Michael Hopkins
Murrieta,CA
Summary
Driven Help Desk Supervisor and Team Leader at USMC Camp Pendleton, adept at leading teams of 15+ to enhance customer satisfaction and resolve complex technical issues. Demonstrates exceptional communication skills and a commitment to continual improvement. Excels in fast-paced environments, showcasing rapid learning and adaptation abilities. Proven track record in training and performance optimization. Organized Help Desk Supervisor with extensive knowledge of hardware maintenance. Successful at leadership and managing productive teams. Committed to excellent and thorough customer service.
Overview
7
7
years of professional experience
Work History
Help Desk Supervisor
USMC Camp Pendleton
06.2019 - 01.2023
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed help desk consisting of 15 employees and conducted performance evaluations.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Team Leader
USMC Camp Pendleton
06.2016 - 06.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Education
Computer Science
Westcliff University
Irvine, CA05.2027
Skills
- Leadership trained
- Scheduling
- Organizational Skills
- Friendly and Patient
- Interpersonal Skills
- Supply Management
- Analytical and Methodical
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Help Desk Supervisor
USMC Camp Pendleton
06.2019 - 01.2023
Team Leader
USMC Camp Pendleton
06.2016 - 06.2019
Computer Science
Westcliff University