Office Support Manager

Posted on: 2006-01-05

Joyce Whitted [email protected] 770-272-8679 Key Skills Experience Help Desk Manager 5 Years Admin/Project Support 8 Years Technical Support 8 Years Education Brenau University – Atlanta, Georgia – August 2000 – August 2001 Business Administration (Part Time) Training • *Microsoft Certified Desktop Support Technician Course – July 2005 • *Certified Wireless Network Administrator Course – March 2004 • Certified Prometric Test Administrator – January 2005 * Could not get certified while I was an Test Center Administrator Employment TechNet Training Centers – Atlanta, GA – Office Support/Administrative Assistant December 2003 – November 2005 • Successfully planned and executed annual signature events for 200-400 people for an IT Wireless Networking Event which generated 20K-40K. • Implemented Classroom process for IT Instructors which caused efficiency for students and instructors • Technically supported pc’s and network for Training Center Mary Hall Freedom House – Atlanta, GA – Vocational Specialist October 2001 – December 2003 • Implemented Computer Training Lab for recovering women of the facility • Increased # of women working by 30% via training and job readiness classes. • Successfully implemented volunteer program so that community could have the opportunity to support organization. GE Capital – Card Services – Roswell, GA – Help Desk Manager March 1999 – October 2001 • Increased First Call Resolution by 25% • Decreased Talk Time by 10% by updated knowledge base utilized • Created synergy between internal help desk and employees by creating bridge events between employees and help desk • Also managed IT Security Group – Responsible for New Hires logons and Password Security and Email Traffic Software Utilized – Microsoft Office 2003, Microsoft XP, Windows 2000, Microsoft Outlook Wireless Utilities for PC cards – Cisco, Netgear, Linksys and Dlink.