Carter Henry
Omaha,Nebraska
Summary
As a dedicated and goal-oriented Help Desk Manager, my career goal is to continually expand my knowledge and experience in the tech industry. My most recent position at QuikServe Solutions allowed me to refine my skills in organizing and directing the work of Help Desk staff, managing the processing of incoming calls and emails, and providing guidance and follow-up on open tickets and issues within escalation groups.
As a driven and ambitious individual, I am eager to continue growing my career in the tech industry. With my strong technical skills and my ability to manage teams and provide exceptional customer support, I am confident that I would be a valuable asset to any tech company.
Overview
11
11
years of professional experience
Work History
Help Desk Manager
QuikServe Solutions
09.2021 - 04.2024
- Led and coordinated projects and daily Help Desk operations to optimize efficiency
- Managed a team of 15 personnel to perform high priority requests and organize call volume intake
- Supervise the handling of incoming calls and emails to ensure prompt resolution of end-user concerns
- Initiated and guided the organization and management of Help Desk operations, streamlining call and email processes
- This led to a 40% reduction in issue resolution time and improved customer satisfaction
- Direct the creation and rollout of training resources and technical writing for technical staff
- Collaborate with team members to expedite issue resolution, ensuring documentation and communication via email or CRM
- Monitor performance metrics to pinpoint opportunities for team enhancement and problem resolution
- Guarantee effective follow-up and communication with end-users
- Led in Data building of current promotions and digital displays for all nationwide commercial chains and local businesses in the area
- Supervised the installation and post-installation training at new locations, ensuring equipment functionality
- Installed numerous point of sale, networking, and security systems at multiple national locations
- Provided on-call support and conducted after-hours onsite visits to troubleshoot networking, training, and power issues, encompassing credit card machines, POS printers, POS systems, and network infrastructure.
Help Desk Analyst
QuikServe Solutions
09.2021 - 03.2022
- Offer assistance and resolution for system issues encompassing Point-of-sale, Back of House, Reporting, and other Support Solutions via phone and email
- Aid in hardware and software installation both in-store and remotely
- Log, track, and update tickets in CRM systems such as GOTO Resolve and Netsuite
- Address networking challenges onsite or remotely within NSM/Sonicwall cloud
- Troubleshoot a range of devices including Kitchen video Screens, Credit Card devices, Receipt and Label printers, Switches, and Managed Firewalls like 'Sonicwall'
- Collaborate in the installation of various devices through third-party vendors
- Validate sales, time punches, and timing data for reporting purposes
- Deliver technical support by diagnosing, addressing, and resolving technical issues
- Assess the need for equipment repairs or replacements as required
- Identify and rectify discrepancies in financial reports for customers accurately and promptly.
Help Desk Technician
Bank of the West
06.2021 - 09.2021
- Address customer inquiries via inbound calls, emails, chat, and web tickets within specified SLA’s
- Document incidents and service requests, categorize, and prioritize them accordingly, adhering to ITIL guidelines
- Keep users informed about request statuses and close incidents upon user satisfaction with the outcome
- Perform troubleshooting for desktop and OS issues, Custom and COTS applications, Exchange-related matters, End devices, VPN, VOIP, and SharePoint, following guidelines in knowledge bases
- Conduct remote desktop troubleshooting, escalating complex incidents and requests to higher tier groups when necessary
- Handle Active Directory requests, troubleshoot print server issues, and optimize Outlook performance
- Executed the deployment of Windows 10 onto the new database.
O&P Technician
Hanger Clinic
03.2015 - 07.2021
- Fabricated, repaired, and maintained orthoses and/or prosthetics devices
- Acted as Inventory Coordinator between multiple branch locations
- Managed shipment and distribution of finished products to customers
- Assisted with casting out limbs for patients and assisted with OTS modifications and patient fittings
- Answered calls and assisted patients with scheduling and insurance concerns
- Involved with fixing, measuring, and modifying back, neck, and leg braces
- Took care of resoling, strap fabrication, heel lifts, and other modifications
- Continued support with networking to all work stations and Cisco phones in the clinic.
Freight Team
Fleet Farm
07.2018 - 02.2019
Assistant Coach (Level 1 Coach / Level 1 Mobility)
CrossFit Beo
11.2014 - 01.2019
Grounds man
Asplundh Tree Services
08.2014 - 11.2014
Account Specialist / Tier 3 Support
Stream Global Services
01.2013 - 07.2015
- Managed and resolved tickets regarding billing and technical issues for an average 40 cases a day
- Led a team of technicians for customer account recovery and acted as Roaming Supervisor for multiple bays
- Practiced information assurance through the security of private and sensitive information
- Assisted with two factor authentication implementations for customers
- Tested programs to find glitches and ways to fix the problems with the programs
- Site testing and deployment of a messaging chat system for more efficient customer care
- Troubleshoot products, Xbox, Microsoft Computers, Networking and Hardware questions.
Education
High School Diploma -
East High School
Sioux City, IA05.2011
Skills
- Ticketing system proficiency
- Service Desk Team Management
- Client Relationship Management
- Project Leadership
- End-user support
- Escalation Handling
- ITIL Knowledge
- End-User Training
Timeline
Help Desk Manager
QuikServe Solutions
09.2021 - 04.2024
Help Desk Analyst
QuikServe Solutions
09.2021 - 03.2022
Help Desk Technician
Bank of the West
06.2021 - 09.2021
Freight Team
Fleet Farm
07.2018 - 02.2019
O&P Technician
Hanger Clinic
03.2015 - 07.2021
Assistant Coach (Level 1 Coach / Level 1 Mobility)
CrossFit Beo
11.2014 - 01.2019
Grounds man
Asplundh Tree Services
08.2014 - 11.2014
Account Specialist / Tier 3 Support
Stream Global Services
01.2013 - 07.2015
High School Diploma -
East High School
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