MDM mobile device management approximately devices including: QA for EHR electronic health records software. Revamped the help desk ticket system from 4, to optimize the daily open tickets under tickets. Responsible for the maintenance of all IT and infrastructure related services. Responsible for the setup, deployment, and administration of computers Administer Exchange , SharePoint 3. Responds to inquiries and requests for assistance with PNC computer systems and hardware; resolves client inquiries for one or more products or services.
Maintains written documentation of each call via ServiceNow, escalates issues to the next level of support when necessary as required by documented procedures. Co-created new process called "Daily Work Flow" meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion.
Developed support process improvements that resulted in greater efficiencies. Created Service Level Agreements in partnership with cross functional business teams. Participated on several projects resulting in effective implementations. Increased client survey satisfaction numbers from Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy.
Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy. Promoted Service Desk and Self Help tool services by leading site-wide awareness program.
Increased capabilities of new service desk technicians by establishing a technical training program. Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions. Reduced the incident ticket backlog from and Mentored staff and trained office personnel on Remedy 7.
Participated as a member of the Change Control Board. Always met or surpassed objectives within timeframe and budget proposals. Created long term strategies for growth and preservation and career development plans of the help desk group members by providing the staff with additional training and resources. Conducted periodic performance evaluations and annual personnel reviews for staff members. Coordinated with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned and executed a worldwide laptop replacement.
Support tools included desktop operating systems; PC, laptop, and server applications; telecommunication support; e-mail, calendaring and handheld platforms; office automation tools; Intranet and video teleconferencing support solutions and remote user support.
Assisted in documenting existing productivity systems architecture and recommended changes for management review including disaster recovery and business continuity efforts. Assisted in the implementation of physical asset tracking procedures using office automation software and bar coding hardware. Conducted vendor negotiations for hardware and software purchase, negotiated best pricing, established new procedures for cost reduction, and generated purchase requests.
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Find the best Service Desk Manager resume samples to help you improve your own resume. Each resume is hand-picked from our large database of real resumes. Logging of new helpdesk calls on in-house and customer helpdesk applications Distribution and constant following up on logged calls Closing of calls upon completion.
Nov 06, · Help Desk Administrator Resume Samples and examples of curated bullet points for your resume to help you get an interview.5/5(4). Robert Pettit Layman Court Gainesville, GA () [email protected] Job Objective Help Desk Administrator looking for position w.