Manager, Help Desk Support Services
Arlington, Texas
Managed Support Services for a multi-billion dollar division of a major defense contractor with approximately 2500 end users. Maintained conferencing services, video teleconferencing, audio conferencing (Intercall), audio/visual equipment. Purchased IT equipment for new users and system updates. Oversaw data management library. Developed, updated and maintained system images. Tracked, managed, and coordinated desktop support projects. Tracked technology assets in inventory throughout the entire life of the asset. In a timely manner, captured, tracked, and solved level 1 and 2 help requests. Prioritized, coordinated, expedited, and escalated help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and customer needs/expectations. Managed Konica/Minolta relationship. Improved customer relations and communication. Led and demonstrated effective means to meet/exceed customer expectations, such as acceptable time based deliverables and quality control.