Walnut St. • Nutley, NJ 22555 • (123) 456-6789 • email@example.com
More than five years of experience directing large-volume
call center and help desk operations, with over six years of management
experience altogether. Proven ability
to hire, train, and lead highly effective teams and programs. Consistent record of meeting or exceeding
all customer service and technical support goals. Adept at coordinating major hardware, operating system, and
software implementations, as well as coordinating movement of resources. Strong background in inventory control,
shipping, and receiving. Highly
familiar with directing personnel training, end user support, and reporting
functions. Outstanding presentation and
communication skills. Multiple
certifications, including MCSE 2000.
Nextel Business Group,
New York, NJ 1996 – Present
Helpdesk Manager (2002 – Present)
Oversee all operations and functions of high-volume
help desk operation providing 1st and 2nd level support
for more than 5,500 users.
Hire, train, and supervise team of 19 analysts. Perform performance reviews. Serve as final escalation point before
manufacturer / vendor / service provider.
Monitor daily activities and performance to ensure
compliance with all service agreements.
Compile and analyze data, prepare daily reports on call volume, abandon
rate, carry over, and outages for senior management.
Review help desk operations, software (Remedy), and
user needs. Forward recommendations
regarding enhancements or potential operational improvements.
Plan and implement hardware and software upgrades for
main location and three satellite sites.
Arrange and coordinate resource moves, including recent
move of 600 users, with no down time.
Work in conjunction with specific project managers on all aspects of
Review daily problem management tool to ensure team
consistency regarding troubleshooting methods, accuracy of call log, and user
profile information. Maintain
compliance with all standard operating procedures.
Currently in preparation stage for major project,
involving upgrade of all user computers from Windows 95, 2000, or NT to Windows
XP Professional, in order to standardize all 5,500 users.
Project involves coordinating logistics of set up and
rollout of machines with no downtime for users, as well as planning for
training on new operating system, while ensuring no loss of data / files / key
Service Manager (1998 –
Supervised team of 35 desktop support technicians,
including customer and network engineers.
Planned and carried out restructuring of desktop
support team, reducing headcount and costs while continuing to meet all service
Served as point of escalation for all desktop issues,
and as liaison to helpdesk manager as well.
Oversaw and coordinate movement and set up of
Conducted audits of technician performance to ensure
compliance with all manufacturer, company, and warranty requirements.
Monitored and compiled weekly service information, and
reported to senior management. Carried
out weekly status meetings to review customer satisfaction levels.
Maintained and updated standard operating procedures,
employee training program, and Remedy administration program. Performed annual reviews of all personnel.
Jeff Seeker Page 2
Call Coordinator / Service Support Specialist
(1997 – 1998)
Provided technical support to end users for PC-related
issues. Reviewed calls, performed
troubleshooting, routed calls to appropriate service group as necessary.
Maintained call and problem management logs, followed
up with all users to ensure resolution of problems.
Monitored and maintained desk side queue, dispatched
technical service personnel to user locations.
Coordinated efforts with help desk and desktop support
manager to ensure proper escalation and arrange resource relocations.
Oversaw equipment and user set up for all new users.
Shipping and Receiving Coordinator (1996 – 1997)
Managed receiving and deployment of all computer
equipment for large financial services company.
Ensured all new equipment entered into system, and that
all equipment functional upon receipt.
Supervised logistics of allocating equipment to
appropriate groups. Prepared equipment
for installation prior to forwarding.
Maintained inventory records of all equipment
purchased, and provided management with reports to match received goods with
Certificate of Completion, Two-week Microsoft Systems
Engineer Bootcamp (1999)
Course work in Business Administration, Nordel County
College, Caldwell, NJ
MCSE XP (in progress)
Certificate of Excellence, 1999
Excellent Spirit Award, 2001
Outstanding Customer Service Award, 2001
Fluent in Spanish
Microsoft System Engineers Club
Keywords: Help Desk Manager, technical Support Manager,
Technical Services Manager, Senior Manager, IT Support Manager, MIS Manager, Computer
Services Manager, Technology Services Manager, Supervisor