Service Desk, Senior Resume Samples

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B Rowe

Brandy

Rowe

20020 Ashley Plain

Dallas

+1 (555) 741 9532

20020 Ashley Plain

Dallas

Phone

p +1 (555) 741 9532

Experience Experience

Dallas, TX

Senior Agent Service Desk

Dallas, TX

Howell Group

Dallas, TX

Senior Agent Service Desk

Reporting and escalating all observed incidents/service requests to proper SITA operational escalation points
Work closely with all resolver groups, including third party vendors, to ensure timely resolution of all incidents
To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
The Senior Agent has a key role in influencing customer satisfaction by the way he/she interact with the customers, especially when dealing with them on the phone
Within SITA Service Desks, the Senior Agent is responsible to handle, at level 1, the incidents, service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone, e-mails or web portal
The Senior Agent can also work as a Service Matter Expert (SME) on specific products and solutions to organize the transition of their support in the service desk environment by delegation from the service desk management
Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group

Chicago, IL

Senior Service Desk Administrator

Chicago, IL

McCullough-Hickle

Chicago, IL

Senior Service Desk Administrator

Troubleshoot and resolve complex software, operating system, hardware, networking, and printing problems
Provide backup video conferencing support
Assist in managing printer infrastructure with multi-platform support
Provide backup account administration
Be willing to learn how to troubleshoot and support specialized software
Knowledge of multiple operating system platforms
Knowledge of Gmail and Google Apps

present

Los Angeles, CA

Senior Manager Client Computing & Service Desk

Los Angeles, CA

Padberg and Sons

present

Los Angeles, CA

Senior Manager Client Computing & Service Desk

present

Set the standard for establishing service levels and managing effectively through usage of key performance indicators and measures
Negotiates and writes proposals and statements of work for initiatives requiring vendor assistance
Manages standard software image, Patch Management, software packaging and distribution
Recruit, hire, train and develop a high performing team
Maintains lab environment and values quality of work through testing
Manages all partner agreements to include; Hardware and Software and IT Services agreements
Organize and manage the team effectively and efficiently

Education Education

Bachelor’s Degree in Related Discipline

University of San Francisco

Bachelor’s Degree in Related Discipline

Skills Skills

Ability to read, analyze, and interpret reports and documents
Intermediate proficiency in Word, Excel, and Outlook applications
Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
Demonstrate ability to deal with all employees and external customers while conveying a positive service oriented attitude
Ability to work under pressure
Previous supervisory, team leading or management experience
High-level organizational and planning skills to efficiently and accurately manage workflow
Experience of working in a Service Desk or Customer Service environment

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15 Service Desk, Senior resume templates

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Service Desk Specialist Senior Resume Examples & Samples

Minimum ten (10) years of related experience,
Experience with service desk support, monitoring and management tools (Siebel, E-requestor, Altiris, etc.)
Experience with Microsoft Business Class Applications, MS SharePoint
Experience in quality assurance documentation
Experience planning and forecasting resource needs in IT Service Infrastructure
Experience facilitating meetings to solicit feedback from users
Experience defining acceptance criteria and coordinating and executing user acceptance
Experience in IT Services reporting, tracking, and resolution
Current DoD 8570 Level II IAT certification
ITIL V3 Fundamentals trained (v3 or 2011)
A Bachelor’s Degree from an accredited institute in an area applicable to this position (e.g. information systems, computer science, math, or engineering). Ten (10) years of related experience may be substituted for a degree
Active DoD TS/SCI clearance based upon a SSBI completed within the last five (5) years and ability to pass a CI polygraph
Two (2) or more years’ experience with Altiris IT Service Management to include managing all phases of issue workflow in Altiris ITSM Service Desk Model
Five (5) or more years’ experience on intelligence networks

Help Desk Service Specialist / Senior Resume Examples & Samples

The Help Desk Service Specialists Senior will be responsible for answering calls from end users, accurately documenting the issue in the client’s ticketing system and attempt to troubleshoot the problem over the phone
This position will have access to admin tools which provides remote access to a user’s workstation in order to assist with the problem at hand
The client is in the process of migrating to Exchange Online (mail component of Office 365) and needs additional Help Desk assistance in providing post migration support
They will also interface with customers and must possess excellent customer service and communication skills
Associates in Computer Technology or 2 years of experience in a Help Desk role
Must possess in depth knowledge of Office products and specifically Outlook client and working knowledge of Active Directory
Experience with Outlook 2007/2010/2013 clients and Office 365 required

