Help Desk Manager Resume Examples

help desk manager

  • Completely replaced County phone system – upgraded from digital to VoIP, saving $8,000.00 in contracted services for maintenance, while upgrading and enhancing phone system features.
  • Upgraded T1 incoming phone line service to SIP Trunks – increased call volume and dependability of phone service.
  • Installed and setup new Track-It Help Desk ticket system – setup and managed Track-It ticket system for all tickets within IT, increasing communication and ticket resolution by 40%.
  • Updated all Help Desk Policy and Procedures – reviewed and updated all policy and procedures for Help Desk personnel yearly and streamlined procedures, to improve productivity.
  • Performed annual review of Help Desk analytics – set department KPI’s using Help Desk analytics to track results.