Service Desk Manager
Resume:
MARIA LAUFOU-SAUNI
***********@*****.***
**** ****** ***, **** *****, CA 90805
Tech savvy IT Management professional with extensive experience in Helpdesk Identity Access Management Desktop Support Environments including 24/7 customer service support, training and strategic planning and operations maintenance.
Technical Experience
Application/Software : MSOffice 2007 and 2010, Web Services, Sharepointe, Exchange
OS and Environments: Win7, Win10, MacOSX, Citrix, Zen App/Desktop VDI, File Sharing
Tools : Dameware, Citrix Director, VPN, Windows AD Users/Computers, Logmein.
Hardware: Windows PC and Laptops, Printers, Scanners, Digital Senders, iPhone and Android mobile device provisioning and management.
Administrative Roles: TrackIt, Numara Footprints, Remedy, ServiceDeskNow 9.3
Certifications – ITIL Foundation, Imprivata OneSign, PM101
Career Experience
Wedbush Securities 10/17 - Current
Service Desk Manager
Manage and administrate ticketing application (ServiceDeskNow).
Monitor call and ticketing metrics to ensure SLA’s are met.
Determined service level goals according to business needs, and document team process and procedures, policies, and requirements accordingly.
Practice and enforce ITIL methodology for Incident and Request Management.
Advocate customer focus and customer satisfaction amongst team especially during go-lives and application roll outs.
Obtain relevant training and development opportunities for staff to keep up with current technology.
Facilitate and Manage IT projects to meet deliverables and deadlines. ITIL and Agile methodology experience.
Pomona Valley Medical Center 1/07 - 7/17
Helpdesk/Service Desk Manager (1/07 – 7/17)
Manage and oversee timely delivery of Service Levels are provided to associates, peers and customers/vendors for a 24x7 infrastructure.
Assess, develop and implement workflow escalation for 2nd and 3rd level support as needed.
Identify KPI’s for customer satisfaction and process improvements.
Maintained 91% positive customer satisfaction and 80% FCR for 2016.
Ensure support documentation for day to day operations and maintenance are current.
Facilitate weekly CAB meeting for IS department to review all previous and upcoming Request for Change (RFC) – Change Management.
Facilitate Projects for all of Technical Services department.
Identify Access Management Manager (1/17 – 7/17)
Played a pivotal role developing the Identity Access Management team which centralized all IS account management and administration functions to one team.
Championed an initiative to improve orientation onboarding. Determined gaps, Collaborated with business partner involved, implemented process improvements, associate satisfaction improved 60%.
Desktop Engineer Manager (1/14 - 5/16)
Managed support staff of 8 desktop technicians providing coverage to PVHMC and 7 remote site locations.
Coordinate and supervise computer peripherals for all moves and construction projects.
Inventory Control and critical device par level management.
Perform staff annual evaluations, payroll approvals, scheduling and other management responsibilities.
Perot Systems - Cedars Sinai 10/98 – 1/07
Helpdesk Manager
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