Service Desk It

Jesse Malloy, IT Service Desk Lead

Washington DC, 20011, 443-***-****, *****.*****@*****.***

SUMMARY Dynamic IT Service Desk Lead with 12 years of comprehensive experience in technical support roles across various organizations. Expert in managing IT service desk teams, troubleshooting complex issues, and enhancing service initiatives. Despite being in a current leadership position, previously excelled as a Tier III Technician by monitoring ticket progress and ensuring compliance with service level agreements. Proven ability to streamline processes and improve performance metrics, positioning to effectively meet the tech support needs of any organization.

WORK EXPERIENCE

02/2024 – Present IT SERVICE DESK LEAD, Bill & Melinda Gates Foundation Seattle, WA Supervise and manage the IT Service Desk team, providing guidance, support, and mentorship.

Coordinate the resolution of escalated technical issues, ensuring timely responses.

Develop and maintain IT service desk procedures and documentation. Monitor service desk performance metrics and implement strategies for enhancement.

Collaborate with IT teams to address complex issues and improve service initiatives.

11/2023 – 02/2024 TIER III TECHNICIAN, Bill & Melinda Gates Foundation Seattle, WA Delivered walk-up service desk assistance for the North and South buildings.

Diagnosed and maintained device inventory for laptops. Tracked ticket progress against service level agreements. 06/2022 – 11/2023 TIER II TECHNICIAN, Fred Hutch Cancer Center Seattle, WA Managed the collection and redistribution of out-of-warranty laptops. Orchestrated laptop repairs to minimize new machine purchases. Provided hands-on support for call center issues.

08/2016 – 02/2022 TIER 2 SUPPORT TECHNICIAN, (DCGOV) Office of the Technology Officer

Washington DC

Delivered technical support for Tier II issues affecting 1,000 clients. Engaged directly with end users for assistance.

Supported VP leadership and government officials in technical needs. 06/2014 – 08/2016 CUSTOMER RELATIONS MANAGER, (DCOGOV) Office of the Technology Officer

Washington DC

Collaborated with multi-sector teams to optimize service delivery. Utilized call-listening software to evaluate technician calls. Formulated operational policies and trained staff on best practices. SKILLS Customer Relationship Management

(CRM)

IT Management

Customer Service Service Desk

Microsoft Technologies Desktop Support

Software Installation Hardware Installation

MAC OS - Certification (Apple)

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