Service Desk Manager
Resume:
JESSICA PERALTA
SERVICE DESK MANAGER
EXPERIENCE. SERVICE. RESULTS.
512-***-**** ****************@******.***
SUMMARY
Achieved best-in-class customer service through knowledge, skill and efficiency. Extensive technical experience as a Systems Administrator, 15+ years in customer facing roles and 10+ years mentoring others. Self-starter with experience in managing teams all over the world and cross-functional projects. Build relationships with the client and business to partner in ITIL- aligned, high quality, customer-focused Service Desk. TECHNICAL SKILLS
PROFESSIONAL EXPERIENCE
Amplify Credit Union, IT Operations Manager
• Created Helpdesk and Desktop Support team processes and procedures, developed workforce management practices and ensured 24/7/365 coverage for all critical functions.
• Worked with vendors to ensure their support for our SLAs and ongoing support for their systems was in line with Credit Union long term goals.
• Created Short Term and Long Term Roadmap for all technologies in the Credit Union
• Established regular metrics for measurement of team goals, SLAs and NCUA regulations. NTT Data, Inc., Service Desk Manager for State Agency
• Migrated Helpdesk to a Centralized Service Desk of 15. Then chose 20 virtual helpdesk personnel to join the Service Desk with minimal impact to the user, quality or response time.
• Partnered with the client and business to establish policies and procedures (run-books) for the Service Desk.
• Developed and delivered training curriculum for all new Service Desk personnel. Trained and developed a trainer/coordinator for all new hires. Developed and delivered ticket handling training for all IT staff with high quality, ITIL-aligned processes. ITIL v3 certification Linux RHEL 3 Certification
Project management MCSE, Windows NT 4, MCP Windows 7 Training: created, developed,presented A+ certification Sun OneLDAP Apple X Serve
Solaris 8 Certification Citrix Server
JESSICA PERALTA
SERVICE DESK MANAGER
EXPERIENCE. SERVICE. RESULTS.
512-***-**** ****************@******.***
• Established Quality Management by developing a unique quality monitor form and setting goal and metrics for all Service Desk personnel.
• Instituted performance management metrics and integrated scores for Quality, Average Handle Times, Throughput for Calls and Tickets and achieved goals before target date.
• Worked with Business Relationship Management and Governance Teams to establish agency-wide Asset Acquisition Process that increased efficiency and quality while reducing customer wait time.
• Developed Workforce Management practices, recruited and trained a Workforce Manager from within the organization. Established guidelines and policies around Workforce Management day-to-day activities and metrics.
• Migrated after-hours/on-call support from external vendor to in-house staff to increase value and quality for the client, and reduce cost.
• Aligned with IT Strategy and Design to develop high-value transformation projects for the
Client to bring ITIL-aligned, best practices to their Service Operations. APPLE INC., ENTERPRISE SUPPORT SERVICES TEAM MANAGER
• Took established Tier 1 Enterprise Server Team and changed the dynamic of the culture to establish mixed Tier 1 and Tier 2 teams
• Implemented Schedule Bid and Stack Rank process for the first time within the Enterprise Support Team.
• Quickly established rapport with new team; established weekly and monthly meetings and coaching sessions
• Changed and implemented and documented several key processes and procedures for the Enterprise management team
• Embraced new Coaching and New mentoring model an began coaching team using the Oz
principle of accountability and excellence.
FREESCALE SEMICONDUCTOR
SERVICE DESK TEAM LEAD/CALL CENTER MANAGER
• Quickly learned to create and design a call center from working with vendors on requirements and specifications to QA and metrics for the day to day operations within only a 3 month time frame.
• Rapidly took over Service Desk project implementation keeping the project on deadline.
• Developed curriculum and presented training to new Service Desk personnel. Continued to mentor Service Desk personnel in junior-level UNIX administration.
• Analyzed metrics for call center personnel and presented to senior staff
• Created Quality Assurance of calls and routinely measured call center personnel JESSICA PERALTA
SERVICE DESK MANAGER
EXPERIENCE. SERVICE. RESULTS.
512-***-**** ****************@******.***
SENIOR UNIX SYSTEMS ADMINISTRATOR
• Consolidated multiple NIS domains into multi-domain LDAP directory and then collapsed into a single LDAP domain.
• Account life-cycle management: designed and enforced all policies and procedures SOMERSET DESIGN CENTER, SENIOR WINDOWS/MAC SYSTEMS ADMINISTRATOR AND TEAM LEAD
• Managed day-to-day operations of the desktop support team and personally resolved difficult customer issues becoming the point person for all customer service resolutions.
• Assessed needs of business groups, managed inventory, forecasted future assets based on
customer requirements.
EDUCATION
New York University, New York, NY
BS in Communication with a concentration in Technology, a minor in Math and Computer
Science, cum laude
PROFESSIONAL DEVELOPMENT
Toastmasters, 2007-2013
• Freescale Frontrunners President, 2009-2010
• Apple iChatters Secretary and VP Education, 2010-2013
• Other positions held: VP Education, VP Public Relations, Treasurer/Secretary, Sergeant-at- Arms
Oz Principle Student, 2010-2013
• Studied and adopted the Oz Principle to assist in the cultural shift within a department to full
personal and team accountability to achieve personal and business success. Freescale Free Your Mind, Innovation Core Team Lead, 2006-2008
• Site lead for an innovation network within the company that helped people make their ideas reality. Team inspired innovation through hosted seminars and company-wide competition.
Teams helped produce patents and developed new consumer products. VOLUNTEER EXPERIENCE
JESSICA PERALTA
SERVICE DESK MANAGER
EXPERIENCE. SERVICE. RESULTS.
512-***-**** ****************@******.*** Minister Coordinator, 2009 – present
• Coordinate volunteers weekly to ensure coverage for all positions.
• Training for all new and returning volunteers Vacation Bible School Director, June 2009
• Organized 120 volunteers and 215 children for a week-long 1/2 day school. Daisy Girl Scout Troop Leader, 2009-2013
• Organized a new troop.
• Plan meetings and growth opportunities for elementary girls. Big brothers, Big Sisters 1997-1999
• Mentored and tutored a young lady in social and technical skills.
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