Jeanine Hardin
Lead Helpdesk Specialist
Springtown,TX
Overview
24
24
years of professional experience
Work History
Helpdesk Lead Specialist
02.2016 - 09.2024
- Supervised junior help desk/desktop support staff
- Assigned and worked tickets, escalated to different levels based on priority
- Monitored performance to ensure all contractors with non-company laptops had access to network resources including network printers and print services
- Created knowledge and educational documents to help resolve issues or provide insights on how to troubleshoot issues
- Delivered excellent Level 2 customer service, assisted customers with internet questions, performed troubleshooting via phone calls, in person, and on Teams
- Coordinated efficient help desk operations with a strong focus on customer satisfaction
- Developed and implemented MAC support for specialty groups, troubleshooted and maintained all MAC equipment, worked with team members to implement and work with JAMF to set up and secure MACs
- Imaged laptops using Azure scripts remotely and in-house
- Worked with users to replace and set up new users/equipment as needed with terminations or new hires
- Managed inventory control using system app to allow all helpdesk support to see available inventory
- Worked with Azure in imaging, access control, inventory, security, and daily requests for information
- Maintained hardware for C-Level meetings locally
- Involved with project management on branch closures or openings, assisting in assessing moving printers or other needed equipment per Project
- Handled all escalations directly or delegated to a tech, worked exclusively for C-levels providing all levels of support for immediate resolution.
Summary
Leveraging over 24 years of technology expertise, this professional excels in innovativeproblem-solving and consistently boosts customer satisfaction. Skilled in managing multipleprojects concurrently and meeting deadlines with precision.
Experienced Helpdesk Lead Specialist with 8 years of supervising, assigning, and monitoringsupport staff. Proficient in creating knowledge documents, delivering Level 2 customerservice, and coordinating efficient help desk operations. Skilled in MAC support, inventorycontrol, Azure imaging, and C-level support for immediate issue resolution.Leveraging over 24 years of technology expertise, this professional excels in innovativeproblem-solving and consistently boosts customer satisfaction. Skilled in managing multipleprojects concurrently and meeting deadlines with precision.
Experienced Helpdesk Lead Specialist with 8 years of supervising, assigning, and monitoringsupport staff. Proficient in creating knowledge documents, delivering Level 2 customerservice, and coordinating efficient help desk operations. Skilled in MAC support, inventorycontrol, Azure imaging, and C-level support for immediate issue resolution.
Skills
- Employee Relations
- Innovation management
- Workforce Planning
- Logistics Management
- Operations Management
- Supply Management
- Customer Relations
- Maintenance and repair
- Emergency Response
- Technical communication
- Team performance improvement
Accomplishments
- Achieved Mac onboarding by completing setup and Deployment with accuracy and efficiency.
- Supervised team of 8 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 3 in the development of Jamf integration.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Helpdesk Lead Specialist
02.2016 - 09.2024