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Skills

  • Team leadership and development
  • Asset and Configuration Management Integration
  • Vendor Management and Negotiation
  • End-to-End Technical Support
  • Standard Operating Procedure (SOP) Establishment
  • Workflow efficiency improvement
  • High-Priority Ticket Management
  • Ticket prioritization systems
  • Remote Support Implementation
  • Customer satisfaction metrics

Work Experiences

  • Ensured no major disruptions during the transition.
  • Developed and delivered targeted training programs for service desk staff, resulting in a 81% improvement in first-call resolution rates within 18 months.
  • Established a performance evaluation system for service desk staff.
  • Achieved results over 18 months.
  • Assessed and implemented new helpdesk software, increasing overall team efficiency and reporting transparency by 73%.
  • Delivered training programs for service desk staff.
  • Contributed to a 63% decrease in potential risks.
  • Enhanced overall support operations within several months.
  • Achieved 26% consistency in response times.
  • Achieved a 23% reduction in repeated ticket submissions.

Summaries

  • Customer-oriented Service Desk Leader with a strategic focus on enhancing response time, successfully leading a team to improve response times by 42% across global sites.
  • Accomplished IT professional with service desk leadership.
  • Committed to service optimization.
  • Achieved operational excellence.
  • Driven a 56% improvement in overall response time.
  • Collaborative Service Desk Leader.
  • Assessed helpdesk software solutions.
  • Boosted overall resolution speeds.
  • Drove 36% improvements in response times.
  • Dedicated to improving customer satisfaction metrics.

Accomplishments

  • Introduced a ticket prioritization system that drove team focus on high-impact areas, reducing overall ticket backlog by 78% within three years.
  • Advised on and implemented a multi-tier help desk structure, allowing for faster resolution of complex issues and decreasing escalations by 84%.
  • Enhanced incident reporting and resolution flow, reducing ticket response times by 21% and contributing to a 68% improvement in SLA adherence.
  • Acted as a key advisor on the rollout of procedure, facilitating smooth implementation across Columbus and mitigating disruption by 20%.
  • Built and maintained dashboards to monitor critical service desk KPIs, providing actionable insights that improved overall team performance by 27%.
  • Led initiatives to revamp system maintenance procedures, extending overall system uptime by 34% across three years with minimal interruptions.
  • Refined incident management and escalation processes, which led to a 35% increase in first-call resolution (FCR).
  • Developed and delivered training modules on Adobe Creative Suite for staff, increasing knowledge retention by 75% and improving issue resolution speed by 85% over two years.
  • Successfully transitioned 12 service desks to a cloud-based solution, reducing IT infrastructure management overhead by 41%.
  • Created a technical documentation library for service desk staff, significantly reducing onboarding time for new hires by 2 weeks.

Affiliations

  • Board member of local Columbus IT Management Association chapter, enhancing communication between cross-functional technical teams.
  • Active engagement in National Association of Service Desk Professionals (NASDP), sharing insights on first-call resolution best practices.
  • Member of International Association of Computer Science and Information Technology (IACSIT), sharing developments in technical support automation.
  • Contributor to the IT Automation Network group, advising on tools and techniques for improving service response times and reducing manual ticket handling.
  • Active participant in Information Technology Service Management Forum (itSMF), focusing on service improvement and incident/knowledge management.
  • Certified member of the International Customer Service Association (ICSA), enhancing best practices in customer relationship management.
  • Member of Project Management Institute (PMI) with a sub-focus on service delivery system enhancements and agile methodologies.
  • Certified Help Desk Professional (CHDP), ensuring adherence to structured support processes and the achievement of service-level agreements (SLAs).
  • Recipient of system certification for Customer Relationship Management (CRM) tool proficiency, ensuring top-tier support for end-users.
  • Engaged in cybersecurity workshops through initiative, staying informed on IT ticket strategies to mitigate security risks.

Certifications

  • Certified Incident Handler (EC-CIH)
  • HDI Technical Support Professional (HDI-TSP)
  • Project Management Professional (PMP) – 2019
  • Red Hat Certified System Administrator (RHCSA) - 2023
  • CompTIA Network+ - 2020
  • Microsoft Certified: Windows Server Associate — 2017
  • Certified Ethical Hacker (CEH) - Vantage
  • Certified KCS Practices v6 — Knowledge-Centered Support (KCS)
  • Certified in Governance, Risk, and Compliance (CGRC) — 2015
  • Certified Information Systems Security Professional (CISSP®) – 2021

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