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Skills

  • Mentorship and staff development
  • Cash Handling
  • Incident Management
  • Word processing
  • Customer service
  • Effective delegation to ensure optimal team performance
  • First Aid/CPR
  • Operational improvement
  • Cross-functional collaboration
  • Process automation implementation

Work Experiences

  • Collaborated with the systems administration team to monitor system performance, allowing the team to proactively address potential outages and reduce downtime by 31%.
  • Achieved results over a 15-month period.
  • Decreased ticket backlog by 63% over a 5-month period by restructuring ticket flow and prioritization.
  • Collaborated cross-departmentally.
  • Achieved resolution within 8 hours.
  • Decreased missed SLAs by 42%.
  • Achieved a 71% improvement in first contact resolution rate.
  • Conducted monthly performance reviews with staff, focusing on areas for improvement and resulting in a 23% increase in average response speed.
  • Achieved a 76% increase in issue-handling efficiency.
  • Ensured transaction security by comparing payment cards to identification.

Summaries

  • Achieved a 23% decrease in service desk incident frequency.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Service Desk Supervisor with 9 years of experience working in a guest service environment.
  • Avoided external vendor involvement.
  • Service Desk Supervisor with 5 years of successful budget management and project management experience.
  • Achieved 82% SLA performance during initiative.
  • Accomplished in developing and maintaining robust knowledge base articles, contributing to a 15 minute decrease in average ticket resolution time.
  • Within Customer Service, senior Service Desk Supervisor and outstanding performer in budget management and strategic planning.
  • Customer engagement, cross-functional collaboration and performance reporting skills are well-known.

Accomplishments

  • Established a cross-training program that empowered service desk members to cover multiple IT functions, improving flexibility and reducing response times by 48%.
  • Reduced ticket escalation volume by 17% through proactive troubleshooting and root cause analysis training for team members.
  • Partnered with software development teams to troubleshoot and resolve cross-platform user issues, enhancing overall system uptime by 37%.
  • Standardized the service desk's onboarding process for new hires, reducing 'time to full productivity' by 6 weeks for each new employee.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted regular performance reviews for all service desk technicians, introduced individual improvement plans, and increased overall team efficiency by 61%.
  • Analyzed performance metrics to identify high-volume problem areas, reducing recurring incidents by 51% after process adjustments.
  • Led a team of 16 service desk technicians, providing mentorship and career development opportunities, which improved employee retention by 17%.
  • Executed process improvements in ticketing workflows, decreasing average ticket resolution time by 82%. This contributed to a better overall user experience.
  • Collaborated with team of 4 in the development of program.

Affiliations

  • Project Management Institute
  • Professional Association for IT Service Professionals
  • Certified Service Management Practitioner (CSMP) Network
  • Incident and Problem Management Group (ITIL Special Interest)
  • Certified ScrumMaster (CSM) Forum
  • Certified Information Technology Manager (CITM) Association
  • Lean Six Sigma Certification Network
  • Project Management Institute (PMI) - IT Service Management Special Interest Group
  • Lions Club
  • Triage Incident Response Specialists Association

Certifications

  • CompTIA Network+
  • Certified Technology Manager (CTM)
  • HDI Support Center Manager Certification
  • CompTIA Security+ Certification
  • ServiceNow Certified System Administrator
  • CompTIA Security+
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant

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