Service Desk, Senior Resume Sample

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Bethany Volkman
29326 Nora Centers,  Chicago,  IL
+1 (555) 364 8703

Work Experience

Senior Manager Client Computing & Service Desk
05/2017 - PRESENT
Chicago, IL
  • Properly identify, research, and resolve technical problems for local and remote customers. Requests include installing, configuring, patching, and upgrading software/hardware. Hardware includes desktops, notebooks, printer, copiers, fax machines, telephones, etc
  • Basic computer builds and configuration for new hires according to checklist and procedures prescribed by the Service Desk Manager and Senior Director of Infrastructure
  • Answer calls for Exchange Online/Office365 post migration issues
  • Troubleshoot Outlook issues
  • Customer Focus - Demonstrates the ability to be customer focused and through high quality communication, exceeds customer’s expectations
  • Productivity – Emphasize and enforce process, professionalism and quality throughout the staff, whilst increasing the department’s productivity
  • Personnel Management – Responsibility for a team of Repair engineers, including coaching, contributing to individual objectives and appraising team performance, regular 1-2-1’s and ensuring adequate staff coverage
  • Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services
Senior Team Lead, Service Desk nd Level
07/2011 - 12/2016
Boston, MA
  • During network or any major incidents crisis situations need to manage technical , crisis bridge and further communication flow, to keep all concerned updated of the progress of the problem resolution
  • Act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA
  • Perform assigned tasks on 24 x 7 shift basis (12-hour shifts)
  • When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA
  • Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements
  • To proactively detect incidents related to Service Operations services conduct diagnostics provide ownership to ensure resolution of customer incidents
  • When/where required perform assigned tasks on 24 x 7 shifts basis
  • Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
Senior Agent Service Desk
03/2005 - 04/2011
Chicago, IL
  • The Senior Agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone
  • The Senior Agent has the responsibility to assist junior service desk agents
  • Recruit, hire, and develop an agile, capable team. Define roles and responsibilities; Ensure staff receive the training and support they need to be successful and foster a culture of exceptional customer service
  • Identify and mentor future leaders; employ successful strategies for succession planning and operational continuity
  • Develop and execute short-term and long-term strategies for IT service management that align with industry standards and best practices; Develop management practices and procedures that support and measure the capabilities, effectiveness, and efficiency of IT service support activities; Proactively adjust resources as needed to meet established service levels
  • Demonstrate the value provided by IT service desk activities through a combination of qualitative and quantitative service performance and customer satisfaction metrics; Identify and report on key performance indicators, implement standardized processes and procedures
  • Serve as a catalyst for continuous service improvement and optimize resources to deliver the best possible value; lead through change and adversity with courage and compassion
  • Coordinate resolution of complex issues that involve multiple technical resources. Facilitate customer communications during service interruptions or outages. Serve as the escalation point for customer service problems or complaints


Morrison University - Reno Campus
2000 - 2004
Bachelor's Degree in Computer Sciences

Professional Skills

  • Excellent customer communication skills both verbal and written in English and other languages as required
  • Excellent customer communication skills, both verbal and written, in English
  • Experience with employee recruitment, hiring, retention, and development; Experience developing employees in a variety of backgrounds and disciplines
  • Two (2) or more years’ experience with Altiris IT Service Management to include managing all phases of issue workflow in Altiris ITSM Service Desk Model
  • Experience in a call center management role managing over leadership
  • Experience leading organizational change from concept through successful implementation
  • Five (5) or more years’ experience on intelligence networks

How to write Service Desk, Senior Resume

Service Desk, Senior role is responsible for travel, telecom, design, reporting, wireless, mac, training, retail, software, health.
To write great resume for service desk, senior job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Service Desk, Senior Resume

The section contact information is important in your service desk, senior resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Service Desk, Senior Resume

The section work experience is an essential part of your service desk, senior resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service desk, senior responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk, senior position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Desk, Senior resume experience can include:

  • Serve as an active member of the senior management team to develop management practices, guidelines, and policies that govern IT. Ensure organizational health through effective change management, communication, and leadership strategies
  • Computer systems support experience, mostly working directly with end-users
  • Initiate and lead medium to large projects and initiatives. Coordinate resources, prioritize and plan work, and oversee the overall success of the project
  • Experience in application support for Microsoft Outlook, Microsoft Office, Active Directory, and Anti-Virus applications
  • Expert technical knowledge of PC operating systems including Window 7/8/10 and Mac
  • Maintains documentation including Visio diagrams and contact information for vendors

Education on a Service Desk, Senior Resume

Make sure to make education a priority on your service desk, senior resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk, senior experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk, Senior Resume

When listing skills on your service desk, senior resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service desk, senior skills:

