Sample Help Desk Support Manager Resume Template

Contact information

Neeraj Doshi

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

Career objective

With Extensive IT helpdesk experience troubleshooting countless problems across a wide variety of platforms and servers I want to work with a developing organization

Career Achievements

• Developed rapport with clients to improve communication between loading crews and drivers and emphasize appropriate safety measures.
• Maintained open lines of communication to identify and resolve problems quickly.
• Ensured quality service by frequently monitoring volunteer performance and identifying improvements.
• Utilized technology solutions to streamline management tasks and reporting functions.
• Conducted post-event analyses to identify strategies to improve processes for future events.

Experience

Help Desk Support Manager

A pack Software, Mumbai, 2007-Present

• Investigate and provide license maintenance; building and maintaining customer relations
• Ability to interact diplomatically with Corporate and legal contacts
• Create, update and query license database in order to provide an accessible central location for license data
• Ability to maintain calm and poise in situations that may be stressful and demanding.
• Proven strong analytical skills, data organization, compilation and reporting ability
• Demonstrate skills in use of typical business software: Word Processing, spreadsheets.
• Solid understanding of Remote Computing technologies including dial-up networking, VPN, and Terminal Servers.

Senior End User Support Technician

Nice Technologies, Mumbai, 2004-2007

• Responded to requests/trouble tickets and supports both internal and external users on various desktop /laptop system issues. Assessed assigned severity levels and prioritize work accordingly.
• Understood and troubleshooting experience with TCP/IP, WINS and DHCP
• Working with users and business departments to analyze and solve business problems
• Built, repaired, configured new/existing laptops and desktops for all our internal and remote users.
• Repaired laptop and desktops as required – replacing worn/defective parts
• Excellent troubleshooting skills with the ability to communicate both verbally and in writing.

IT Intern / Help Desk

Crystal IT Corporate, Mumbai, 2002-2004

• Entry level network administrator of various hardware & Windows operating systems
• Resolved incoming tickets that included help desk support of in-house applications
• Hands on experience troubleshooting computer peripherals among our co-workers
• Multiple tasks/projects such as maintain Active Directory on Exchange Server, new employee profiles & devices needing to be implemented when instructed

Education and Certification

• B Sc. (Information Technology)

St, Xavier’s’ Collage, Mumbai, 2002

• Diploma in Advanced Computer Technology

Casaba Technology Institute, Mumbai, 2002

Software

MS Exchange 5.5/2000, MS Office 97/2000/2003/XP, Norton Anti-Virus (Enterprise), Backup Exec for Windows Ver. 9 and 10, Ghost, PCAnywhere, Image Cast, Desktop Authority, Remote Desktop Protocol, Damesware Mini Remote Control and NT utilities, Remedy Assist in ADP, SQAD, Active-Directory, Landesk, VMWare Fusion with Windows XP Pro, Lotus Notes 6.5, IBM DB2, RAD 7.0, Adobe Photoshop 12.0, Illustrator, Flex Builder, Microsoft Softricity 4.1.0, Firefox, Snagit, Trillion Basic, Acronis True Image, Blackberry Enterprise Server (BES).

Networking:

LAN, WAN, TCP/IP, DNS, WINS, DHCP, FTP, SMTP, SNMP, VPN, L2TP,HOSTS, IPX-SPX, NAT, VLAN, Telnet.

Networking Hardware: Cisco Switches Catalyst 1900/2500, Cisco Routers 2300, Sonicwall, Watchguard, Network attached storage.

Certifications:

Microsoft Certified Systems Engineer; New Horizon School, Mumbai, 2002

CompTIA A+, Network +, Security +, Cisco Certified Network Associate(CCNA)

Honors

• Excellence Award – Q2 2008
• Developed a process to audit eWorkforce Management systems and Call Center systems to identify clients utilizing more licenses than purchased (True-up). This enabled Sales to capture Rs. 1.6K in license revenue in Q2 and over Rs. 3.7K in previous 6 quarters.
• True up wins in Q3 2008 equal Rs. 1.8K
• Rapid and accurate RFP responses (3,000+ Question & Answer pairs update in Q3 2008)

References

Aditya Chopra

Chief Manager

A pack Software

adichopra_B123@yahoo.com

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