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Skills

  • Continuous improvement initiatives in support services
  • Scheduling
  • Workflow planning
  • Presentation design
  • Process improvement
  • Network performance monitoring
  • Team management
  • First Aid/CPR
  • Incident management following ITIL best practices
  • Active Directory administration and maintenance

Work Experiences

  • Acted as primary point-of-contact for external vendors.
  • Collaborated with product and customer success.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Actively reduced the department’s operating costs by $14 by identifying and eliminating redundant processes and tools.
  • Addressed issues with urgency.
  • Restructured installation processes and staff teams, resulting in a 8% increase in productivity.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Achieved a 80% reduction in reoccurring problems.
  • Effectively managed costs and billing, as well as financial discrepancies, by using standard software to organize account information.

Summaries

  • Clear understanding of process improvement and cross-functional collaboration as well as performance reporting training.
  • Service Desk Coordinator who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Meticulous Service Desk Coordinator capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Microsoft Excel.
  • Portuguese and Japanese are both conversational.
  • Within Miscellaneous, senior Service Desk Coordinator and outstanding performer in vendor management and cross-functional collaboration.
  • With over 8 years of experience in the Miscellaneous field, I am a well-organized Office Manager.
  • Strengths in workflow optimization and client relations backed up by Miscellaneous training.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Service Desk Coordinator.

Accomplishments

  • Standardized resolution procedures for Microsoft 365-related issues, decreasing average ticket handling time by 2 minutes.
  • Documented and resolved process which led to framework.
  • Assisted end-users by troubleshooting Microsoft 365 issues, reducing resolution and downtime by 55%.
  • Collaborated with cross-functional teams to organize training workshops, enhancing team's ability to handle networking requests and reducing overall ticket load by 35%.
  • Led team to update service desk documentation, reducing resolution time by 54% and enhancing ticket handling efficiency.
  • Trained new hires on ticketing tools such as Jira, speeding up onboarding by 12 weeks.
  • Built strong stakeholder relationships through monthly SLA performance reporting, leading to a 53% drop in escalations.
  • Organized knowledge-sharing sessions covering VPN and DNS troubleshooting, reducing support escalations by 33%.
  • Coordinated service desk deployment for initiative, achieving seamless transitions across 10 departments.
  • Collaborated with infrastructure and networking teams during system upgrades, ensuring 48% fewer customer downtime incidents.

Affiliations

  • Certified Agile Service Manager (CASM) — procedure
  • Toastmasters
  • Technology Services Industry Association (TSIA)
  • National Association of Social Workers
  • Freemason
  • Member of Customer Support and Service Professionals (CSIP)
  • Association of Technology Support Professionals (ATSP)
  • Certified in Governance of Enterprise IT (CGEIT) — program
  • Association for Support Professionals (ASP)
  • International Association of IT Asset Managers (IAITAM)

Certifications

  • Certified in IT Asset Management (CITAM) by IAITAM
  • Google Certified Professional Cloud Architect
  • Certified in the Governance of IT/Enterprise IT (CGEIT) by ISACA
  • Cisco Certified CyberOps Associate
  • Certified Service Desk Manager (CSDM) by Service Desk Institute
  • Certified Information Technology Professional (CITP)
  • Google IT Support Professional Certificate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • Certified Technology Specialist (CTS)

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