Service Desk Project Management
Resume:
EDWIN VELAZQUEZ
IT Service Desk Management
SUMMARY OF QUALIFICATIONS
Experience Managing IT Call Centers, Service Desks and Tech Support Operations. Coaching, Mentoring, Team building and leadership. Develops processes and standards, adhering to industry best practices, promotes and ensures compliance with those processes and standards for Service Desk. Accountable for adherence to Service Desk Service Level Agreements including escalating and steering resolution of SLA compliance issues. Analyzes data and key performance indicators to develop and publish Service Desk performance metrics to include organization-wide dashboard reporting. Also, performs trend reporting and identifies opportunities for continual customer experience enhancements. Direct experience with IT planning and budget management.
EXPERIENCE
IT Operations Management of Service Desk, Tech Support and Infrastructure Teams (ServiceNow, ACD Systems, ConnectWise, Etc.)
Migrations from on-prem systems to cloud-based systems (ECW, Office365, etc.).
Led multiple teams in the relocation, design & implementation of the new facilities and educational technology platforms.
Multi-Vendor Management
Experienced Professor/Instructor
Enterprise Website development for Time Inc. on the Sports Illustrated Brand.
EDUCATION & CERTIFICATIONS
Lehman College, C.U.N.Y., NY- M.S. Computer Science, January 2018
Project Management Professional- PMI (Project Management Institute) - PMP#1290375
Business Analyst Certification (ExpertRating-3011469), ITIL Foundation (AXELOS #983775)
Six Sigma, Certificate in Project Management (PMBOK)-Boston University
Business Management Certificate from Alabama A&M University, IBM Customer Management Certificate
Full Stack Website Developer-NYC Code + Design Academy, SCRUM Master
WORK HISTORY
2022-Present Urban Health Plan Inc. Service Desk Manager- Built and Managed a team during COVID with a backlog of 600 tickets to zero in 3 months’ time. Handled budget and advised senior management. implemented changes in processes, procedures, hired new Staff, purchased new software tools for documentation, remote access, monitoring and reporting, resulting in increased efficiency and improved response times.
2010-2022 Lehman College IT Center/Help Desk Supervisor/ Adjunct Professor, Bronx, NY- Supervised IT staff members of at least 25 Associates. Provided direct support Services, Moves, Adds and Changes to all Computer Labs and Classrooms. Developed and Held IT Training Classes for Students, Faculty and Staff.
2013-2017 Velazquez Voice & Data IT Consulting- Oversaw multi-million-dollar conversion from legacy systems to VOIP network resulting in a cost savings of ten million dollars over 7 years. Handled many prominent clients such as the Visiting Nurse Service of New York, the Dollar Stores, Brooklyn Hispanic Chamber of Commerce, etc.
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