Senior Manager Service Desk & NOC Resume Examples & Samples

Maintain & Protect Quality of Service to Customers – Ensure that top priority is always given to maintaining and protecting high quality operational service to customers
Technical Ability - Demonstrates a clear overview of Managed Services supported products and underlying technologies
Customer Focus - Demonstrates the ability to be customer focused and through high quality communication, exceeds customer’s expectations
Productivity – Emphasize and enforce process, professionalism and quality throughout the staff, whilst increasing the department’s productivity
Reporting – Implement qualitative and quantitative KPI measures within the department and ensure these are met or exceeded
Cross-departmental Teamwork – Encourage inter-working with other departments
Personnel Management – Responsibility for a team of Repair engineers, including coaching, contributing to individual objectives and appraising team performance, regular 1-2-1’s and ensuring adequate staff coverage
Training/Coaching – provide training, coaching, mentoring and develop the team to improve their personal and team performance
Flexibility – Recognize and accept that the introduction of new products, technologies, procedures and systems is necessary to the continued development of the company. A flexible attitude towards an evolving environment is essential
Customer Solution Awareness – Ensure that all customer documentation is always up-to-date and adding value to day-to-day operations of the shift engineers. Be aware of the main solution aspects and processes for key customers
Several years of experience in managing a technical team in a customer service environment
Excellent customer service skills - with a solution orientated focus
Knowledge in Customer Experience at a senior level
Understanding of the Technical Infrastructure of IT and Telco systems
Coaching, training and development experience
Ability to fluently communicate in German and English
University degree with technical / IT focus would be an advantage
ITIL Intermediate Certification
Previous experience with another Telco Provider
Ability to work well under high pressure
Ability to ‘think out of the box’, develop and implement new processes

Senior Agent Service Desk Resume Examples & Samples

Within SITA Service Desks, the Senior Agent is responsible to handle, at level 1, the incidents, service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone, e-mails or web portal
The Senior Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution
Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise on a large range of services and products at intermediary and advanced levels
Experience in airlines' and travel industry's operations and applications will be extremely advantageous
Candidate from colleges and universities who have the motivation to work in customer service and support
Product and Service knowledge in one or several of the following areas at beginner and intermediary levels
Demonstrated maturity in handling complex customer issues and irritated customers
Ability to coach new joiners and to facilitate their integration into the team
Ability to organize the activity of a team and to take ownership of issues until resolution
Ability to act as a Team lead in his/her absence

Senior Service Desk Administrator Resume Examples & Samples

Provide Tier 1 and 2 technical support for Windows and Macs. Linux support is also desired
Troubleshoot and resolve complex software, operating system, hardware, networking, and printing problems
Resolve support tickets within required timeframes
Provide user training as needed
Document procedures and maintain knowledge base
Provide backup video conferencing support
Assist in managing printer infrastructure with multi-platform support
Be willing to learn how to troubleshoot and support specialized software
Provide backup account administration
Bachelor of Science degree in a computer or related field is desired
Minimum of 4 years of technical experience
Advanced hardware and software troubleshooting skills
Extensive diagnostic skills in hardware, network, printing, and operating systems
Excellent communication, writing, and customer service skills
Deep understanding of new and emerging technologies
Familiar with using remote support tools, preferably Bomgar
Knowledge of Gmail and Google Apps
Knowledge of print servers
Knowledge of multiple operating system platforms
Knowledge of Office and Adobe products
Prior experience using deployment tools, preferably SCCM, Casper, and CFEngine
Knowledge of Windows Active Directory
Experience using and maintaining a ticket system, preferably ServiceNow

Service Desk Senior Manager Resume Examples & Samples

5+ years’ experience in a call center management role managing over leadership
Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives
Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others
Well-rounded Business Acumen and experience (Operations, Finance, People Management, Training)
Detail-oriented with effective time management, organizational and problem-solving skills
Ability to work independently (self-starter) and as a member of various teams or committees
Calculates risk associated with sound decision-making skills

