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Skills

Business operations
Process improvement
Scheduling
Relationship development
Change management processes and protocols
Continuous improvement initiatives in support services
Supervision
Communications
Framework equipment
IT asset and inventory management

Work Experiences

Assigned cases to relevant departments more efficiently.
Actively reduced the department’s operating costs by $14 by identifying and eliminating redundant processes and tools.
Audited service desk contracts.
Achieved results within two years.
Completed 13 employees' bi-weekly payroll.
Accelerated progression of support specialists.
Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
Achieved results in several months.
Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on quality assurance and stakeholder engagement.
Achieved response rate within the past year.

Summaries

Independently solved problems and kept teams on task to handle a variety of business requirements.
Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
Team player who is methodical and detail-oriented and has expertise in project management.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.
Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
Costs were consistently reduced while profits were increased.
With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
Recruiting established talent in project management and client relations for Service Desk Coordinator.
Achieved 43% compliance.
Highly skilled in vendor management terminology, as well as departmental payroll, budgeting, and AP/AR activities.

Accomplishments

Reduced first-response times by 58% through strategic adjustments to the staffing schedule and ticket triage processes.
Coordinated service desk deployment for initiative, achieving seamless transitions across 10 departments.
Utilized ticketing system analytics to identify trends and optimize workflow, leading to 18% reduction in high-severity incidents.
Enhanced help desk workflows, reducing duplicate tickets by implementing Power BI to automate detection and assignment of duplicate issues.
Streamlined ticket management process by using Tableau, leading to 74% improvement in ticket assignations within 6 months.
Collaborated with infrastructure and networking teams during system upgrades, ensuring 48% fewer customer downtime incidents.
Supported major system rollouts for end users, such as procedure, ensuring 43% reduction in user inconvenience by preemptively assigning support resources.
Documented and resolved process which led to framework.
Successfully supported large-scale migrations for procedure, completing project within 60% of deadlines and budget.
Assisted end-users by troubleshooting Microsoft 365 issues, reducing resolution and downtime by 55%.

Affiliations

Technology Services Industry Association (TSIA)
IEEE Computer Society
Member of International Association of Computer Science and Information Technology (IACSIT)
Information Technology Infrastructure Library (ITIL) Certification — initiative
Association of Technology Support Professionals (ATSP)
Help Desk Institute (HDI)
Microsoft Certified IT Professional (MCITP) — method
Association for Support Professionals (ASP)
American Marketing Association
Institute of IT Service Management (IITSM)

Certifications

Microsoft Certified Systems Engineer (MCSE)
Certified Technology Specialist (CTS)
Certified Service Desk Manager (CSDM) by Service Desk Institute
Cisco Certified Network Associate (CCNA)
Certified in Governance of Enterprise IT (CGEIT) by ISACA
Certified Public Accountant
Certified Help Desk Team Leader (CHDTL) by Service Strategies
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft Certified: Windows Server Hybrid Administrator Associate
CompTIA A+ Technician

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