Service Desk Help

Victor Barroso

***** **** **** - ********, ** ***95

Phone: 1-951-***-**** Email: *********@*******.***

Objective:

Opportunity to join an organization where my leadership, troubleshooting and organizational skills can be used to benefit my potential employer and the customers it serves.

Work Experience:

Desktop Support Analyst III – HM Electronics, Carlsbad, Ca

June 2023 – April 2024

Diagnosed and resolved complex IT issues beyond Tier 1 and Tier 2 capabilities, escalating only critical incidents to Level 4 support.

Collaborated with network and security teams to identify and resolve network connectivity issues impacting user productivity.

Troubleshot hardware and software problems, that lower tier analyst were unable to resolve.

Installed and configured computer hardware and software.

Documented troubleshooting procedures for recurring issues, reducing resolution time for future instances.

Trained and mentored junior help desk technicians.

Utilized ticketing system to manage and prioritize support requests.

Collaborated with other IT teams to resolve complex issues.

Assisted with network troubleshooting and maintenance.

Provided advanced technical support for end-users on various software applications.

Maintained a positive and professional demeanor while resolving user issues.

Documented user interactions and provided clear explanations of technical solutions.

Troubleshot hardware and software problems, including hardware failures, software conflicts, and network connectivity issues.

Utilized ticketing system to manage and prioritize support requests, ensuring timely resolution.

Managed M365 accounts of users.

Managed Intune user access

Service Desk Supervisor – TrulyCreative Network Solutions – Murrieta, Ca

March 2019 – May 2023

Responsible for technology to support further improvement within the environment

Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This includes detailed tactical steps to drive the changes desired with clearly defined success criteria

Tracked and communicated cost information around Service Desk operations, including our in-house operations and our managed service provider contracts. Recommends financial improvements/efficiencies in the IT Service Management (ITSM) space

Conducted research on emerging products, services, protocols and standards in support of ITSM best practices

Responsible for working with IT Infrastructure projects team to support required support goals

Responsible for hiring and developing Service Desk talent

Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements

Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues

Ensures that these IT Infrastructure Library (ITIL) processes are defined, understood, adhered to and improved ongoing across the enterprise

Oversees the day-to-day administration of systems related to the management of the end-user systems and applications. This includes platforms for IT Service Management and Delivery; such as Microsoft SCCM, WSUS, as well as various end-user platforms such as Office365.

Mentors and assists with implementation of continual service improvement items across all IT operational processes

Ensures that relevant statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support

Promotes the creation and curation of Knowledge documentation with the goal of increasing the end user’s ability to access relevant information to self-solve common issues

Responsible for Problem Management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring

Managed O365 user accounts

Managed Intune user accounts

Moved on-premises servers and email to Intune and O365 cloud solutions.

Service Desk Supervisor – Guild Mortgage Company – San Diego, Ca

July 2017 – December 2019

●Supervise the IT Service Desk staff in supporting the day-to-day operations of the IT application, hardware, and network systems.

●Monitor queue and assist with incoming customers calls during periods of heavy volume.

●Provide application, hardware, and operating system expertise in the planning, implementation, and support phases of computer systems projects.

●Analyze IT Service Desk KPI’s, staff performance, and staffing levels to ensure both prompt and efficient customer response and time to resolution.

●Generate weekly performance metrics and provide status reports to management.

●Create and maintain internal department documentation and procedures.

●Resolve complex escalated technical issues; use opportunities as teaching exercises for staff.

●Identify, track, and monitor trends and avoidable helpdesk-related errors; work to develop solutions, improvements, and stop-gaps.

●Keep informed of industry trends and changing technology related to field of expertise; make recommendations for changes to policy, practice, and process accordingly.

●Mentor less experienced team members; respond to questions and build capability.

●Collaborate with internal IT teams on technical issues and distribute solutions throughout team.

Help Desk Supervisor/Change Manager – NAMM California – Ontario, Ca

April 2013 to June 2017

Help Desk Supervisor

Lead a team of 5 individuals to deliver technical and non-technical support to the organization

Ensure team properly escalates any problems or issues

Ensure team is aware of business requirements

Hold team accountable for performance metrics

Developed and documented processes used within the Help Desk

Monitor effectiveness of the Help Desk team members and identify opportunities for improvement

Design and develop training to educate either team members, clients or organization on new processes and procedures

Assisted in implementation of Tiger Text software within company

Assisted in implementation of Good Mobile Technology within company

Analyzed, identified and procured software or hardware required by customers

Assisted in interview process of any new job openings within the IT department

Generate and distribute reports as requested by management

Collaborate with other technical teams or vendors to help resolve any outages, problems or issues as needed

Change Manager

Implemented new ITIL v3 Change Management Process

Trained IT department on new Change Management Process

Consult and coach project teams

Ensured efficient flow of Change Requests through the Change Management process.

