CV / English / Help Desk Supervisor
Personal Information
Name: Mark Turner Address: 452 Sunshine Avenue, Techville, TX, 75001 Phone: +1 (555) 023-4567 Email: [email protected]
Brief
A dedicated Help Desk Supervisor with over 7 years of experience in IT support and customer service. Expert in leading support teams, managing IT projects, and delivering exceptional customer satisfaction. Demonstrated ability to improve help desk operations, reduce response times, and enhance system efficiencies. Looking to leverage extensive background in IT support management to contribute to the success of your team.
Core Competencies
- Team Leadership & Training
- IT Support & Help Desk Operations
- Customer Satisfaction Enhancement
- Incident & Problem Management
- Process Improvement & Implementation
- Project Management
- Communication & Coordination
Technologies & Certifications
- Proficient in Microsoft Office Suite, Windows OS, macOS, and Linux
- Experienced with help desk software (Zendesk, Freshdesk)
- Knowledge of network troubleshooting and remote support tools
- CompTIA A+ Certification
- ITIL Foundation Certified
Professional Experience
Help Desk Supervisor Tech Solutions Inc., Techville, TX April 2018 – Present - Lead a team of 10 help desk technicians, providing guidance, training, and support to ensure high levels of customer service. - Implemented a new ticketing system that improved ticket resolution time by 30%. - Developed and delivered monthly reports to management on help desk performance and customer feedback.
Help Desk Analyst Global Tech Inc., Techville, TX June 2015 – April 2018 - Provided first and second-level support for over 4000 internal users, resolving issues related to software, hardware, and networking. - Contributed to the development of an FAQ resource for common issues, reducing incoming ticket volume by 15%. - Played a key role in the upgrade of the company's internal communications system, significantly improving team collaboration.
Education & Training
Bachelor of Science in Information Technology Tech University, Techville, TX Graduated: May 2015
CompTIA A+ Certification Received: June 2015
ITIL Foundation Certificate in IT Service Management Received: November 2016
Referees
Available upon request.