Helpdesk
I have been involved within Helpdesk operations at various levels throughout my career.
My Helpdesk involvement begins with the direct handling of inbound support phone calls and ends with my having the overall management responsibility for all Helpdesk functions within several corporations.
My experience includes all of the following Helpdesk tasks or management elements:
- Direct One-On-One Customer Care
- Level 1 and 2 Phone Support
- Staff Management & Leadership Development
- Helpdesk Transitions & Migrations
- Ticketing systems
- Call Volume and Trend Analysis
- Service Level Agreement (SLA) Management
- Key Performance Indicator (KPI) Tracking and Reporting
- Problem⁄Incident Management
- ACD Management
- SAS 70 Auditing
- Customer Survey Programs
- Customer Generated Voice-Mail and Email Management
- Vendor Management
Support Activity Matrix
| Technology Type | Where Acquired |
|---|---|
| Active Directory Working Knowledge | Citigroup |
| Adobe Products | Webpedal |
| Antivirus - McAfee | Webpedal, Dell |
| Cabling and Hardware Troubleshooting | All |
| IBM Lotus Notes/Domino | CSC |
| Microsoft Office, 2003, 2007 | CSC, Citigroup, Blockbuster, Webpedal |
| Microsoft Outlook, 2003, 2007 and Exchange Server | CSC, Citigroup, Blockbuster |
| Password Reset | Citigroup |
| Printers – Local and Networked | CSC, Citigroup |
| VPN Remote User Troubleshooting | CSC, Dell |
| Web Browsers – Internet Explorer, Firefox, Opera, Chrome, Safari | Webpedal |
| Windows NT, 2000, XP, Vista | CSC, Webpedal |
Experience Matrix
| Company | My Title | End User Type | Helpdesk Analysts | Avg. Call Volume (Monthly) |
|---|---|---|---|---|
| CompuCom | Quality Analyst | Corporate⁄Banking | NA | NA |
| Citigroup | Helpdesk Analyst | Corporate HR | 12 (Dedicated) | 6,000 |
| Blockbuster | Helpdesk Manager | Corporate | 16 (Leveraged) | 2,000 |
| CSC | Service Delivery Manager (Leveraged) | Corporate and External Customer | 30 (Leveraged) | 10,000 |
| Aetna | Helpdesk Manager (Leveraged) | Corporate | 8 (Dedicated) | 2,500 |
| UTD | Data Center Manager (Leveraged) | Corporate | 8 (Leveraged) | 1,200 |