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Click here or scroll down to respond to this candidateSUMMARY OF QUALIFICATIONS:Training and Help Desk Support professional with 30 years experience evaluating, developing, and implementing end-User application training and Help Desk Support programs for various companies. Desktop Software- knowledge includes extensive experience with the Microsoft Office Suite, MS Mail, Exchange, Outlook, Group Wise,, Office 2003 and Windows NT. Document Management Software includes PC DOCS, DOCS Open and Softsolutions. Help Desk Applications include Remedy, Support Magic, Heat and DK Systems.Work ExperienceCall Center EngineerInsight GlobalSAICJuly 2021 to May 2022Responds to and diagnoses problems through discussion with users.Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.Provides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Document user issues through the Remedy ticketing system and escalates as required.Provided application support for the Microsoft Suite of productsRan statistical reports for analysis for management reviewProvides first-tier support to end users for either PC, server, or mainframe applications or hardware.Interact with network services, software systems engineering teams to restore service and/or identify and correct core problem.11/18-10/19 Elavon Help Desk ManagerManage team responsible for providing Tier 1 Help Desk Support for Internal Elavon and US Bank usersProvides management guidance by directing, motivating, and developing staffDevelops, implements, and maintains policies and procedures for client problems and resolutionsAssist in providing proper staffing to support the processing of Service Catalog requests and Service Desk IncidentsProvide various statistical reports to Senior Leadership reflecting the functioning of the HDParticipate in Administrative strategy and goal sessions with SC ManagementSupervises operational effectiveness during changing call volumesPerforms interviews for agent positions. Provides assistance with regard to agent goals, training, development, operational standards, and policies/procedures.Provide coaching sessions with agents to assist in providing tools necessary for successful goal attainments on the Help deskPerform other IT projects as directed by Director of IT5/1811/18 AESSEAL IT AnalystProvide Help Desk Support and Customer Service for internal end usersConfigure and deploy new laptops/workstations as neededConduct new hire IT orientationPerform other IT projects as directed by IT Manager05/16-5/18 AESSEAL Customer Service AdministratorProvide Client Support and Customer Service for the domestic/international consumers, distributors, and sales personnel for the US headquarters office of this international firm.Provide application and protocol support to branch officesProcess new product orders and provide status updates when requestedCreate statistical analysis reports and presentations using Excel, PowerPoint and MS AccessPerform various ad-hoc duties as requested04/04-01/2013 Skadden Arps Litigation Support Asst SupervisorSupervised the Litigation Help Desk Group for Skadden, Arps, Meagher, and FlomManaged work flow and tracked all incoming calls using Heat Call Tracking SoftwareProvided class room and one on one training to legal assistants and Attorneys in Litigation Support applications (Documatrix, Livenote, Concordance)Provided application support for Litigation Support applications (Documatrix, Concordance, Livenote)Provided daily, weekly, monthly, and annual status reports on all Help Desk activities for managementManaged shift schedules for all staff ensuring proper coverage for all required shiftsReview and approve all weekly time sheets and expense reports for non-exempt staff.Provide career development and mentoring for Application Support SpecialistsResponsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analystAssisted Legal Technology Manager and other firm Team Leaders on various projects as appropriate.06/02-12/02 Save the Children (Temp) Call Center SupervisorSupervised Call Center Analysts who provided technical support for Field Representatives.Conducted weekly training sessions to reinforce Customer Service Skills and proceduresProvided technical orientation for all new employeesResponsible for interviewing, new candidates and providing feedback to promote a healthy team atmosphere10/00-04/02 Coretech Consulting Help Desk ManagerManaged and supervised the Client Services Department for Sanofi-Synthelabo, Inc.Managed work flow and tracked all incoming calls using Remedy Help Desk ManagementProvided Help Desk and Desktop Support for 400 in-house clients and 150 remote clientsServed as third level escalation point for analystsConducted daily/weekly/monthly Help Desk status review meetings with IT Managers and DirectorsResearched, developed, and implemented new policies and procedures for the Help Desk AnalystsMaintained consistent and compatible versions of software and hardware in the company's standard hardware/software suite.Provided technical orientation for all new employeesProvided career development and mentoring for Help Desk AnalystsResponsible for interviewing new candidates, writing performance appraisals, setting bonus review guidelines and establishing individual training programs for each analystAssisted Technology Director and other firm Team Leaders on various projects as appropriate.10/98-9/00 Superior Consultant Corporation. Systems ConsultantTraveled extensively to client sites to assist with various migration, training and deployment projects Assembled, configured, and installed NT 4.0 servers for clientsServed as Excel Database Administrator for Y2K projectsServed as Project Manager for the deployment of various software rolloutsServed as third level help desk support for techniciansConducted technical orientation trainingAssisted with interviewing new candidates and providing peer appraisals for managers11/97-10/98 William M. Mercer, Inc. Help Desk SupervisorManaged and supervised the New York Technology Support GroupProvided third level help desk support for end usersServed as an Information Technology adviser and liaison for the various DepartmentHeadsProvided suggestions and recommendations for automation improvementConducted technical orientation training with new hires and assisted the TrainingCoordinator with course developmentResponsible for interviewing candidates, writing performance appraisals andestablishing career development1/97-11/97 General Electric Investment Capital Help Desk AdministratorDeveloped, staffed and managed a Help Desk for 250 users who have recentlymigrated from a Macintosh/Windows 3.1 to a Windows NT environmentProvided first and second level support to end users and managed the work loaddistribution between 3 technicians and 2 network analysts.Generated reports using Support Magic for the MIS Director and Chief InformationOfficer.6/95- 12/96 Hunton and Williams Training and Support CoordinatorDeveloped, scheduled and trained all software application classes for this officeProvided technical and firm orientation training to all new hiresCreated, edited and updated all firm training and reference documentationProvided Help Desk Support (hardware and software) for 150 users using the MicrosoftOffice suite productsProvided support for remote users using Reachout communication software on IBMThinkpad laptopsProvided backup assistance to the Network Administrator using Windows NT on thefile serversAssisted the Technical Administrator with budget forecasting and planningAttended regional conferences at the Headquarters office which determined the technicaldirection of the firm.4/90-12/94 Winthrop, Stimson, Putnam and Roberts PC Training & Support SupervisorSupervised a staff responsible for providing end-user system application training andHelp Desk support for the headquarters office of this international law firm.Wrote and implemented the firm's first training and reference library for all software applicationsTraveled extensively to the domestic and international offices to provide standardized training in every officeStaffed and created the firm's Technical Help Desk roles and responsibilitiesAutomated certain office tasks using macros and database developmentPerformed functions such as interviewing, hiring and evaluating the staffOther Professional ExperienceJan 2013 Senior Pastor, Mt. Moriah FBH Church, Knoxville, TNEDUCATION1982-1986 -Brown University, Providence. R.I.Organizational Behavior and ManagementMicrosoft Certified Systems Engineer, New Horizons Training Center, Detroit MI (March 2000)MCP Visual Basic (June 2000) |