Senior Manager Client Computing & Service Desk Resume Examples & Samples

Member of the enterprise IT Change control process including applications administration and change governance
Works closely with the security team on enterprise endpoint and mobile security initiatives
Manages standard software image, Patch Management, software packaging and distribution
Manages all partner agreements to include; Hardware and Software and IT Services agreements
Manages PC, Mobility devices, Tablet and other various hardware selection
Maintains lab environment and values quality of work through testing
Assists with selection of appropriate third-party vendors based on established qualifications and manages partner resources and their deliverables
Researches and recommends emerging technologies as they pertain to endpoints and users for possible use
Negotiates and writes proposals and statements of work for initiatives requiring vendor assistance
Responsible for asset management for all HW associated with end-user computing. For example, this includes laptops, desktops, monitors, tablets, Pin Pads, etc
Responsible for detailed SLA/SLO metrics addressing availability, assets, operations milestone completion, incident management, facility health, capacity, and backups
Comprehensive experience in deploying and maintaining information technology systems and related services using professional concepts and company objectives to resolve complex issues in creative and effective ways
Experience in managing a 7x24 Service Desk Service globally through the use of outsourcing service providers
Able to establish and assure adherence to budgets, schedules, work plans, and business activities
Working with department leaders, determine where financial and human capital resources are best utilized and allocated to maintain efficiency and operational excellence
Responsible for supervising Endpoint management and support staff including administrators, change control, and level 1 and 2 operations engineering staff (both internal and external)
Organize and manage the team effectively and efficiently
Emphasis on regular collaboration with Architecture and the peers in the organization
Communicate effectively throughout the organization
Recruit, hire, train and develop a high performing team
Set the standard for establishing service levels and managing effectively through usage of key performance indicators and measures
Deliver service availability measures to key stakeholders / business owners
BS/BA in Computer Science, MIS, or related degree or equivalent work experience
5 to 10 years of IT and business industry work experience, with leadership experience in managing teams or projects, and influencing senior level management and key stakeholders
Experience in the areas such as Service Desk, Client Computing, and Printing services
ITIL certification or equivalent work experience
Expert at managing outsourcing vendors in providing services to a global enterprise
Experience leading a global Network services team which includes 5+ years of people management experience
Experience building and maintaining a strong, high performance team of specialists. Strong operational skills
Understanding of strategic business objectives and the ability to drive results toward those objectives
Strong knowledge of incident management, problem management, and change management best-practices
Strong analytical, problem solving, and organizational skills with high degree of attention to detail
Ability to manage effectively a geographically dispersed integrated team
Ability to balance multiple priorities in a fast-paced, highly collaborative, frequently changing, and sometimes ambiguous environment
Familiarity with ITIL, Agile project delivery, industry standard network management tools, and common application traffic flow patterns in multi-tiered applications
A solid understanding of what comprises a scalable, robust, supportable design
Calmness and clarity of thought under pressure
High levels of integrity in the conduct of personal and professional affairs
Ability to manage budgets and allocate resources effectively for maximum performance
Ability to implement processes, procedures and controls to improve operations in a cost effective manner
A passion for teamwork
Experience in running a 24X7 operations
Ability to travel domestically and internationally (up to 20%)
Relationship management focus
Adept at influencing and giving and receiving feedback at all levels of the organization
Strong communication and decision-making skills
Ability to balance multiple priorities, meeting specific deadlines utilizing strong organizational skills

Senior Service Desk Analysts Resume Examples & Samples

Exceptional analytical & customer service skills
Has expertise on one or more of the supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.)
Foundation knowledge on team handling and supervision (some Team Lead or deputy Team Lead experience a plus)
Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Jabber, etc.)
Expertise and work experience with Microsoft Active Directory Users and Groups Management
Experience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc
Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps

Service Desk, Senior Resume Examples & Samples

Deliver excellent customer service by addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions
Provide accurate, valid and complete information by suing the right methods/tools
Follow communication procedures, guidelines and policies
Initiate service order forms based on customer requests
Provide solutions and support to the customer using in-depth knowledge of company procedures and services
Distribute information efficiently
May be required to perform the duties of Service Desk Lead during his/her absence
Report to Service Desk Lead/Supervisor on any issue that could significantly impact the mission of the Service Order Reception Center
Perform other related duties as required and/or assigned
Must be able to obtain SMARTCARD
Ability to communicate in English – Able to use the language fluently and accurately on all levels normally pertinent to professional needs. Can understand and participate in any conversation within the range of his experience with a high degree of fluency and precision of vocabulary. Would rarely be taken for a native speaker but can respond appropriately even in unfamiliar situations. Errors of pronunciation and grammar are quite rare. Can handle formal interpreting from and into the language
English reading Ability - Able to read all styles and forms of the language pertinent to professional needs. With occasional use of a dictionary, can read all material in his special field including official and professional documents and correspondence. Can read reasonably legible handwriting without difficulty
English writing ability - Can draft official correspondence and reports in a special field. Control of structure, spelling and vocabulary is adequate to convey the message accurately, but style may be quite foreign. All formal writing needs to be edited by an educated native speaker

