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Customer Support Operations, Help Desk, Desktop Manager

Virginia Beach, VA
March 22, 2018

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K.L. Gilbert

Experienced Customer Service Operations Manager

**** ***** ******* ***, ******** Beach, VA. 23456 757-***-****


M.S. Software Systems Engineering, George Mason Univ. 1997

B.S. Computer Science, Magna cum Laude, Old Dominion Univ.

Masters Certification, Information Technology, George Mason Univ.

Certified Helpdesk Director, Helpdesk 2000

Certified Helpdesk Manager, Helpdesk 2000

Certified Software Manager, License Logic LLC


Highly motivated, talented, creative and versatile Support Manager experienced with Project Management, ServiceNow Administration, Help Desk/Call Center management, & Desktop Technical Support manager possessing over 15 years of passionate customer support of Windows, and iOS/Apple systems both in engineering support and IT management.

Especially skilled at promoting, designing and implementing ITIL/ITSM best practices positioning a support organization as a visible, profitable, and interactive business unit.

Project Management, Research and Analysis, Software Development & Support, ServiceNow, Metric Analytics and Reporting, Technical Support, Problem and Incident Management, Training, Trouble Ticket Management, Systems Administration & Engineering, Desktop Management, Data Analytics, Customer Support Management, Customer Service, Change Management, Direct Reports Management, Service Level Management, Vendor and Contractor Management, Performance Management


Incident Manager – Randstad (Contractor 2017 – 2018; Left due to end of contract)

1300 Amerigroup Way, Va. Beach, VA. 23464

Responsible for managing and coordinating the Anthem EFX Incident Management team of 18 technicians and working closely with the Problem Management teams. Provides and maintains the tools, processes, skills and rules for an effective and efficient handling of EFX team’s Major Incidents and Problem Tickets. Develops, maintains and ensures all Major Incident processes are adhered to and is responsible for the continuous improvement of these processes.

Developed Technology Playbook, Blue Print, call center scripts/training, and SLA metric reporting using ITIL best practices improving SLA & team performance & customer Developed and Implemented process improvement initiatives IAW HIPAA law for Anthem EFX team

ServiceNow Administration designing over 200+ SLA & metric performance reports improving SLA management, client communications, and EFX team & call center performance

Developed & Implemented call center scripts as well as the training and employee management associated with each script at Anthem

ServiceNow administration implementing ITSM/ITIL best practices in areas of service catalogue maintenance, change, incident, problem, and configuration management for EFX team at Anthem

Change manager for EFX team and led change management weekly calls

Manager responsible for employee desktops, FTP servers, call center system servers, and their configurations

Microsoft Cloud Consultant, CBS, Inc. (Remote Contractor; Left due to end of contract)

37600 Central Court, Suite 214, Newark, CA. 94560 (2015 – 2016)

I served as a Microsoft (MS) consultant/concierge of the Office 365 & Azure Cloud services. My responsibilities included the migration of small businesses from their current systems to the Microsoft Office 365 apps as well as resolving issues and troubleshooting deployments of the Microsoft Office 365 & Azure products/services.

Developed Playbook for MS cloud technical support operations using ITIL best practices

Provided MS Cloud technical support, training, and engineering services to Microsoft B2B customers using Azure AD, Azure Connect, and Microsoft Office 365 Suite of Apps

Migrated small businesses from legacy software to Microsoft cloud Office 365

Migrated small business desktops from Windows 7 to Windows 10

ServiceNow administration implementing ITSM/ITIL best practices in areas of service catalogue maintenance, change, incident, problem, and configuration management

Achieved #5 ranking of all world-wide MS Technical Support professionals during the summer of 2016 (over 1,500 cloud technical support pros employed by Microsoft world-wide)

Desktop Support & Help Desk Project Manager, (Consultant, Contractor, and FTE (2000– 2015))

Served as the Technical Desktop Support Manager responsible for the technical support and training of support teams and support engineers supporting both internal & external customers, managing desktops, tier 1, 2, 3, and vendor contractors globally. Experienced with ServiceNow administration implementing ITSM best practices.

Implemented remote control support processes resulting in improvements in resolution times and an increase in customer satisfaction for desktop and mobile systems/devices

Created an ACD and IVR architecture and desktop support structure plan to improve call center and desktop support performance and improved customer satisfaction

Developed and implemented IT blue print, Playbook, and MIS SOP

Managing a support team of 55 employees including tier 1, tier 2, trainers, and vendor/contractor support

Management and engineering support of the Help Desk systems including Interactive Intelligent’s CIC 3.0 communication system (an ACD), ServiceNow ITSM management system, and Talisma knowledge

Analyzed and developed Help Desk and Desktop support metric reporting systems improving the SLA, performance, and trend analysis for all daily, weekly, and monthly metric reporting

Experience with hiring and recruiting, coaching and mentoring, budget management, performance management, conflict resolution, escalations, SLA performance, asset management, quality assurance, vendor management, project management, data analysis, call center operations, and customer service

Planned, initiated and developed Service Level Metric Reporting System

Developed, managed, and implemented new hire training for the desktop support tier 1 email support team

Implemented remote control desktop support processes resulting in improvements in resolution times and an increase in customer communications and client satisfaction

Change manager responsible for weekly calls for enterprise

Manager responsible for employee desktops, FTP servers, call center system servers, and their configurations using SCCM

Implemented and managed Tivoli Endpoint Manager (TEM) and IBM BigFix

Upgraded MS Office applications, Windows, OS10, Android, and iOS desktop Operating Systems for the enterprise

Analyzed and implemented D/R solutions for Help Desk and support systems

Improved SLA performance of customer problem response & resolution times from 36% resolved on time to 99% resolved on time within 1 year by implemented ITIL/ITSM best practices across support team with process improvement initiatives and training of support personnel

Implemented Help Desk and Desktop Support functionality for Human Resources and Business Offices eliminating redundant and competing software systems reducing cost per call by 25Responsible for an annual 1.8 million dollar budget upgrading desktop and mobile devices at various locations nation-wide

Improved call abandon rate from 27% to 2% with process improvement initiatives using ITL best practices

Improved call center call wait times from 10:14 minutes to 0:23 minutes and implemented ITSM best practices across desktop support team with process improvement initiatives

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