Service Desk Supervisor

Matthew Perez

****.*******@*****.***

Cell: 210-***-****

SUMMARY OF QUALIFICAITONS

* *****’ experience and knowledge within the information technology field

** *****’ experience in customer service

Strong ability to multi-task under pressure, excellent team player and quality driven

Technical Skills

Software Distribution Tools Dashboard, Storefront,App-V

Environment Win NT/XP, Windows 7, Windows 10, VDI

Database Oracle, SQL

Remote Tools Remote Desktop, NetSupport, PC Anywhere

Remote Access Cisco VPN

PROFESSIONAL EXPERIENCE

LOCATION Dates

Randstad/Capital Group San Antonio, TX. 7/12 – Present

Service Desk Supervisor

Manage the 24/7 Help Desk in their job to provide multi-level support across all global sites.

Create Monthly/Weekly metric reporting of the service desk performance comparing Service Level Agreements requirements

Development of Service Desk SOP’s

Conduct interviews for potential new hires

Trainer for the Service Desk. Conducted classroom, virtual environment. Planned, organized and developed training materials that met specific needs for new hire classes as well as ongoing training for agents

Host Monthly/Weekly meetings with team to collaborate and share ideas shaping vision

Develop, mentor and provide face-to-face training, reviews and quality assurance

Manage infrastructure deployments, VDI roll out and support. Refreshes and upgrades including XP to Windows 7 migration and Lotus Notes to MS Outlook migration

Provide project oversight for office and facility setup and deployment of IT Infrastructure resources or changes

Work with other IT Groups to create and enforce policies and standards within the project

Liaise with business contacts for new projects and changes

Manage and maintain records of IT equipment within the project

Distribute and manage inventory of installed software licensing

Collaborated in developing roll out strategies for Chat Support

Active Directory support

Support client owned iPad and Smart phones

Maintain Good Mobile Control and BAS – Blackberry Administration Service.

CGI Technologies LOCATION Dates

San Antonio 10/2010-6/2012

Technical Support Lead

Responsible for providing technical support for 12 different companies

Troubleshoot all technical issues in attempts for first call resolution

Create tickets for all calls and emails, document issues, info and resolutions and maintained status updates on tickets until closed

Know all clients and all procedures to ensure ability to resolve client software and IT issues.

Take on leadership role when Management is out of office. Approve time off request/call-in’s/monitor adherence/operations

Quality Assurance call quality/grading/coaching and feed back

Created call quality guidelines and documentations

Regus Management Group LOCATION Dates

San Antonio 8/2009-1/2010

Administrative Assistant II

Provide Administrative and IT support for over 100 companies that leased office space through Regus

Interview clients, showed office space, and relayed information back to corporate on the client’s needs

Set up clients computers, phones, printers, vpn

Wachovia Mortgage LOCATION Dates

San Antonio 4/2008-8/2009

Loan Counselor III

Set up loan modifications/payment deferrals

Review borrowers monthly expenses and finances to direct in a more structured way of spending money to keep current with mortgage payment

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