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Desktop Support Customer Service

Mableton, GA
February 26, 2020

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Mableton, GA *****404-***-**** •

Excellent communicator, well organized, detail oriented with excellent technical, customer service, and people skills


Desktop/Laptop: Windows / Mac

Mobile: Android / iOS

Microsoft Office Suite

Lync / Skype for Business

Microsoft Active Directory

Team Leader

Asset Management

Microsoft Exchange

Microsoft SCCM

Microsoft O365

AirWatch MDM


Customer service

Technical documentation

Communication across all levels

Analytical thinking

Process improvement

Educator and Motivator

Inventory Control

Problem resolution

Symantec Desktop Encryption

Bitlocker Encryption


Visual Basic and PowerShell


Client Support Manager I August 2017 – January 2020

Interactive Communications, Atlanta, GA

Led twelve desktop support technicians at a global scale

Managed all aspects of the procurement card assigned to the help desk

Trained and mentor newly hired help desk technicians

Assisted with the implementation of a data legal hold retention for the company including creation of documents

Upscaled and promoted three of my direct reports to higher positions

Created several knowledge base articles as part of a ServiceNow knowledge repository to assist the technicians with comprehensive troubleshooting guide

Assisted leadership with new companies’ acquisitions processes

Assisted other team members and escalations with more challenging technical issues

Responsible for procuring over $1mm of hardware and software procurements

Responsible for asset management and computer equipment inventory control

Provided technical support to Senior Executives 24x7x365

Responsible for reporting and escalating any critical issues

Traveled often to different InComm sites and offices to assist designated technicians with their daily tasks as well as to provide training on inventory control and asset management matters

Coordinated and manage the computer equipment procurement for all the InComm offices locally and internationally

Motivated team members across the company thus maintaining a very good balance positive attitude among team members

Executive Support Specialist II May 2012 – August 2017

The Coca-Cola Company, Atlanta, GA

My start at The Coca-Cola Company was as a contracted team with Siemens IT Services as a team lead for 10 associates. My responsibilities included project management and coordination of the team, performance reviews, employee HR matters, and the general management of day to day responsibilities for my team

Perform oversight of many projects and project management roles

Provided superior customer service and technical support to Senior Executives 24x7x365 fielding 10,000+ calls year over year with an 80%+ first call resolution rate

Partnered with Client Engineering to ensure proper testing for the Windows 8.1 and Windows 10 KO image and provide constant, on-going feedback to engineers of potential challenges prior to deployment

Applied best practices and learning from other parts of the System

Propose opportunities for improvement in all areas as see fit; influence others to drive execution

Maintain the appropriate asset levels for the various models and equipment used by our executives

Work closely with the Legal Hold team to ensure user data is cleared of litigation before disposing of it

Continuously challenged processes to ensure efficiency and superior results leading to increased customer satisfaction

Partnered closely with the forensics group to ensure data is properly collected and retrieved as required

Desktop Support I March 2008 – May 2012

Siemens IT Services at The Coca-Cola Company, Atlanta, GA

Provided superior support services across all technologies to ensure Senior Executives experienced

Responsible for:

oProject management and coordination of a team of 5 technicians

oPerformance reviews

oEmployee HR matters

oGeneral management of day to day responsibilities for my team

Served as a liaison between Siemens and The Coca-Cola Company project managers to address and resolve issues during electrical enhancements projects

Recommended and developed processes and procedures which resulted in increased customer satisfaction and overall reduction in re-work

Exceeded SLA for problem and requests from account managers


Bachelor of Science, Information Technology – American Intercontinental University, Ft Lauderdale, FL 2004

oCum Laude Graduate

Associate of Science, Electrical Engineering, ATI Technical Institute, Miami, FL 1989

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