Help Desk It

Over **+ years of experience in improving customer satisfaction, coordinating resources, and resolving business and technical issues. Skilled in facilitating communication and collaboration, analyzing data, and implementing process improvements. Proven ability to manage multiple escalations simultaneously and develop strong relationships with internal and external partners.

Employment History

Escalations Manager Aug. 2018-Oct. 2023 ClubCorp Dallas, TX

Improved customer satisfaction by resolving escalated issues globally.

Coordinated resources internally and externally to interface with Senior Management Support, Engineering, Sales, and Customers.

Facilitated communication and collaboration between different teams and stakeholders.

Managed and prioritized multiple escalations simultaneously and reduced time to resolve escalated issues.

Analyzed data and identified trends to develop proactive solutions.

Information Technology Manager Apr. 2018-Jul. 2018 HITExperts West Palm Beach, FL

Managed all IT Help Desk-related needs, initiatives, and operations for Envision and HITExpert Affiliates.

Met regularly with senior staff, department heads, and Help Desk staff to define, develop, and review goals, initiatives, and challenges regarding the IT Help Desk department.

Managed the IT Help Desk department staff, including hiring, training, evaluation, guidance, discipline, and development of staff.

Managed the development and documentation of Help Desk policies, procedures, workflows (SLAs), and standardizations.

Handled a client project site relocation in Clearwater, FL of 300+ end users, including hardware, PC moves, cable routing, system configuration set-ups, and asset management monitoring.

Senior Manager Infrastructure Jun. 2014-Feb. 2018 AmTrust Financial Services, Inc. (AFSI) Bedford, TX

Managed Windows, Application, and Virtual Servers with other associated network components to deliver internet-based 24 / 7 service.

Supported the global Infrastructure Team with remote maintenance and fulfillment of on-call requirements.

Performed and directed vendors in preventive maintenance activities and incident outage resolution.

Managed the company-wide installation of Wi-Fi (WAPS) for eight Data Centers.

Implemented metrics and dashboards and developed and exercised Business Continuity Plans.

ACCOMPLISHMENTS

Managed the training of 100+ employees at the AmTrust Data Centers with the knowledge transfer of ServiceNow.

Spearheaded the AmTrust Infrastructure build-out at multiple locations, increasing productivity by 40%.

Service Desk Manager Jun. 2001-Oct. 2013 ACS / Xerox Dallas, TX

Managed the operations of 200+ clients in a multi-client help desk environment.

Analyzed help desk performance via various statistical and reporting options.

Managed and maintained communication with help desk team across three shifts spanning 24 hours.

Assisted team members in meeting departmental and personal goals. Maintained qualified employees and reduced employee turnover rate.

ACCOMPLISHMENTS

Developed comprehensive policies and procedures that increased productivity.

Implemented quality assurance standards that improved SLAs and first-call resolution rate.

Organized and restructured work schedules to accommodate call volume peak time. Decreased call abandonment rate.

Conducted 45-day knowledge transfers to India; Monterrey, Mexico; and Manila, Philippines. Trained (40+) employees.

Earned certifications by STI / HDI as a Technical Assistance Center Manager.

Education

Bachelor's Computer Science

Oklahoma City University Oklahoma City, OK

Certification

IT Information Library Foundations Certification

Jan. 2020

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