Desktop Support Service Delivery
Resume:
David Henke
Pittsburgh, Pennsylvania, United States
*********@*****.***
Summary
Experienced IT professional with over 20 years of expertise in Desktop/Helpdesk Management, application support, development, and project management. Demonstrated success in building KPIs and leading initiatives that significantly improve service delivery and operational efficiency. Proven track record in:
● Elevating first call resolution rates from 17.4% to 59.7%
● Reducing call abandonment rates from 34% to 4.2%
● Developing the PC Excellence Program, accelerating PC build times, user education, and post-delivery callback rates
Experience
Manager, Desktop Services
Altera
Dec 2020 - May 2024
● Team Leadership: Supervise and mentor a team of desktop support technicians, ensuring effective organization and achievement of SLAs and objectives.
● Service Delivery: Develop and implement desktop support policies, procedures, and standards; monitor SLAs to ensure timely and efficient support.
● Technical Support: Oversee the resolution of desktop-related incidents and service requests; stay updated on the latest desktop technologies and best practices.
● Asset Management: Manage desktop hardware and software inventory; implement and maintain asset tracking systems; plan hardware and software refresh cycles.
● Security and Compliance: Enforce security policies; ensure compliance with regulatory requirements; oversee security updates and patches.
● Vendor Management: Collaborate with vendors for procurement; evaluate vendor performance and negotiate contracts.
● Budgeting and Planning: Develop and manage the desktop services budget; plan for future technology needs; contribute to IT strategy and planning.
● User Training and Communication: Develop and deliver training programs; communicate system changes, upgrades, and known issues to end-users. Senior IT Application Administrator
U.S. Bank
Jun 2010 - Dec 2020 (10 years 7 months)
● Application Management: Oversee installation, configuration, and maintenance of IT applications.
● System Administration: Manage user accounts, permissions, and access controls; ensure proper security measures.
● Troubleshooting and Issue Resolution: Investigate and resolve technical issues and system errors; provide prompt support to end-users.
● Performance Monitoring and Optimization: Monitor application performance; identify areas for improvement and implement optimization strategies.
● Patch Management: Apply patches, updates, and fixes to address security vulnerabilities and enhance functionality.
Business Services IP Services Manager
Comcast
Jul 2006 - Nov 2009 (3 years 5 months)
● Team Leadership: Lead a team of IT professionals supporting business services; manage task assignment, performance, and training.
● User Support: Provide technical support to end-users; resolve IT-related queries and troubleshoot issues.
● Project Management: Lead IT projects including system upgrades, migrations, and implementations; ensure timely and budget-compliant project completion.
● Vendor Management: Manage relationships with third-party vendors; evaluate performance and negotiate contracts.
● Documentation and Reporting: Maintain IT systems documentation; prepare regular performance reports for management.
Education
Pittsburgh Technical College
Associate's Degree, Network and System Administration/Administrator 2004 - 2006
Skills
● Call Center
● Team Building
● Process Improvement
● Quality Assurance
● Business Analysis
● Vendor Management
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