Customer Service Desk

Location:

Salary:

115,000

Posted:

September 05, 2023

Contact this candidate

Resume:

La`Brinda L. Howard

***** **** ********* **.

Circleville, Ohio 43113

Phone: 740-***-****

E-mail: *********@*****.***

Objective:

To obtain an IT position where my technical experience, skills, education, management and customer service experience will be utilized to contribute to the company's efficient and successful operations.

Skills:

Management and Supervision experience for 8 years +

Experience in Leading a Team, Team building and development 10 years +

Experience in ITIL processes and Support Center (Help Desk) Operations

Experience in Agile Project management and risk management processes

Experience with integration and analysis of computer systems

Excellent communication and customer service skills (both written and direct communication)

Experience with installation and troubleshooting of software and hardware components for Individual client home and workplace networking needs

Knowledge of Windows and Microsoft office suite of programs, Azure. Active Directory and other software applications such as Java, Adobe, Jira, Service now, Fresh Desk, Oracle, and over 200 banking applications

Experience supporting custom applications.

Experience supporting and updating 3rd-party applications

Experience with computer/mobile devices and applications including IOS -MAC / Windows/ Android

Experience with database applications and networking telecommunications processes

Data entry and data processing skills

Quality Assurance testing in Agile and waterfall environment

QA Manual Tester with knowledge of automation testing, software; testing suites and functionality (Ruby and Ruby Mine)

Member of the Information Systems Security Association (ISSA)

Attended CISSP certification prep class with the ISSA organization with intention of becoming a pen tester

Education

1988 – 1992 Central State University

Bachelor of Science Degree in Psychology

November - 2012 Colorado Technical University

Master of Science in Management in Information Technology Management.

Certificate in System Integration and Analysis – Nov 2012

Scrum Master Certified (SMC) – July 2022

Experience

Central Ohio Transit Authority -September 14, 2022, to current

-Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%). Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)

Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)

Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)

I Am Boundless Inc. – Information Technology Manager

December 14, 2021, to April 28, 2022

- Oversee the functions of the IT department including the Service Desk and Ticketing system and Supervise IT Staff, Responsible for coordinating, planning and leading IT related activities and projects in the organization. Including Cyber Security, Windows system administration and, maintaining the processes for Inventory and break fix for all Windows computers and peripherals for both and Mac and Windows devices. Worked as a windows shop with Intune and SAS (Software as a service methods). Assisted with determining the IT needs of the organization and responsible for implementing computer systems to fulfill the organization’s information system and network requirements.

Highlights Family of Companies – QA IT Analyst (Lead Software Tester)

May 4, 2015 – May 15, 2020

-Established processes and standards of software quality and quality assurance (QA) testing, as well as defect tracking and scoring.

-Developed and implemented Agile environment of tracking methods

-Applied proven analytical and problem-solving skills to help validate IT systems and applications in order to maximize the benefit of business investments in IT initiatives.

-Led the QA team and set up and maintained all QA equipment and software for QA devices such as; Mac desktop and MacBook, Windows desktop and Laptops.

-Maintained Alexa device for testing Highlights Alexa Application

-Set up and maintained tablet and mobile devices both Apple and Android

-Responsible for QA department finances for purchasing and cancelling test order purchases with customer service and finance department. (Maintained on corporate Credit card)

-Created bug reporting system for software issues and maintained quarterly bug reports

-Led QA Team in project testing over 20 websites for the Highlights family of companies.

-Scheduled and coordinated Team meetings for the enhancement of the QA testing processes. (Based on Agile Project practices)

-Established good working relationships and coordinated with other business partners on behalf of QA to ensure quality of product deliverables.

-Encouraged and coached Team members on team project objectives and goals.

Huntington National Bank – Service Desk Analyst (Entered as Sarcom contractor hired on as Employee)

August 2013 – April 2015

-Provided desktop and IT infrastructure support for corporate and colleague desktop calls.

-Installed and maintained software and hardware in win 7 /win xp environment

-Provided triage technical support on Escalated Printer for HP, Epson, Plotter and Xerox Printer.

-Provided solution escalation services and assisted upper-level support partners in implementing and restoring availability to the enterprise desktop computing environment.

-Service Desk 18x7 support services operation.

Chaos Productions – Information Technology Specialist (Freelance)

July 2008 – August 2018

- Set up and maintained home networking and home-based computer technical and software support in client’s home for personal and business purposes.

- Tasks completed included virus removal, hardware and software installation. Installation of pc hard drive expansion, DVD/CD RW drive, hardware and software upgrades as needed.

- Provided IT support, Troubleshooting for desktop (Mac / Win), laptop and tablet and mobile devices (IOS and Android).

Ross County Bd. Of Developmentally Disabled Individuals – Service and Support Administrator

October 2004 – September 2010

- Worked with a professional team to develop and maintain residential and vocational budgets for Developmental Disabilities life care plan.

- Coordinated and led a team to design goals and objectives to meet needs of the client’s individual disability.

- Worked with social and community organizations to complete life or behavioral plan objectives.

Springview Developmental Center – Qualified Mental Retardation Professional (QMRP)

Promoted to QMRP position (Institution closed by State of Ohio)

September 1999 – October 2004

- QMRP -Maintain individuals with Developmental Disabilities life care plans. Worked with a professional team to develop and maintain residential and vocational budgets for life care plans.

- Coordinated and led a team to design goals and objectives to meet needs of individual disability.

- Supervised DD teacher/vocational habilitation specialists, Two Residential Care Supervisors and 30 Day and 30 evening shift direct care workers within residential DD center.

Montgomery Developmental Center (State of Ohio) – Therapeutic Program Worker (TPW)

September 1992 – September 1999

- Assist in Maintaining individuals with Developmental Disabilities life care plans. Active team member of professional team to develop and maintain residential and vocational life care plans. Provide direct care.

References

Highlights Family of Companies

Ken Brown, IT QA Manager

1800 Watermark Drive Columbus, Ohio 43215

614-***-****

Sarcom / PC Mall

(Huntington National Bank Corporate Office, Service Desk)

Dan Woerner, IT Contract Service Desk Supervisor

8337 Green Meadows North Lewis Center, Ohio 43035

614-***-****

Ross County Bd. of DD

John Hocker, Community Services Director