Black Hills CorporationHelpdesk Supervisor
Jan. 2004 - Oct. 2006Key Responsibilities: - Managed and supervised the daily activities of the Help Desk and Support Services employees, to include training, coaching, organizing, planning, and staffing operations. Staff of 3 direct and 2 indirect employees. - Provided on-call support after hours and on weekends on a rotating schedule.
- Identified, researched, and resolved complex technical problems while ensuring that service levels were maintained. I earned a reputation for quickly responding to customer problems, prioritizing customer requests, and resolving complex issues.
- Organized and managed the flow of equipment and information to and from vendors, peers, users and management; assist with IT equipment distribution, transfer and final disposal.
- Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows 2000, Windows XP Professional, MS Office, Lotus Notes, Internet connections, AS/400, various company specific software and hardware/peripherals.