  • Experience in applying ITIL and ITSM best practices
  • Collaborates with Service owners and Regional delivery leads for benchmarking of emerging / innovative technologies for end user support
  • Monitors licensing usage and compliance of end user computing software
  • Works with carriers to troubleshoot and diagnose telecom problems, opening tickets and escalating as required
  • Participate in Net Ops projects delivering assigned tasks and managing assigned project activities
  • Oversees shipping, receiving and other office administration functions

List of Typical Experience For a Service Desk, Senior Resume


Experience For Senior Manager Client Computing & Service Desk Resume

  • Have a tangible voice in proposing solutions for common problems and incidents into the team
  • Be the face of all things IT to our business partners, both retail stores, and corporate users
  • Be able to successfully resolve 95% of all incidents and requests that come into the Service Desk
  • Partner with a cross functional group of subject matter experts to design and execute your strategy

List of Typical Skills For a Service Desk, Senior Resume


Skills For Senior Manager Client Computing & Service Desk Resume

  • +1 years of experience on data and/or quality management
  • Proven ability to develop people in leadership and management roles
  • Recognized industry certifications such as MCSA CCNA CCNP ITIL Service Management or equivalent experience required
  • Help Desk Experience in a supervisorial role
  • 1 – 3 years’ work experience,
  • Collaborates with regional IS leadership, country IS and End User Support (EUS) external provider to ensure value is realized from outsourcing engagement

Skills For Senior Team Lead, Service Desk nd Level Resume

  • Runs recurring operation reviews and meetings with global scope
  • Completed at least two years of College education or equivalent IT / technical training
  • Windows 7 (Intermediate) – 1 year
  • Windows 10 (Intermediate) – 1 year
  • Accountable for the overall delivery and governance of End User Support
  • Collaborates with global and regional EUS service owners and Regional Service Delivery Leads (RSDL) on strategy and global delivery approach to ensure alignment of support options across regions
  • Collaborates with other Global and Regional IS Service Leads to provide consistent delivery of multiple services globally

Skills For Senior Service Desk Administrator Resume

  • Creates and evolves long-range plans and goals for the service
  • Creates operational management documentation and updates including but not limited to Visio Environment Diagrams, functional and technical requirements, process flows and guidelines
  • Develops and maintains service delivery models tailored to the regions in liaison with regional / country IS and RSDLs ensuring financial and service performance optimization
  • Strategically manages service to reduce service cost year over year, increase innovation and identifies key areas of improvements and collaborates with key stakeholders to determine action steps
  • Monitors global vendor performance service level agreements (SLAs) and collaborates with vendor regarding any remediation
  • Evolves the service and adds options which provide better fit for purpose

Skills For Senior Agent Service Desk Resume

  • Partners with provider to develop regional operational reports
  • Represent EUS in global (and if required, regional) IS Leadership committees
  • Partners with provider’s service management office to operationalize service management
  • Travel globally up to 5%
  • 27th of Aug, 2018
  • 28th Aug to 30th of Aug, 2018
  • ‘think out of the box’, develop and implement new processes

Skills For Senior Manager, Service Desk Resume

  • Drive vendor performance and evolving services to meet company’s strategies and goals through reporting, monitoring and communicating, and service provider metrics
  • HDI Team Lead/Manager/Director Certification, ITIL certification or industry standard Equivalent
  • Customer specific services and solutions
  • Product knowledge of some of SITA's products & services
  • English OR German Language proficiency (B2 Level)
  • The Office of Technology currently has three vacancies for a Help Desk Service Specialist Senior; responsible for answering calls and providing Tier 1.5 support for Office 365 mail migration related issues and questions
  • Experience with Radiology/Healthcare Information Systems beneficial

Skills For Information Systems Senior Manager Global Information Service Desk Resume

  • Provides support to end-users on computer systems (Macintosh and MS-Windows), Off-The-Shelf and proprietary application software, computer systems and Smartphones
  • Troubleshoots BYOD (Bring Your Own Device) iPad and Android based tablets, iPhone and Android based phones, Blackberry devices and other peripherals in the enterprise
  • Gathers quotations and fulfills requests and while maintaining IT assets in the ITAM tracking application
  • Administers computing resources including active directory, print servers, email and debugs through remote access
  • Gathers requirements and proposes solutions for end-user computing activities and projects

Skills For Service Desk Senior Specialist Resume

  • Maintain and allocate IT and facility equipment as required to support expansion and new hires. Responsible for monitoring service ticket tracking application for notification of new issues being reported
  • Serves as primary contact for troubleshooting, diagnosis, and escalation of technical issues and communicate regularly with j2 staff to drive resolution
  • Participates in on-call availability and escalation that provides 24x7x365 emergency support
  • Provide remote hands support of j2 Production Systems in EU colocation’s and Data Centers. Coordinate contractor visits to Data Centers for equipment installation
  • Serves as primary contact for troubleshooting, diagnosis, and escalation of technical issues and communicate regularly with Los Angeles staff to drive resolution
  • Serves as liaison with building management on moves, service issues and related items

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