Desktop Support, Customer Support
Resume:
TAYLOR FITZGERALD
**** ***** **. ************* **, 30045 · 770-***-****
Service Desk manager with over four years of experience as a supervisor and 12 years of experience in the IT industry. Broad experience working with a myriad of corporate clients in unique environments such as the Weather Channel, which broadcasts weather-related content on a variety of platforms; the MLB franchise the Boston Red Sox; the Georgia General Assembly, which includes the State Capitol building; TruVista Communications, which provides cable, phone, and internet services to customers in the North Georgia and South Carolina region; PT Solutions, a physical therapy provider in the Southeast, as well as Turner Sports Network’s NBA League Pass subscription program.
EXPERIENCE
NOV 2014 – CURRENT
SERVICE DESK SUPERVISOR, onepath systems llc.
Interviewing/hiring Service Desk employees, as well as employee improvement, mentorship, and termination
Direct training of new hires, as well as revamping process documentation and support procedures for new/existing customers
Implemented Quality Assurance practices, including call monitoring and ticket reviews
Scheduling for the Service Desk team to ensure optimal support coverage hours for 24/7/365 support
Managing 20+ Service Desk technicians, who support Tier 1 and Tier 2 services for corporate clients
Engaging and coordinating with internal company teams (Engineering, Sales, etc.) for best practices and project management
Overseeing the day-to-day Service Desk operations, including managing team schedules, process implementation and training, employee reviews
Creating reports (daily/monthly/yearly) in Cisco Unified CCX Reporting for call statistics and in various ITMS ticketing platforms for email incidents
Servied as a technical resource for assistance resolving Tier 2 issues within the Service Desk
Assisting with capacity planning and RFPs for the Service Desk and prospective clients.
NOV 2007 – NOV 2014
SERVICE DESK TECHNICIAN, onepath systems llc.
Supporting 20+ customers directly via phone and email; troubleshooting desktop support issues, hardware, and software (Windows 7, 8, 10 environments, printers/scanners/fax machines, account issues, etc.)
Working with a variety of ITMS tools/applications (Cherwell, ServiceDesk Plus, Landesk, Parature, Centric)
Monitoring and testing customer products on various device platforms (iOS phones and tablets, Android phones and tablets, game consoles, streaming devices)
Engaging other support groups (internally and externally) to escalate and/or troubleshoot complex issues
Creating/deleting/editing accounts within a Domain Controller, hosted Exchange, and Office 365 cloud environments
Monitoring/troubleshooting network devices via ITMS tools, such as Solar Winds N-Central
SKILLS
Advanced knowledge of MS Windows 7, 8, 10 environments; able to troubleshoot a variety of Tier 2 desktop support-related issues.
Advanced knowledge of applications and processes, including Office 365 apps, Chrome/Mozilla Firefox, RDS/Thin Client setups, MFA, SSO, etc.
Advanced knowledge of multiple ITMS tools, including Cherwell, ServiceDesk Plus, Service Now, Landesk, Kaseya, Solar Winds N-Central, RemoteConnect, TeamViewer, etc.
Proficient in Domain Controller and Office 365 cloud environments; can create/delete/edit accounts/groups/distributions lists that are synced between the two platforms.
Familiar with on-premises exchange environment, including creating/provisioning mailboxes, editing distribution lists, etc.
Knowledge of Cisco Unified CCX. This includes configuring both physical and virtual phones for Service Desk employees, creating detailed reports, editing user accounts/permissions, changing phone queues, call routing, and queue greetings.
CompTIA A+ Certified
MCP and MCDST Certified
Currently working towards the Microsoft 365 Enterprise Administrator Expert certification
ACTIVITIES
I built my first computer when I was 14 years old, using parts from several different machines. Since then, I have built multiple machines for both myself and friends and family. I have also hosted my own Minecraft server and served as an admin for several online gaming servers. I also helped design and implement Henry County High School’s first computer troubleshooting curriculum in 2002.
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