Service Desk It

Gwendolyn Stewart 713-***-**** ********@*****.*** https://www.linkedin.com/in/gwen-stewart 1 of 2 GWENDOLYN STEWART

713-***-**** Shreveport, LA Email LinkedIn Information Technology Professional

PROFESSIONAL SUMMARY

Highly experienced IT professional with 20 years in the field, including 13 years of successful Service Desk Management. Specialize in leading and developing high-performing service desk teams, optimizing workflows, and improving user satisfaction across domestic and international departments through technical support. Proven ability to design, develop, and deliver comprehensive user training programs and create detailed documentation for common issues and standard operating procedures. Excel at leveraging technology to improve service delivery and proactively address user needs.

PROFESSIONAL EXPERIENCE

Project Delivery Analyst: Deloitte, LLP - Remote Sep 2021 - Feb 2025 Project: DNOW - Project Delivery Analyst

● Returned to previous employer as a Deloitte Consultant as SME on their processes

● Conducted root cause analysis of recurring technical issues and collaborated with cross-functional IT teams to develop and implement long-term remediation strategies

● Transitioned seamlessly between different SaaS platforms, maintaining service continuity and user satisfaction

● Developed and maintained workflows, forms, dashboards, and system reports within EasyVista and other ITSM platforms.

● Provided user training sessions and created comprehensive documentation for common issues and standard operating procedures

● Collaborated with IT team members to identify and implement process improvements, enhancing support efficiency and reducing resolution times

● Maintained a solutions database for technical issues affecting end users, ensuring up-to-date and accurate information

● Assisted with the development and implementation of new ticketing tools, streamlining the incident management process

● Generated detailed help desk performance and metric reports for the Management Information Systems

(MIS) Support Division, providing insights for continuous improvement

● Documented Knowledge Base (KB) articles to enable Helpdesk Agents to quickly troubleshoot and resolve recurring Level 1 (L1) tickets

● Provided technical support to all departments, both domestically and internationally

● Designed solutions with scalability in mind to support growing organizational needs within SaaS platforms DNOW - Remote Mar 2004 - Sep 2021

Service Desk Team Lead May 2010 - Sep 2021

DNOW was spun off from National Oilwell Varco in May 2014

● Supervised daily help desk operations which consisted of scheduling/staffing, data analysis, trend monitoring, and communicated with upper-level management regarding process documentation creation and training

● Oversaw the transition and spin-off from NOV to DNOW, ensuring seamless continuity of services

● Shifted seamlessly between SaaS platforms, sustaining consistent service and meeting user expectations Gwendolyn Stewart 713-***-**** ********@*****.*** https://www.linkedin.com/in/gwen-stewart 2 of 2

● Responded to and resolved user inquiries via phone, email, and in-person, maintaining a prominent level of customer service

● Diagnosed and troubleshot technical problems related to desktops, laptops, printers, and peripherals

● Managed ticketing system to track, prioritize, and escalate support requests as necessary

● Evaluated the impact of each recurring issue on the users and the organization

● Collaborated with IT teams to develop and implement long-term solutions

● Conducted user training sessions and created documentation for common issues and procedures

● Collaborated with IT teams to identify and implement process improvements for support efficiency

● Maintained solutions database of technical issues affecting end users National Oilwell Varco (aka DNOW) Apr 2008 - May 2010 Service Desk/Desktop

● Provided frontline technical assistance to users via tickets, phone, email or in-person

● Diagnosed and resolved hardware, software and network issues

● Assisted with User account management, including password resets and access provisioning

● Installed and configured new hardware and software

● Escalated complex issues to higher-level technical support or relevant teams when necessary National Oilwell Varco (aka DNOW) Mar 2004 - Apr 2008 Inside Sales/Contracts Administrator

● Handled and processed all spare material requirements for customers globally, as well as for designated NOV branch locations both domestically and internationally, utilizing SAP and B2B processes

● Reviewed and responded to all quotation inquiries, providing pricing, availability, and terms for purchase orders and amendments

● Initiated order entries for all incoming stock transfer material requirements and customer spares

● Managed the spares backlog for direct customer inventory branch sales demands to identify areas for improvement

● Coordinated contract pricing for various customers and assisted in the review and maintenance of the discount structure

EDUCATION AND TRAINING

GenAI Certification: In process

TECHNICAL SKILLS

Databases

AzureAD Carbon Black Bit9 Cisco Anyconnect Forticlient Fabric VPN Agent Active Directory

Fuze Intune Netskope Security Okta Saviynt Enterprise Identity Solarwinds Hardware / Operating Systems

Android and iOS Mobile Devices Hewlett Packard and Dell Laptops Windows 8/9/10/11 Printer Support: Brother Canon HP Ricoh Toshiba Xerox Software / Products

Bomgar (Beyond Trust) Remote Tool Administration EasyVista Service Manager Administration EV Reach Remote Tool Administration ITIL Administration Ivanti Service Manager Administration Logmein Rescue M365 O365 Remedy Ticketing Tool Remote Tool Administration

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