Tier, Service Desk Senior Resume Examples & Samples

AA degree in related discipline and nine years or more of related experience; or High School and eleven years
Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool
Basic knowledge of BMC Remedy
Skills to address issues with senior level customers and/or VIPs
Self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues
Experience with mobile device solutions
Certification in relevant IT products/technologies

Service Desk Senior Resume Examples & Samples

Perform first line diagnostics and resolution. Escalates high priority requests and unresolved issues to the appropriate resources within IT
Accurately process, evaluate, document and prioritize requests with a goal of prompt resolution utilizing ticket tracking system
Manage customer expectations by keeping open communication with customers throughout the lifecycle of their request and setting expectations for resolution
Requires climbing, stooping, kneeling, crouching, crawling or balancing to complete some tasks
Requires mastery of office equipment i.e. Desktop, laptop, fax, printer, copier, etc
Must be able to lift or exert force up to 50 lbs

Senior Team Lead, Service Desk nd Level Resume Examples & Samples

Manage a large team of Service Desk Analysts to meet high response and service level standards
Provide after-hours escalation support on a rotational basis
Develop and analyze reporting metrics for Service Desk effectiveness including customer follow-ups
Ensure response and resolution times are aligned or exceed Service Level Agreements
Provide support with escalations to other Service Departments when needed (Level2/Level3)
Manage the incident process by monitoring call queue, call flow process and incident handling by Service Desk analysts
Identify and evaluate technology required to run the support area (for example, IVR, Live Agent queue, ticketing system, telephony, laptops, cell phones, etc.)
Handle management inquiries and provide status updates on the support environment
Communicate issues and escalations with Dealers, store staff, PartSource & Petroleum IT
Review and monitor vendor relationships and their performance
Troubleshoot queries and escalations from Corporate groups (Logistics, Marketing, CTFS, Customer Relations, Distribution Centres, Dealer Order, Technology Operations, CTDA and Dealer Relations
Proven leadership skills (coach, performance manage and develop)
Strong working knowledge of retail systems: iSeries, EQUITY, POS, and PartsWatch
Demonstrated time management and organizational skills
Strong customer service orientation and influence
Strong interpersonal, relationship management and communication skills
Effective troubleshooting and analytical skills
Flexible and adaptable in a fast-paced, ever changing work environment
Previous working experience within a call centre/customer service environment
Pager required on a rotational basis (6am-1am)
Retail related business and/or technical knowledge preferred
Project management experience with the ability to apply various methodologies an asset
Bilingual (English/French) a definite asset

Service Desk Senior Specialist Resume Examples & Samples

To be responsible for the management of both proactive and reactive incidents ensuring a professional and consistent delivery of quality services to our Customers
Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all chronic incidents
Effectively control the clarify queue to ensure that all incidents are actioned in a timely and efficient manner
Monitor the number and age of pending incidents to ensure timely incident resolution
Act as the First Level of escalation and Own the escalations till the closure. Will be the first point of escalation in the escalation matrix
Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels
First point of contact for all process and technical issues
First point of contact to consolidate all technical and operational issues within the team and then present to the team lead for necessary attention

Senior Manager Global Service Desk Resume Examples & Samples

Bachelor’s degree from accredited university in Computer Science or related field
Extensive experience operating a distributed service desk solution
Demonstrative experience using metrics to implement a service improvement cycle
Experience leading a change management process

Senior Service Desk Associate Resume Examples & Samples

Deep understanding of the following applications: RSA, Citrix, Active Directory, Bomgar, Service-Now, Putty,
Hardware: Expertise in MAC, PC, Surface Pros', IPAD's, HP servers [RP5800's], IBM 4800 POS systems. Bonus for expertise in networking, and retail experience
Strong capabilities in creating clear, concise and accurate troubleshooting documentation which will be converted to SOP's

