CV / English / Help Desk Manager

Contact Information

• Address: 4578 Techno Park, Silicon Valley, CA, 90210
• Email: [email protected]
• Phone: (555) 123-4567
• LinkedIn: linkedin.com/in/matthewclarkson

Professional Summary

Proactive and customer-oriented Help Desk Manager with over 8 years of experience in IT support and management. Demonstrated success in leading help desk teams to achieve optimal performance and customer satisfaction. Proficient in developing and implementing standard operating procedures, handling escalation processes, and managing IT projects. Adept at fostering positive relationships with both customers and team members, ensuring high levels of engagement and service excellence.

Core Competencies

• Team Leadership and Training
• Customer Service Excellence
• IT Operations Management
• Problem Resolution Process
• IT Infrastructure & Security
• Strategic Planning & Implementation
• Project Management
• SLA & KPI Management

Technologies & Certifications

• Operating Systems: Windows, MacOS, Linux
• Software: MS Office, Zendesk, Salesforce, JIRA
• Certifications: ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: IT Professional (MCITP)
• Networking: LAN/WAN, TCP/IP, VPN

Professional Experience

Senior Help Desk Manager Tech Solutions Inc., Silicon Valley, CA September 2018 - Present - Lead and managed a team of 20 help desk professionals. - Successfully reduced ticket resolution time by 30% through the implementation of a new ticketing system. - Developed and enforced IT policies, procedures, and best practices.

Help Desk Supervisor Innovative Tech, San Francisco, CA March 2015 - August 2018 - Supervised a team of 12 IT support specialists, ensuring high levels of customer service. - Implemented a customer feedback system that increased customer satisfaction rates by 25%.

IT Support Specialist Digital Dynamics, Los Angeles, CA June 2013 - February 2015 - Provided tier 2 support for a variety of software and hardware issues. - Played a key role in the IT team that migrated the company's systems to a new platform, leading to improved performance.

Education & Training

Bachelor of Science in Information Technology University of California, Los Angeles (UCLA) Graduated May 2013

CompTIA A+ Certification CompTIA June 2013

ITIL Foundation Certificate in IT Service Management ITIL March 2014

Referees

Jane Smith Former IT Director Tech Solutions Inc. Email: [email protected] Phone: (555) 987-6543

David Brown Former Team Leader Innovative Tech Email: [email protected] Phone: (555) 234-5678