           25LIVE FUNCTIONAL ADMINISTRATOR/SUPERVISOR OF I.T. HELP DESK         Professional Summary    Experienced R25/ 25Live  Administrator  committed to maintaining cutting edge technical skills and up-to-date industry knowledge.      Skills          Excellent communication skills  System upgrades  Excellent problem-solving abilities  Microsoft MSCA/MCSE Certified  Excellent problem-solving abilities  Excellent diagnostic skills  Enterprise technologies              Work History      25Live Functional Administrator/Supervisor of I.T. Help Desk    ,     10/2007  
                            to   Current     Company Name   –   City  ,
                          State    Communicate with
and identify the needs of Resource 25 usage for staff members within
the University. Set boundaries for Web
Viewers and Users. Respond to space
requests. As the
University's appointed Resource 25
Administrator, all information
on Resource 25 must be kept current by deleting
space/creating new space  .  Run
weekly reports giving key information as to the events occurring on campus and the Sports Complex. E-mail to members of the events Committee. Take leadership role
at the Events meeting
which precedes  the events meeting.  Run weekly reports  on Sports
Complex activities
and e-mail to Village of  Lisle.   Develop, review and implement policies and procedures for the Resource 25 space
reservation process.     Other
Functions:   Keep
current and communicate with IT on the need for Resource 25 upgrades and research and identify the need for
efficiencies such as the Resource 25 and
PeopleSoft interface.  Train authorized Benedictine staff members
to use Resource 25 at the User level.  Maintain/update Resource
25 web site.   Assist areas within
the Office
of
Operations during summer/vacation period.  Handle/answer inbound requests from customers.  Answer phones professionally. Answer Service
Desk requests and tickets in a timely manner. 
Use questioning and listening skills that support effective telephone
communication. Support and provide superior service to customers via various
communication media. Resolve customer support related issues and provide
customer with proper resolution, via troubleshooting techniques. Deliver prompt
and accurate assistance, with the highest levels of quality service and
professionalism.  Research required
information using available resources.

Transfer requests with
specific/complex inquiries to appropriate department or person.  Use an effective approach to handle special telephone tasks like call
transfers, taking messages, call backs, holds, interruptions, and unintentional
disconnects. Recognize, document and alert the supervisor of trends in the
customer requests. Suggest process improvements for the department. Retain and
execute proficient knowledge of daily processes and procedures. Assist with CSR
training. Assist fellow CSRs with challenging situations. Mentor CSRs. Act as
go-to point person for the department. Act as a Team Lead in the absence of the
Service Desk Team Lead on an as needed basis. Perform CSR responsibilities based on Benedictine University's mission,
vision, direction and business objectives. Reinforce company and department
policies, processes, and procedures. Assist with special projects and other
duties as assigned. Ability to work successfully as part of a team.           Supervisor Public Safety/ Digital Media Tech   ,     09/2003  
                            to   06/2006     Company Name   –   City  ,
                          State      Make frequent patrols, by foot and vehicle, of designated campus areas to watch for unusual or suspicious activities and hazardous situations. Report situations to dispatcher and/or supervisor.Respond to a variety of situations and incidents; including, but not limited to: burglaries, thefts, assaults, sexual assaults, robberies, accidents, medical emergencies, fire alarms, etc. Take positive action on complaints/calls for assistance received from faculty, staff, students, visitors and others.Detain offenders taken into custody until Chicago Police Department is on scene. Notify Chicago Police on all incidents viewed on public or private property in the area surrounding campus.  May be required to testify in court.Respond to a variety of complaints/calls received from residents who live in the immediate campus area.Control access to unauthorized areas. Question suspicious persons as to their purpose for being in a specific location.Screen outsiders or visitors to campus and campus buildings. Check, lock and open University buildings and classrooms for regular classes as well as room rentals in the academic buildings. Check office areas for suspicious activities. Open offices, upon request by occupant, and secure offices when found open and unattended.Write incident reports when action is taken by a Public Safety Officer. Notify Chicago Police on all major incidents/crimes.      Oversees the use of various media equipment, including video, film, photographic and
audio equipment. May oversee or operate highly technical or complex equipment, such
as multi-media and computer projection equipment.  May assist in training, scheduling, and distributing work of other staff, members, students,
casuals and temporary workers.  Provides information and advice to a diverse University public on technically complex
matters. Responds skillfully to a high volume of customer questions and complaints.  May consult with clients in the planning of media production projects or events, and in
developing budgets.  May be responsible for quality control aspects of media production.  May coordinate equipment installation, maintenance and repair needs.  May troubleshoot and perform minor maintenance on equipment and systems.  May make recommendations for equipment purchases, system design, and facility
utilization. Performs related job duties as required.
Typical Requirements
Education: High school graduate or equivalent plus technical school (or equivalent), w         Legislative Aide  ,     02/1999  
                            to   08/2003     Company Name   –   City  ,
                          State        Assisted City of Chicago Alderman in successfully fulfilling their public obligations by providing support services in the areas of administration, communication, research and public relations.  Prepared bills, memos, circulars and other official documents as and when required Wrote press releases and speeches on behalf of the Alderman Managed press conferences and other meetings Maintained digital records of the legislation and filed theoriginal documents for future Planned Alderman's schedule and organized the necessary meetings according to priority Coordinated with other employees and departments Made transport arrangements for official tours          Education      Bachelor of Arts  :   Social Science   ,
                          2015     Benedictine University    -   City  ,
                              State      Top  15 % of class  Emphasis in  [Name of Emphasis]   Emphasis in  Social Science   Top  [Number] % of class         Certifications      Microsoft Certified Professional (MCP)     