Sample I T Help Desk Manager Resume Template

Contact information

Neeraj Doshi

C234, East Padmavati Colony, Mumbai
(789)-121314

Career objective

Actively seeking a position with a dynamic company that will leverage my exceptional verbal and written communications skills, excellent customer relationship talent, and outstanding problem solving and problem management abilities to achieve positive results.

Career Achievements

  • Sound experience encompasses a strong, diverse background in customer service, support and training roles within various environments.
  • Uphold highest level of professional and personal ethics. Proficient in use of technology including Microsoft Office; Microsoft Project; and other software applications.
  • Improved customer relations skills by practicing techniques to exercise diplomacy and employ active listening skills.
  • Recruited, trained, and evaluated office support staff. Mentored new employees on company objectives, business standards, and employee expectations.
  • Managed all aspects of customer relationship management on a daily basis, which resulted in increased customer retention levels.

Experience

I T Help Desk Manager

Golden Nest Technologies, Mumbai, 2007-Present

  • Successfully implemented Golden Nest Communication Platform (eLearning software) to new clients: performed project kick-off activities, created Statement of Work and project plan, acquired and scheduled resources, communicated progress to client and internal stakeholders and managed technical issues.
  • Provided client training on software application, as well as online course design and delivery techniques, both in person and online.
  • Provided onsite assistance for customer web casts.
  • Created and documented standard Inter wise Project Implementation Methodology for deploying software. Supervised and assisted with training newly hired project managers.
  • Streamlined business processes within the office, which significantly increased operational efficiency levels.
  • Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills.

Technical Support Specialist

Sun Tech Group, Mumbai, 2004-2007

  • Provided 2nd and 3rd level support for clients in isolating and troubleshooting communication problems for public and private nationwide WANs.
  • Created, developed and implemented online video training for new support employees. This save 50% training time and did not require one of the senior personnel to spend days training new employees.
  • Directly provided customer technical support via telephone and onsite visits for financial analytic software product.
  • Investigated and resolved client technical issues or escalated issue to software developers.
  • Assisted with administration and upgrades of Netware servers, including operating system, hardware upgrades and backups.
  • Managed network and telephone system cabling installation for office expansion.

Call Center Support Manager

Vision Tech Enterprise, Mumbai, 2002-2004

  • Scheduled regular staff training to enhance product knowledge, improving customer service.
  • Initiated development of an order tracking system, enhancing on-time delivery performance.
  • Received numerous accolades and letters of appreciation from customers and visitors.
  • Promptly answered telephone calls to reflect professional corporate image.
  • Plan, direct, supervise, and evaluate workflow processes, ensuring highest levels of customer service, accuracy, and time compliance.
  • Independently researched, responded to and followed up on requests from management personnel.

Education and Certification

  • A.A.S.( Computer Science)

Trinity College, Mumbai, 2004

  • B Sc.

Trinity College, Mumbai, 2002

Honors

  • Vice President of State I T Helpdesk Employee Association.
  • Called for assisting in preparing I T Course books for Bihani High School.
  • Part time free Computer tuitions for poor students

References

Aditya Chopra

Chief Manager

Golden Nest Technologies

adichopra_B123@yahoo.com

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