Desktop Support Manager
Resume:
Jason Harris
*** ********* ****. *********, ** **182
*****************@*******.***
Professional Summary
I am a customer service focused Desktop Support Manager with twelve plus years’ experience. I have an extensive background in leadership, managed services, people development, team building and process improvement.
Skills Summary
Windows XP, 7, 8, 10
Office 365
SharePoint
Autotask, Remedy, Heat, AS400
Strong ITIL knowledge
Client relationship
Managed services
Contract evaluation
Quote creation and review
IT Services procurement
SCCM
Efficiency enhancement
Data analysis
Report creation
Meeting presentations
Team Building
Help Desk Operations
Experience
Helion Technologies, Dallas, TX
Service Desk Manager: 11/2016 – 3/2020
Managed day to day operations of the Service Desk, which supported 80 clients and 25,000 seats nationwide.
Managed a team of 35+ direct report level 1, 2 and 3 technicians.
Lead the growth of our Dallas office from eight to forty team members.
Implemented and tracked SLA’s to help measure the team’s growth.
Created new reports to track team and individual performance towards the new SLA’s, and to help provide feedback and coaching to team members.
Made various changes and improvements during my time, which resulted in improved performance across all SLA’s, a higher productivity rate for all team members and an improved customer experience.
Performed weekly, monthly and yearly evaluations with team members, including call monitoring, ticket and queue review, productivity evaluations and career development plans.
Collaborated with Project Management and Client Manager teams to ensure the best customer experience.
Worked side by side with the Project team for the successful completion of the Windows 10 upgrade for many of our clients.
Technology Service Professionals, Dallas, TX
Desktop Support Manager: 6/2011 – 9/2016
Managed day to day operations as well as the overall direction of the Desktop Services, Enterprise Print Management, Conference Room, and Level 3 End User support teams for Texas Instruments.
Managed a team of 60+ direct report technicians in offices across the United States and Canada, supporting 15,000 end users and 12,000+ machines.
Key responsibilities in this role included day to day operations, project management, and staffing.
Managed monthly gross margin budgets for all teams, totaling over $5.8 million in annual revenue.
Increased gross margin on several contracts by over 30% through process improvements, staffing level adjustments and cross training with multiple teams.
Supervised team, and individual, performances through monthly and quarterly metrics reviews.
Facilitated weekly, monthly and quarterly operations reviews to report on project status and managed service SLA’s and KPI’s with key stakeholders, client managers and IT directors.
Performed large data analysis using SCCM, SQL and Excel to determine trends, find resolutions, extract data, create reports, track successes and isolate areas of needed improvement.
Projects Managed:
oWindows 7 replacement of 12,000+ machines nationwide.
oUpgrade of 500+ out of date printers to new Xerox MFP’s including FollowMe print.
oLarge scale reduction of PC hardware inventory to allow for better process management, less resources and a smaller site footprint.
Best Buy, Mesquite, TX
Geek Squad Manager: 10/2007 – 6/2011
Directly managed a team of twelve technicians through day to day operations of the technical and retail aspects of our team.
Worked with other store managers to cross train all technicians in other departments, increasing store productivity and allowing for an increase in my staff.
Monitored employee workloads and ensured that all work was performed according to established IT procedures.
Maintained database of weekly and monthly staff schedules.
Implemented process improvement changes that resulted in a reduction of average repair time by two days.
Education
University of North Texas Two year of general studies 1998 - 2000
Richland College – DCCCD Two years of management studies
2015 - 2017
HDI Certified Desktop
Support Manager
2018
Contact this candidate