Experienced IT Help Desk Coordinator who is certified by many software developers as a tech support expert. Adept at analysing a problem and creating a solution, working within the policies of the company and assisting others in solving complicated issues. Specialises in legacy software platform support and hardware support.
Certified support professional by every major software and hardware manufacturer in the industry
Excellent analytical skills
Works very well in a team environment
Strong communication skills
Able to innovate efficient ways to monitor a large amount of help desk calls
Supervisory and managerial experience
Perpetually pursuing education in line with profession
October 2011 to July 2014 Breedon Shoes-Manchester, UK IT Help Desk Coordinator
Responsible for managing a team of support associates who received calls from stores all over the area.
Developed a more efficient way to monitor and log support calls.
Worked with human resources group to develop a comprehensive job description for each support position.
January 2007 to October 2011 Wilson Industrial Sales-Manchester, UK IT Help Desk Coordinator
Assisted in developing a multi-staged roll-out for a new networking software platform.
Responsible for training and ongoing education of all help desk personnel.
Assisted in developing the weekly work schedule for each associate.
July 2001 to January 2007 Gruber and Associates-Manchester, UK IT Help Desk Coordinator
Responsible for gathering all help desk logs at the end of the day and generating a report for management.
Assisted in taking calls from corporate users.
2001 University Of The Woodlands, London, England, UK, Bachelor’s Degree, Computer Science