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Skills

  • Team Leadership
  • Public speaking
  • Accounts payable and receivable
  • Supervision
  • Public relations
  • Business operations
  • RFI Scanners
  • Process improvement
  • Data Management
  • Cross-departmental collaboration

Work Experiences

  • Increased operational efficiency by managing work requests, new orders, pricing, and changes, as well as coordinating logistics to ensure delivery dates were met.
  • Used automation to manage client correspondence, record tracking, and data communications in the office.
  • Achieved 14 consecutive months of meeting and exceeding key operational performance indicators (KPIs) like First Response Times.
  • Was in charge of converting management directives into actionable directives for front-line employees.
  • Used project management and performance reporting to mediate conflicts between Service Desk Managers in order to facilitate a quick resolution.
  • Accommodated a 50% increase in customer demand.
  • Entered data into the Salesforce system, including payments, account information, and call logs.
  • Three years method reports were compiled to assist management in improving plans and making key operational decisions.
  • Increased productivity and oversaw the presidential calendar, which included coordinating itineraries and scheduling meetings.
  • Improved productivity initiatives, account management, itinerary coordination, and client/leadership appointment scheduling.

Summaries

  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Experienced Service Desk Manager with over 2 years in helpdesk operations, network maintenance, and mobile device support.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and reliable.
  • Communicative and team-oriented, with Salesforce expertise.
  • Ability to recognize method issues and integrate category solutions to achieve method.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Motivated Service Desk Manager with experience managing large-scale projects, including budgeting and administration.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Among his accomplishments is the creation of a method app for use in the framework industry.
  • Proficient in promoting framework by leveraging project management and stakeholder engagement knowledge.

Accomplishments

  • Standardized process documentation across the helpdesk, improving efficiency and reducing knowledge gaps, which contributed to a 35% reduction in onboarding time for new hires.
  • Instituted a new ticket categorization system, improving tracking and resolution speed, which decreased average response time by 10 minutes.
  • Completed a disaster recovery initiative leading to 57% faster service restoration times following critical system outages, improving overall business continuity.
  • Managed vendor relationships and streamlined procurement processes to improve service delivery while reducing IT spending by $13 annually.
  • Introduced new ticket triage methods that minimized escalations by 21%, reducing the impact on second-level support.
  • Analyzed service desk data trends to identify recurring issues, reducing ticket backlog by 21% through proactive support measures.
  • Directed a cross-functional initiative to resolve 14 outstanding tickets related to Microsoft Excel, reducing system downtime by 14 hours.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a team of service desk analysts in resolving over 13 high-priority incidents, minimizing the impact on company operations.
  • Managed multilingual customer support initiatives that reduced average resolution times by 3 hours while increasing customer satisfaction scores across 10 regions.

Affiliations

  • Mentor, Youth IT Training Program – Provided guidance to individuals entering IT support professions with a focus on service desk management.
  • IT Operations Management Certification, 2024 – Completed specialized training focused on optimizing IT service processes and desk operations.
  • Certified ITIL Practitioner, 2016 - Obtained certification in ITIL framework to enhance incident, problem, and change management processes.
  • Member, The IT Service Management Forum (itSMF) – Participated in discussions on IT service improvement frameworks like ITIL and COBIT.
  • Volunteer, Nonprofit IT Advisory Board – Consulted on improving IT support infrastructure for NGOs; gained experience in vendor management best practices.
  • Active Member, Project Management Institute (PMI) - Participated in professional development events related to project management standards.
  • Leader, Monthly IT Governance Roundtable – Facilitated discussions on policy management, IT security, and service quality improvement measures.
  • Member, Help Desk Institute (HDI) - Active participant in IT support service education and best practice workshops.
  • ITIL Intermediate Certification, 2018 – Obtained in-depth understanding of continual service improvement practices in line with ITIL standards.
  • Certified Cisco IT Specialist – Specialized training in managing network infrastructures essential for maintaining high-performing service desk teams.

Certifications

  • Certified in Governance of Enterprise IT (CGEIT) by ISACA
  • Certified Technology Business Management Executive (TBM) Northwind
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Association for Project Management (APM)
  • ServSafe
  • Certified Information Technology Manager (CITM)
  • Certified IT Asset Manager (CITAM) by IAITAM
  • Certified Network Defender (CND) by EC-Council
  • Certified Service Desk Manager (CSDM) by Service Desk Institute (SDI)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)

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