

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