Enforced process and standards, and work to improve the Change Management process.

Reviewed change plan and ensure its adherence to implemented process.

Ran Change Advisory Board meetings twice a week to review and approve changes across the organization and at unit level.

Supported the design, development, delivery and management of communications

Identified, analyzed and prepared risk mitigation tactics

Various roles in the IT field – Solar Turbines – San Diego, Ca

December 2003 to March 2013

Help Desk Lead

●Develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget.

●Frequent contact with customers, direct reports and peers.

●Manage a team of 16 Help Desk analyst and leads.

●Perform interviews for new analyst and provide feedback for promoting analyst.

●Assist with customer inquiries when necessary.

●Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

●Create and maintain a training program for increased business, customer service and technical knowledge.

●Participate and assist in driving the knowledge management process.

●Lead and participate in projects.

●Develop and demonstrate an understanding of customer and business needs.

●Resolve escalated customer and vendor issues.

●Resolve daily issues of a complex scope that impact the team and overall business objectives.

●Prepare staffing plans.

●Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.

●Maintain a high level of employee morale within the team.

●Assist in determining equipment, tools, and space needed to allow team members to adequately support the customers.

●Prepare the support team for new product/service releases by arranging training meetings with development staff prior to new releases.

●Participate in and drive participation of the Help Desk in the organization’s change management process.

●Maintain current knowledge of industry trends and potential impact on the support business.

Change Manager

●Ensured that Solar Turbines' Change Process adhered to Caterpillar's Change Process

●Supported communication efforts of changes to the company

●Assessed the change impact and risk

●Conducted impact analyses, assess change readiness and identify key stakeholders.

●Supported training efforts

●Provided input, document requirements and support the design and delivery of training programs.

●Completed change management assessments

●Identify and manage anticipated resistance

●Created actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan

●Supported and engage senior leaders

●Coached managers and supervisors

●Support organizational design and definition of roles and responsibilities

●Coordinated efforts with other specialists

●Integrated change management activities into project plan

●Evaluated and ensure user readiness

●Managed stakeholders

●Tracked and reported issues

●Define and measure success metrics and monitor change progress

●Support change management at the organizational level

Client Solutions Analyst

Assess and document current site PC configuration and user requirements.

Design and optimize Tech Refresh PC based on needs of the user and COE rules and guidelines.

Investigate, identify, and propose solutions for any customer needs that fall outside standard HW/SW Configuration.

Perform needs assessment for hardware & software.

Communicate old vs. new configuration to client and client’s manager prior to placing order.

Obtain appropriate approvals prior to ordering equipment and/or software.

Prioritize deployments and create deploy schedule.

Instruct customers on what can be expected prior to, during, and after receipt of new asset including cleaning up data and storing to single location.

Follow-up with users 24-48 hours after install to verify all issues handled.

Participant on 6 sigma team looking at printer situation at Solar.

Work with deskside and helpdesk support technicians to resolve customer problems/issues.

Deskside Support Technician

Provided a high level of service to clients by attending to and resolving on-site service calls and efficiently repairing, installing, and maintaining equipment and conducting moves/adds/changes to hardware product.

Conducted on-site upgrades, configurations and tests of client equipment.

Enhanced level of technical training and skill set through active development within chosen technical path / skill set. Maintains knowledgeable of new technologies and vendor offerings that are cost effective and optimize client satisfaction.

Maintained appropriate records and documentation on service work performed and ensures timely communication to supervisor of service order status and potential issues

Involved with various projects such as black belt deploys and lease returns and deploys.

Education/Certification:

APMG International – San Diego California – ITIL V3 foundation – June 2012

HDI – San Diego California – HDI Support Center Team Lead – October 2011

Solar Turbines, Inc – San Diego, Ca - Certified 6 Sigma Green Belt - April 2005

Solar Turbines, Inc – San Diego, Ca - 6 Sigma Green Belt - December 1999

Comptia - A+ Certified - August 1992

Coleman College, La Mesa, Ca - B.S. – Information Systems – August 1992

Heald-Kelsey Jenny College, San Diego, Ca - A.A. – Accounting/Information Systems – July 1986

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