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Skills

  • New employee training
  • Time management
  • Technical documents comprehension
  • Technical issues analysis
  • Incident Management
  • Process optimization
  • Data-driven decision making
  • Guest complaint resolution
  • Client relationship management
  • Critical thinking

Work Experiences

  • Acted as primary liaison between technical teams and end users.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Identified and resolved issues with user system functionality so that desired operations could be completed.
  • Achieved a 32% improvement in team productivity.
  • Addressed industry trends.
  • Described standard solutions to customers to aid in problem resolution.
  • Dealt with user customer service issues and determined when problems should be escalated to specialist team members.
  • Increased company revenue by 6% beyond two years targets by upselling products and services.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Built positive relationships with customers.

Summaries

  • Achieved a 71% reduction in issue handling times.
  • Accomplished team leader with 13+ years of experience in service desk management, specializing in ticketing systems, escalation protocols, and process optimizations that reduce customer downtime by 18%. Proven ability to enhance first-call resolution rates.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 69% reduction in response times.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Competent Service Desk Team Lead with experience assisting process users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Within Miscellaneous, senior Service Desk Team Lead and outstanding performer in project management and data analysis.
  • Served 10 commercial and residential customers in the previous year and resolved 11% of issues without escalation to a specialty team.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • During the previous year, we resolved 2 user service requests and received a 2% satisfaction rate.

Accomplishments

  • Managed a ticket backlog of 12, reducing outstanding requests by 41% within the first two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined communication between service desk operators and technical teams, leading to a 64% reduction in escalation response time.
  • Drove continuous improvement within the team, resulting in a 80% increase in positive customer feedback over 6 months.
  • Introduced automation into the ticketing process with Salesforce, eliminating manual errors and cutting ticket assignment times in half.
  • Optimized staff scheduling process to ensure 7% coverage during peak operating hours, contributing to consistently meeting SLA requirements.
  • Implemented an onboarding process for new hires that reduced ramp-up time by 24%, improving operational efficiency.
  • Achieved Scrum Master in 2022 to enhance the team's proficiency in managing integrated IT systems and network infrastructure.
  • Built and fostered a high-performance team environment, achieving 77% retention rate and reducing turnover by 61% in 2015.
  • Created and maintained a training program that certified 43% of the team in PMP, increasing technical competency across the department.

Affiliations

  • Project Management Institute
  • Technology Affinity Group (TAG) - IT Service Discussion Panelist 2020
  • CompTIA Network+ Certification - 2021
  • Corporate IT Forum (CIF) - IT Service Delivery Professional Development 2022
  • Global IT Service Professionals Association (GITSPA) - Member 2015
  • Data Visualization Society - Dashboard Performance Tracking Member 2016
  • Toastmasters
  • HDI Knowledge Centered Service (KCS) Certification 2021
  • Certified Information Systems Security Professional (CISSP) - 2024
  • Society of Service Desk Professionals (SSDP) - Member 2017

Certifications

  • Certified Service Lifecycle Manager (SLM) (Beacon Labs)
  • Certified Service Desk Manager (CSDM) from Service Desk Institute (SDI)
  • Certified Public Accountant
  • Certified Information Systems Security Professional (CISSP) through (ISC)²
  • Microsoft Certified Endpoint Administrator Associate
  • ITIL Foundation Certification in IT Service Management
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Customer Experience Professional (CCXP)
  • Certified ITIL® Practitioner for Continuous Service Improvement
  • Lean IT Foundation Certification (2019)

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