Jeff Seeker
1234 Walnut St. • Nutley, NJ 22555 • (123) 456-6789 •
S
UMMARY
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.
P
E
ROFESSIONAL
XPERIENCE
Nextel Business Group, New York, NJ
1996 – Present
Helpdesk Manager (2002 – Present)
st
nd
Oversee all operations and functions of high-volume help desk operation providing 1
and 2
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 moves.
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 programs.
Service Manager (1998 – 2002)
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 agreements.
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 resources.
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.