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Skills

  • Professional development coaching
  • Multi-location Support Strategy
  • Vendor management
  • Hospitality best practices
  • Escalation protocol design
  • Data-driven decision making
  • Conflict resolution
  • Team Leadership
  • IT Infrastructure Support
  • TCP/IP

Work Experiences

  • Used pre-programmed issue resolution scripts to address common user concerns.
  • Discussed customer concerns about product usage, billing, and category to improve the user experience.
  • Kept track of running systems and entered commands to troubleshoot issues like category and program.
  • Achieved results in 2020.
  • Used workflow optimization and vendor management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Coached team members on effective communication strategies, resulting in higher customer approval ratings and President's Club recognition.
  • Acted as primary liaison between the technical teams and end users, ensuring clear communication of project timelines and deliverables.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Increased company revenue by 6% beyond two years targets by upselling products and services.
  • Led a support team that assisted an average of 7 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in client relations and workflow optimization backed up by Miscellaneous training.
  • Service Desk Team Lead with a 3-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved operational efficiencies.
  • Permissions, filters, and file sharing are all skills she possesses.
  • A highly skilled Service Desk Team Lead with 3 years of experience, known for implementing service desk enhancements that improve SLA adherence and optimize ticket resolution times by 38%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Excellent risk assessment and performance reporting knowledge.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Managed a ticket backlog of 12, reducing outstanding requests by 41% within the first two years.
  • Achieved Scrum Master in 2022 to enhance the team's proficiency in managing integrated IT systems and network infrastructure.
  • Implemented an onboarding process for new hires that reduced ramp-up time by 24%, improving operational efficiency.
  • Resolved product issue through consumer testing.
  • Liaised regularly with senior leadership to align service desk goals with corporate objectives, resulting in 69% improvement in operational KPIs.
  • Introduced automation into the ticketing process with Salesforce, eliminating manual errors and cutting ticket assignment times in half.
  • Successfully rolled out Asana to the service desk, elevating first-line resolution from 33% to 52% within 18 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Built and fostered a high-performance team environment, achieving 77% retention rate and reducing turnover by 61% in 2015.
  • Led team of 13 service desk professionals, achieving 54% incident resolution on first contact over 6-month period.

Affiliations

  • HDI Virtual Support Teams Forum - Contributing Participant 2024
  • Service Desk and IT Support Show (SITS) - Annual Conference Participant 2024, Columbus
  • Service Desk Institute (SDI) - Leadership Conference Attendee 2016
  • Association for Talent Development (ATD) - Gamification Module Certification 2018
  • Remote Work Association (RWA) - Service Desk Leader 2022
  • American Marketing Association
  • Society of Human Resource Management
  • American Medical Informatics Association
  • Toastmasters
  • Lions Club

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Security+
  • VMware Certified Professional - Desktop and Mobility (2018)
  • Apple Certified Associate (ACA)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Google IT Support Professional Certificate
  • PRINCE2 Foundation Certificate in Project Management

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