Service Desk Desktop Support

MARKUS GAULKE

Houston, TX

832-***-**** *******@****.*** Linkendin Profile https://www.linkedin.com/in/markusgaulke/ IT Service Desk Manager

Business Management / Customer Satisfaction / Technical Leadership Accomplished professional respected for 20+ years of business and IT service desk management achievements with high-profile companies. Motivational leader who ensures alignment across teams, projects, budgets, and overall helpdesk functions in fast-paced workplaces. Forges lasting stakeholder relationships and maintains a constant focus on customer satisfaction. Out-of-the-box thinker who champions creative solutions and emerging technologies to maximize productivity.

Selected Highlights:

• Improved hardware and software purchasing as well as improving the on/off-boarding process at Blinds.com, including purchasing new employee assessment software. Revolutionized the process while achieving substantial savings.

• Integrated an Apple-type genius walk-up bar for end users to receive immediate support, increasing satisfaction ratings within a short timeframe.

• Drove the smooth implementation of ServiceNow, Jira Software and Zoho Service Desk Plus. Managed the ticketing system, including building a fully functional service catalog, automations and workflows for better end-user request intake.

• Enhanced/automated critical processes while building an engaging team environment, leading to multiple promotions and career advancements.

• Orchestrated high-performing businesses, driving continuous improvement throughout marketing, sales, support, accounting, inventory management, team building, and operations. Core Competencies

IT Service Desk Management / Operations Management / Team Building & Leadership / Strategic Planning Communication / Customer Service / New Technologies / Networking / Infrastructure / Implementations Remote Connectivity / Disaster Recovery / Cybersecurity / Process Improvement / Client Relations PROFESSIONAL EXPERIENCE

Vroom 2019 – Present

IT Service Desk Manager

Head 30 direct and indirect reports through multiple locations, implementing a Jira Service Management Ticket tool, and providing decisive leadership and supportive mentoring. Maintain end-user support at 95-99% SLA success rate (above targets), demonstrating dedication and diligence.

• Championed a dynamic team environment with one of the lowest turnover rates companywide, realizing various staff promotions/advancements while balancing company objectives.

• Created a unique end-user training platform for basic application and troubleshooting that was recognized and adopted as a gold standard.

• Uncovered significant cost reduction opportunities throughout hardware procurement and software licensing purchasing, including conducting tough vendor negotiations.

• Guided constant auditing and license management to produce a record $100k in annual cost savings.

• Created a special service desk group for escalated application support that addressed long-standing service issues and resulted in various customer referrals.

• Supported 2000 plus Users with mix of Windows and Mac devices.

• Supported C-levels for escalations and premium support.

• Project Management for strategic IT initiatives.

• Implementation and Management of Change Control

• Conducted general audits, user access reviews and Sox Control audits. Blinds.com 2012 – 2019

Service Desk Manager (2013 – 2019)

Led strategic development and established root cause analysis teams for a best-in-class service desk. Managed SLAs and constantly improved service quality while adhering to budget requirements.

• Promoted to a Service Desk Manager after ranking at the top of all helpdesk staff. Provided essential input to several projects and supervised 5 direct reports. MARKUS GAULKE *******@****.*** 832-***-**** Page 2

• Reduced aging issues by 20% by facilitating Problem Management processes and meetings, all while supporting senior leadership with high-level IT planning.

• Developed support process improvements to enable efficiency gains, including standardizing work processes and recommending the use of cutting-edge technologies.

• Built a site-wide awareness program that increased procedure and policy compliance. Blinds.com Achievements, Continued

• Integrated a global framework that increased the use of KPI reporting, enhancing decision-making.

• Increased the capabilities of new service desk technicians by establishing a technical training program, offering specialized mentoring to bridge any performance gaps. Help Desk Specialist (2012 – 2013)

Delivered exceptional computer hardware/software and peripheral device support to 300+ end-users. Sought by various staff to address emerging business and technical issues. Set up multiple workstations at job fairs and received praise for flexibility.

• Constructed and administered new office printers ahead of strict deadlines.

• Supported HR Department in staff selection and skill set testing; saved thousands of dollars in testing software expenses and produced a handbook to convey lessons learned.

• Sought as the ‘go to’ person for escalated concerns. Optimized many departmental practices.

• Built out an optimal technical solution for Say Jay Broadcasting that enhanced productivity and saved a pacesetting $15K, in addition to uncovering other process improvement opportunities.

• Hardware support for Windows and Mac devices.

Support Space Company 2011 – 2012

Desktop Support Technician

Delivered superior desktop support and acted as a subject matter expert on the Windows platform and various third-party applications. Supported the onboarding of other support employees.

• Resolved 1K+ cases and outpaced productivity goals for major clients such as Geek Squad, Geek Squad Canada, Trend Micro, and Zone Alarm, Windows and Mac hardware Zsushi & Wine Bar 2008 – 2011

Business Manager

Managed staff and operations to achieve consistent business development. Created, applied, and managed business plans and programs that integrated in-depth market research and analysis. Maintained inventory, handled financials, and focused on superb customer service.

• Achieved profitability and exceeded targets for repeat and referral business.

• Sourced, secured, set up, and maintained all computer hardware/software and applications, balancing tactical operational requirements and strategic objectives. Additional Experience: Cactus Espresso Systems, LLC, Business Manager, 2000 – 2011 EDUCATION

• MS Certificate of Achievement; Installing & Configuring Win 7 Client, New Horizons Computer Learning Center

• ITIL Foundation

• Home Depot Leadership Training

• Specialty School for Business; Staufenberg Schule Germany

• Schloss Hohenwherda Boarding School (High School) ADDITIONAL CREDENTIALS

Technical Skills:

Systems: MS Windows 95, 98, ME, XP, 2000, Vista, 7, 10, 11, 2008 Server, 2010 Server, 2012 Server,2016 Server, Microsoft Exchange, Active Directory, VMware General Software: Office 365 & MS Office Suite (Word, Excel, PowerPoint & Outlook), Apple iTunes, Mac OS. Windows Workstations

Applications: Okta, Duo Mobile, Jamf Mac Mangement Application, Addigy Mac Management Application, Salesforce, Coupa, Jira Sofware, Jira Management, Service Now, Zendesk, Zoho Service Desk Plus, Stripe, DocuSign, Adobe Creative Cloud, Google Workspace, Keeper, Lucidchart, Security: Zone Alarm, Kaspersky, Webroot, Bit Defender, Trend Micro, and Sophos, Rapid 7, Crowd Strike Web Browsers: Internet Explorer 7, 8, 9, 10, and 11, Edge, Google Chrome, Safari, Firefox Tablets: Android and Apple

MDM: Mobile Iron, Workspace One

VOIP: Five9, Ring Central, I3 Interactive Intelligence

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