~ INFORMATION TECHNOLOGY SERVICE DESK MANAGER ~

Technical Support SharePoint Administration System Configuration Data Analysis

Project Coordination Process Implementation and Optimization Hardware/Software Installation

Qualifications Profile

Strategic, performance-driven, and solutions-oriented professional, offering broad-based experience in help desk management and information technology operations.

Professional Experience

Cornell University, Ithaca, NY

IT Service Desk Level 1 Manager Mar 2020–Present

Deliver effective supervision to the Level 1 Service Desk operations which include establishing team and individual staff goals and setting roadmaps for continuous growth

Ensure attainment of entitlements and service level agreements (SLAs), as well as maintenance of trending data on key performance indicators (KPIs)

Serve as key contact person among various IT teams on gathering ticket, contact, and status information

Expertly address needed Ticket Investigation for root cause analysis (RCA), and develop strategies for improvement by identify metrics which require focus, and use them to motivate team

Contribute to improving customer support by actively responding to queries and handling complaints

Guarantee accurate staffing levels and scheduling to properly support user community

W.R Grace, Columbia, MD

Global Help Desk Manager Jun 2016–Feb 2020

Supervised overall global help desk operations which include establishing goals and setting roadmaps for continuous growth

Functioned as subject matter expert (SME) on help desk processes, responsible for maintaining internal and external SharePoint sites and auditing onboarding and off-boarding IT account requests

Served as key contact person among various IT teams on gathering ticket, contact, and status information

Coordinated with Knowledge Management Team and continuously evaluate and update all external process documentation

Designed and carried out enhancements and system configuration for ITSM (Cherwell) and maintain system

Managed daily expectations of team by collaborating with the help desk team leader to identify metrics which require focus, and to motivate team

Observed precise staffing levels and scheduling to support user community

Global Help Desk Team Leader – Knowledge Management Jan 2014–May 2016

Developed knowledge management processes and procedures for article creation and reporting

Formed an internal Knowledge Management Team from global help desk (GHD) staff ranging from two to nine members, while providing guidance to them on task assignments, and advising on process optimization

Took part in various internal departmental projects in IT Department for HelpDesk visibility to learn about the project details, train the assigned team, and develop knowledge documentation

Created and modified help desk documentation and policies when necessary in cooperation with the manager

Global Help Desk Team Leader Dec 2013–Jan 2014

Mentored global staff in provisioning policies and internal GHD procedures for IT projects

Rendered direct support to manager on plans to improve operations

Generated robust knowledge base article repository for GHD

Facilitated one-on-one meetings with team members from USA and Manila and properly maintained agendas and meeting schedules for staff and leadership meetings

Partook in various internal departmental projects in IT Department for HelpDesk visibility to learn about the project details, train the assigned team, and develop knowledge documentation

North America Help Desk Team Leader Oct 2011–Dec 2013

Took part in various internal departmental projects in IT Department for HelpDesk visibility to learn about the project details, train the assigned team, and develop knowledge documentation

Demonstrated leadership skills in assigning tasks and training newly hired staff in Columbia, Maryland

Aided the team in administering tickets and answering questions, while offering general support and guidance

TEKsystems, Inc., Linthicum, MD

Technical Support Agent (Contracted to W.R Grace) Jun 2010–Oct 2011

Exhibited expertise in resolving technical and service problems for users in a Windows environment.

Keenly analyzed and routed technical needs of various customers

Dealt with issues associated with network and application logins, remote access connection, VPN and wireless networks, as well as hardware and software procurement needs

Technical Support Agent Internal Level 2 Support Agent (Contracted to Northrop Grumman) Sep 2008–Jun 2010

Efficiently handled inbound calls, emails, and internet support chats

Took charge of troubleshooting Blackberry Desktop Manager Software

Aided other agents on day-to-day responsibilities

Earlier Career

e4e, Hunt Valley, MD

Technical Support Representative (Polycom)

Professional Development

Certification

Certified IT Service Center Manager, HDI (Virtual), Valid Until Jul 2021

Knowledge Centered Support (KCS) Training Certification, HDI (Virtual) 2015

Polycom Certified Video Engineer (CVE), e4e 2010

Training

Help Desk Leadership Training, HDI (Virtual) 2012

IT Network Admin Training and Microsoft Certifications Accelerated Bootcamp 6-Month Course

ComputerTraining.com 2006

Technical Acumen

Windows Operating Systems (7 and 10) Microsoft 0365 Suite SharePoint Skype for Business

Check Point Mobile GoToMeeting Mobile Iron MDM iOS Android SCCM TeamViewer

Adobe (Reader and Acrobat) Avaya (CMS and CMS Supervisor) Symantec VIP Cherwell Slack Duo

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