Customer Service Help Desk
Resume:
SHAWN P. DIONNE
***** ******** **** ***** ************@*****.***
Riverview Fl. 33578 www.linkedin.com/in/ShawnPDionne
IT TECHNICAL SUPPORT LEADER
IT technical support leader experienced with network, desktop, hardware, mobile and application support for multiple platforms, including cloud and web based applications. Known for superior customer service delivery and strong reporting, analysis and presentation skills. Collaborates effectively across departments and facilitates process improvement.
PROFESSIONAL EXPERIENCE
Verizon, Temple Terrace, Fl. 2002 – 2018
Lead Supervisor IT Helpdesk
Led individuals (US & India) who provided IT support, project management, and knowledge development.
Met or exceeded Service Level Agreements for inbound technical call center, this reduced cost of contacts by $98k annually.
Drove continuous improvement by reviewing, writing, and updating process documentation.
Directed outage handling functions for Leads in Verizon Data Services India, with a direct result of lower impact/outage times for application and network impacts.
Trained new hire and existing Help Desk personnel on various platforms, processes and procedures.
Project management experience handling a wide range of activity including the formation of a multi-location Help Desk DRP plan.
Performed a 30 day Emergency Work Assignment in Philadelphia ensuring the uninterrupted service and support.
Recipient of The Verizon Coin of Excellence – for showing exemplary commitment for enjoining two separate technical teams (US & India) as 1 service provider.
GTE/Verizon, Tampa Fl. 1998 – 2002
Onsite Technical SME Tampa Contact Center
Provided 7x24 / 365 Hardware, Software, Application, and Network support for an inbound Sales center.
Focal point for handling all outage scenarios impacting the center, resulting in lower costs.
Ongoing Professional Development
Extensive training and knowledge of the Service Now application.
Comprehensive training of Project Management & ITIL
Contact this candidate