Information Systems Senior Manager Global Information Service Desk Resume Examples & Samples

Experience in effectively managing relationships with internal business partners and service providers (internal and external)
In depth knowledge of the Information Technology Infrastructure Library (ITIL) framework and how to effectively operationalize these processes to drive service excellence
In depth working experience with End User Service delivery models in largely outsourced global environments
Good understanding of systems development life cycle (SDLC) processes
Ability to drive vendor performance and evolving services to meet company’s strategies and goals through reporting, monitoring and communicating, and service provider metrics
Experience managing complex and global enterprise level vendor engagements from implementation, lifecycle management, to continuous improvement
Prioritization skills and experience
Demonstrated experience with financial discipline, including budget and investment planning and ongoing management of financial performance to plan for operating expenses and projects
Excellent verbal, written and interpersonal communication skills in different cultural contexts
Highly self-driven and self-motivated
Ability to present and discuss technical information in a matter that establishes rapport, persuades others, and establishes understanding, for technical and nontechnical audiences

Senior Agent Service Desk Resume Examples & Samples

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs
To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA
Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements
To proactively detect incidents related to Service Operations services, conduct diagnostics, provide ownership to ensure resolution of customer incidents
Reporting and escalating all observed incidents/service requests to proper SITA operational escalation points
When/where required, perform assigned tasks on 24 x 7 shifts basis
Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information
Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group
Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA
Work closely with all resolver groups, including third party vendors, to ensure timely resolution of all incidents
The Senior Agent has a key role in influencing customer satisfaction by the way he/she interact with the customers, especially when dealing with them on the phone
The Senior Agent has the responsibility to assist junior service desk agents when needed and are assigned complex products to support as well as complicated customer solutions
The Senior Agent can also work as a Service Matter Expert (SME) on specific products and solutions to organize the transition of their support in the service desk environment by delegation from the service desk management
Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred
Knowledge and understanding of LAN protocols
Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management, or equivalent experience required
ITIL Foundation Certificate desirable

Senior Agent Service Desk, Amman Jordan Resume Examples & Samples

1 years of experience on change and/or project management
1 years of experience on data and/or quality management
Experience of working in the Airport / Airline industry preferred
Knowledge of ITIL and Service Management practices and procedures
Knowledge of Six Sigma or other industry standards an asset
Operating knowledge of Microsoft Office products

Senior Manager, Service Desk Resume Examples & Samples

Manage a team of Service Desk managers. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
Manage Service Desk support functions and leaders
Maintain a high level of employee morale within the team through open communication
Develop and enhance cooperative interdepartmental relationships and communications of a broad scope throughout the company
5+ years Customer Service experience (in any industry) required
5+ years of management experience required in IT or related field
Possess strong analytical skills
Expert knowledge of management/leadership principles
Proficient knowledge of network topologies, operating systems, hardware and software configurations and trends in technology
Knowledge of current trends and developments in the area of ITSM
Good understanding and/or experience applying COBIT, ITIL or NIST frameworks
Bachelors Degree. Computer science or information technology
10+ years experience in lieu of a Bachelor’s Degree and 4+ years of management/lead in lieu of a Bachelor’s Degree

Senior Service Desk Administrator Resume Examples & Samples

Candidate must have at least 10 years of computer systems support experience, mostly working directly with end-users
Candidate must possess expert technical knowledge of PC operating systems including Window 7/8/10 and Mac
6+ years of experience in application support for Microsoft Outlook, Microsoft Office, Active Directory, and Anti-Virus applications
4+ years of IT Help Desk experience along with a demonstrated track record of troubleshooting experience
4+ years of Remote PC management and software distribution in an enterprise environment is required
Support or administration of a VoIP-based PBX system is a plus
Experience with an internal Service Desk ticket tracking application is a strong plus
Candidate must have excellent written and spoken communication skills
Candidate must have supported in excess of 200 users
Candidate must be able to lift and transport moderately heavy objects such as computers and peripherals

Senior Service Desk Application Specialist Resume Examples & Samples

5 years of experience in a customer support or similar role in Information Systems (IS), technology, and/or software support
Experience with Service Desk technology and methodologies
Bachelor’s degree or 6 years of experience required

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