Help Desk Supervisor Resume

A Help Desk Supervisor leads help desk employees that include IT technicians. He or she is responsible for providing effective customer services. The help desk supervisor monitors installation and upgradation of hardware and software, plans and provides training, tracks team performance, provides technical support, identifies and troubleshoots hardware and software issues. Aspiring candidates should showcase strong communication, leadership, technical, problem-solving, and customer-service skills along with the relevant work experience in their resumes. They should ensure that their resumes are strong enough to convince the recruiter about their skills like this Help Desk Supervisor resume sample.

Help Desk Supervisor Resume

Christine T. Thomson
1535 Roosevelt Wilson Lane
Los Angeles, CA 90002
Phone: 661-322-4343
Email: christinethompsonn@anymail.com

Job 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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