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Skills

  • Team Leadership
  • Customer feedback analysis
  • Process documentation
  • Cross-functional team coordination
  • Effective communication skills
  • Vendor management
  • Root cause analysis
  • Application support
  • Active Directory Management
  • Technical documents comprehension

Work Experiences

  • Championed and introduced automation tools that enabled self-service capabilities for common IT issues, reducing low-priority ticket volume by 17%.
  • Actively monitored team workloads.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Aligned staffing with peak help desk times.
  • Achieved swift resolutions.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Aligned support team priorities with business objectives.
  • Championed automation tools.
  • Achieved 76% boost in ticket processing speed.

Summaries

  • Adapted training programs.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Supporting hardware and software issues for metric computer systems is a skillful Help Desk Team Leader.
  • Help Desk Team Leader with 10 years of successful strategic planning and client relations experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent Help Desk Team Leader with 2 years of experience providing exceptional support to users at all levels.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Promotes quality assurance and stakeholder engagement skills that are dynamic.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Acted as a liaison between end-users and technical teams during the rollout of category, ensuring clear communication and prompt issue resolution.
  • Led the coordination of global support during a critical product launch in Seattle, delivering seamless user access and support for all departments.
  • Performed QA checks on 21% of all closed tickets to ensure compliance with company standards, reducing repeat issues by 74%.
  • Spearheaded the deployment of a new ticketing system (Asana) that increased issue reporting accuracy by 79%.
  • Resolved 15 high-priority tickets monthly while maintaining customer satisfaction ratings above 81% continually.
  • Trained junior IT staff on QuickBooks support systems, leading to a decrease in call escalations by 50%, improving team efficiency.
  • Delivered onboarding and continuous training on framework, enhancing team proficiency and improving resolution rates.
  • Authored comprehensive knowledge base articles which reduced repetitive inquiries and reduced call volume by 53%.
  • Managed inter-departmental coordination with sales and human resources to ensure seamless IT support during high-impact projects.
  • Reduced help desk response time by 73% by implementing a new ticket prioritization system using Workday, resulting in higher user satisfaction ratings.

Affiliations

  • Rotary International
  • Active Directory Professionals Network
  • International Council of Nurses
  • Association of Information Technology Professionals (AITP)
  • Association for Computing Machinery
  • Toastmasters
  • Association for Computing Machinery (ACM) Tech Support Division
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals
  • National Association of Social Workers

Certifications

  • CompTIA Security+ Certification
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified Help Desk Manager (CHDM) - process
  • Certified ScrumMaster (CSM)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Ethical Hacker (CEH)
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • CompTIA Security+
  • Responsys Certified Professional

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