Experienced Help Desk Team Leader offers extensive troubleshooting knowledge and a broad knowledge of a variety of software applications.Professional has good supervisory and customer service skills with the ability to troubleshoot hardware issues.Brings eight years of experience as a help desk team leader along with a Bachelor’s degree in Computer Information Systems.
Extensive knowledge of Cisco, Microsoft Office, Active Directory, Microsoft Enterprise, Remote Access, Visio and Anti-Virus
Excels at hardware and software troubleshooting
Experienced with Service Desk tools
Excellent customer service skills
Good communication skills
Ensures standards and protocols followed
Excellent supervisory and monitoring skills
June 2009 to July 2014 IT Professionals, Inc.Â—London, UK Help Desk Team Leader
Provided services to customers.
Provided troubleshooting of desktop and laptop systems.
Utilised Remote Access when needed.
Completed remote virus removal and installation of Anti-Virus software.
Ensured customer time-frames were met by Help Desk Team.
Provided both first and second-line support for operating system issues.
Ensured all calls made to the Help Desk service were answered within established time frames.
May 2003 to May 2009 Dell Computers, Inc.Â—London, UK Help Desk Team Leader
Supervised both the on-site and off-site Help Desk team.
Implemented changes and monitored them to Help Desk services.
Interacted with customers and completed troubleshooting of issues.
Developed scripts using the Service Desk tools.
Provided end-to-end management of all reported problems.
2002 London Pacific University, London, England Bachelor’s of Science degree in Computer Information Systems