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Skills

  • Knowledge base article management
  • On-demand problem solving
  • MS Office
  • ITIL processes and framework knowledge
  • Improving first contact resolution rate
  • Reducing operational costs through process improvement
  • Business operations
  • Advanced verbal and written communication skills
  • Problem resolution
  • File management

Work Experiences

  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Collaborated with the systems administration team to monitor system performance, allowing the team to proactively address potential outages and reduce downtime by 31%.
  • Aligned service desk priorities with IT goals.
  • Achieved 23% SLA compliance.
  • Oversaw 16 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Conducted monthly performance reviews with staff.
  • Created weekly employee work schedules for 16 team members, making sure that all shifts were covered.
  • Boosted team retention rates by 24% after 2021.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Authored a comprehensive Service Desk Operations Manual.

Summaries

  • Achieved 53% improvement in routing efficiency.
  • Multitasker and planner who is smooth and efficient.
  • Costs were consistently reduced while profits were increased.
  • Service Desk Supervisor is a friendly and polished Service Desk Supervisor with demonstrated experience in process environments.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Adept at creating and overseeing customized training programs, resulting in decreased onboarding time and notable improvements in newly hired team member performance.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Strengths in team leadership and client relations backed up by Customer Service training.
  • Adept at creating customized training programs.

Accomplishments

  • Led a team of 16 service desk technicians, providing mentorship and career development opportunities, which improved employee retention by 17%.
  • Analyzed performance metrics to identify high-volume problem areas, reducing recurring incidents by 51% after process adjustments.
  • Collaborated with IT operations to integrate automated workflows, reducing manual ticket processing times by 58%.
  • Enabled smoother interdepartmental communication, expediting service request approvals and reducing dependencies by collaborating closely with finance leaders.
  • Collaborated with HR to implement soft-skills training for the service desk team, which improved interactions with end-users and raised satisfaction ratings by 39%.
  • Executed process improvements in ticketing workflows, decreasing average ticket resolution time by 82%. This contributed to a better overall user experience.
  • Coordinated rollouts of major system updates and new hardware, ensuring 10% uptime and smooth transitions for all end-users.
  • Developed and fine-tuned reporting dashboards to track key performance indicators (KPIs), enabling real-time insights into the service desk’s performance.
  • Reduced ticket backlogs by 46% by redistributing workloads and optimizing shift schedules across a team of 18 technicians.
  • Managed the rollout of a remote working infrastructure, ensuring teams could resolve incidents with 18% operational continuity despite location.

Affiliations

  • Incident and Problem Management Group (ITIL Special Interest)
  • Global IT Service and Support Organization
  • International Association of Administrative Professionals
  • ISACA – Information Systems Audit and Control Association
  • IT Infrastructure Library (ITIL) Membership
  • Project Management Institute
  • Project Management Institute (PMI) - IT Service Management Special Interest Group
  • Professional Association for IT Service Professionals
  • Association for Computing Machinery
  • Rotary International

Certifications

  • Certified Business Analysis Professional (CBAP)
  • ITIL Practitioner: Service Desk & Incident Management
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Project Management Professional (PMP)
  • ITIL Foundation Certification – 2024
  • CompTIA Server+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA Security+ Certification
  • CompTIA A+ Certification
  • ServSafe

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