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<pre>Array ( [var] => cut_url ) </pre> Resume for Christine C. for IT / Technical Support in Richmond, Virginia. Search More Resumes for IT / Technical Support on Resumark.com #NUIAQ5ULJ
 

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Resume for Christine C. for IT / Technical Support in Richmond, Virginia




Occupation: IT / Technical Support Industry:
Country: United States City: Richmond
State: Virginia ZIP: 23228



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Christine W. C.

Williams Street Richmond, Virginia     

 

ITIL PRACTITIONER SERVICE DESK MANAGER

Action and results oriented selfmotivated service desk manager who takes the initiative for change and has a strong belief in ownership and accountability looking for a position where I can be a vital part in the growth of a company. Exceptional team management abilities with a proven track record for developing teams and individuals.  Strong customer service skills.  Demonstrated flair for communications with an unique talent to convey technical information to nontechnical people.   

Key skills

Troubleshoot, examine, document and solve technical issues surrounding network and internet connectivity, email, hardware, Windows/Vista/XP, MS Office Suite //, and various software including Velocity, Nuance, Adobe, Visio, Symantec Ghost, Active Directory, SQL Database, VBA, VMWare, Citrix, Remote Desktop, Dameware, AppRiver, and LogMeIn Rescue. Proficient in several ticketing software programs TrackIt, Peregrine, HP Service Center, Epicor ITSM. 

CORE COMPETENCIES INCLUDE

Remote and Onsite team building, management, and development

Incident/Problem/Change Management and Crisis Management 

Building customer relations

Retail sales and customer service

Technical documentation and process improvement 

Desktop Imaging and troubleshooting support in Microsoft XP and Windows

Remote and onsite team building, management, and development   

PROFESSIONAL EXPERIENCE

Service Desk Manager                                                               

Hull and Company Incorporated       Richmond, Virginia

August April

Located $, worth of missing computers and produced a new process for buying and tracking hardware and software assets.

Developed a Change management process to be used for network, software, and hardware changes resulting in better communication between teams as well as endusers.

Performed interviews for potential hires, provided feedback for staffing and budgeting plans, and resolved  team conflict and communication problems.

Employed a single point of contact for all IT issues via the ticket tracking system reducing 
customer issues and perceived workload for the IT department.
 

Helpdesk Supervisor                                      

Hull and Company Incorporated Contractor for BBSolutions   Richmond, Virginia

April August

Directed and developed a highly motivated core team of five remote service desk technicians  supporting over twenty offices and , endusers via telephone and email. 

Purchased and implemented a new ticketing system to allow for growth within IT and the company that included Change and Configuration Management as well as a shared knowledge and document database for technical training materials, job aids, and processes including the latest technologies.

Negotiated preliminary Service Levels increasing customer response and boosting confidence in IT.

Owned the service desk notification process for service interruptions to create effective communications and a consistent image. 

Point of Sale . Support Supervisor                                                           

Circuit City Incorporated        Richmond, Virginia

January March

Managed the Point of Sale . Support team of eight to facilitate the transition to the new point of sale system while continuing to provide hour daily assistance for the legacy point of sale system and continuing to challenging and developing employees.

Provided daily sales data for with Circuit City/J.P. Morgan Chase network conversion project using SQL database queries and realtime transaction support.

Consulting with store personnel and using SQL database queries I discovered a loss in data transmissions resulting in thousands of dollars in lost sales transactions. Partnered with business and vendormanaged IT Middleware, Sun/Linux, UNIX, Network Support, etc. to resolve the root cause and monitor for future issues. 

Service Desk Supervisor

Circuit City Incorporated        Richmond, Virginia

August January

Supervised a team of over thirty telecommuters who provided first and second level support for various technical platforms for over , field and corporate employees including over retail and web locations.

Partnered with business owners and third party vendors to develop escalation policies and SLA’s that ensured rapid restoration of services and / support.

Initiated a Hurricane disaster recovery plan at the store level that involved Loss Prevention, business and IT partners to protect personnel and store assets during a natural disaster.

Collaborated with the Problem Manager to provide major incident review documentation during the Problem Management Review Board Meetings and RCA's. Worked with process managers to champion Incident, Problem and Change Management across the organization.

Researched a drop in communications for prepaid gift cards, and discovered a loss of approximately $.  

Solution Center Team Lead                                                                                               

Circuit City Incorporated        Richmond, Virginia

January August

Daily review of tickets for repetitive issues led to the reduction of second level support calls for RF scanner hardware by %.

Led team to resolve % of printer calls resulting in a yearly savings of over $,.

Provided training for IT teams via meetings, email, and knowledge database entries.

Coordinated monthly team lead meetings to discuss and proactively anticipate possible user issues. 

Helpdesk Senior                                                                                                                  

Circuit City Incorporated        Richmond, Virginia

August January

Refined and documented existing procedures resulting in the improved efficiency and effectiveness of the team’s service to its customers.

Provided overall technical guidance as a subject matter expert to identify and resolve incidents and provide statuses on user issues .

Averaging up to , calls per month, performed troubleshooting and diagnosed enduser issues; escalated identified problems to appropriate staff; maintained documentation accordingly. 

CERTIFICATIONS

ITIL Information Technology Infrastructure Library Foundations v

ITIL Practitioner, Support and Restore v  

EDUCATION

Bachelor's Degree in Speech TV/Radio emphasis Minor in English  Radford University  Radford, VA


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