Service Desk Team Lead
Resume:
Thajvis Vue
Service Desk Team Lead
Denver, CO **229
*******.***@*****.***
Authorized to work in the US for any employer
Work Experience
Service Desk Team Lead
Mercy Housing-Denver, CO
May 2022 to March 2025
As the Team Lead for Mercy Housing IT, I oversee the work completed by both Tier 1 and Tier 2 teams, ensuring the quality of tickets handled by my team. I am responsible for training all new employees and mentoring lower-tier staff. create training material for new employees, create/update solutions knowledge base, SCRUM management, managed ticket queue, troubleshoot and configure managed CISCO network equipment, general WAN/LAN troubleshooting, cloud backup/restore, general network support, conversion of analog fax to efax, managed Azure Active Directory, managed O365 accounts, troubleshooting of VOIP phone systems, MSP for VOIP and ISP services, MS Teams Admin specialist, troubleshooting MFP Xerox/Ricoh, troubleshooting Citrix, re-imaging of computers, managed anti-virus deployment, Yardi account creations, asset and inventory management, boardroom Audio
\video equipment, and procurement management.
Senior Service Desk Analyst II
Mercy Housing-Denver, CO
November 2015 to Present
I was to have basic knowledge of all Tier 1 related support within Windows 10 environment. Resolved all escalated tier 1 tickets; if ticket needed higher level of support it was escalated again, trained new employees, created training material for new employees, create/update solutions knowledge base, scrum management, reviewed resolved tickets to ensure quality of service, managed ticket queue, troubleshoot and configure managed CISCO network equipment, general WAN/LAN troubleshooting, cloud backup/restore, general network folder support, conversion of analog fax to efax, managed Azure Active Directory, managed O365 accounts, troubleshooting of VOIP phone systems, MSP for VOIP and ISP services, MS Teams Admin specialist, troubleshooting MFP Xerox/Ricoh, very light troubleshooting Citrix, re-imaging of computers for employee use, managed anti-virus deployment for company computers, SharePoint 2016 management, Yardi account creations and general troubleshooting, Network Technician
Xcel Communications-Denver, CO
September 2015 to November 2015
Duties were to install/uninstall servers into cabinets, install cabling underneath raised tile floors, worked with CAT5/CAT6 cables, worked with fiber optic lines and configure settings and ports for all servers blades. Most of the work was centered at the IBM Boulder campus within their data center. Skills: A+, N+ and CCNA.
Store Manager
YV Gas LLC-Denver, CO
August 2011 to August 2015
Retail
My duties included inventory of store items, managing employees, handling large amounts of cash for deposit, recording P&L statements, customer service, clerical work, inventory, employee training. Help Desk Analyst
Exempla Inc-Golden, CO
April 2011 to August 2011
Computer/IT Services
My duties were to assist users with entry level support of software and hardware issues. Either I resolved the issue or created a work order for a level 2 or higher for resolution. The Help Desk supported Windows XP, MS Office suite, IE 7 and 8, printer issues, hardware issues, password resets with Active Directory and other proprietary medical software like Cerner, Meditech, McKesson. We were responsible for creating Remedy tickets for calls that came to the Help Desk. Ensured that escalation of urgent issues like outages were sent out and resolved in a timely manner. Routed all Remedy tickets for calls and emails that could not be resolved with the initial contact with user to correct Level 2 groups or higher.
Skills: Remedy, Call Center, Cold Calling, Outlook, Customer Service Rep (Inbound and outbound), printer scanner, Cisco VOIP Phone Systems, Active Directory, Help Desk & Desktop Support, desktop support and network.
Help Desk Analyst - Level 1
Catholic Health Initiatives-Englewood, CO
November 2009 to April 2011
Healthcare Services
I assisted users with entry level support of software and hardware issues. Either I resolved the issue or created a work order for a level 2 or higher for resolution. The Help Desk supported Windows XP, MS Office suite, IE 7 and 8, printer issues, hardware issues, password resets with Active Directory and other proprietary medical software like Cerner, Meditech, McKesson, Iris. We were responsible for creating Remedy tickets for calls and emails that came to the Help Desk. Ensured that escalation of urgent issues like outages were sent out and resolved in a timely manner. Routed all Remedy tickets for calls and emails that could not be resolved with the initial contact with user to correct Level 2 groups or higher. We created Outlook Distribution list in Active Directory. Skills: Remedy, Call Center, Cold Calling, Outlook, Customer Service Rep (Inbound and outbound), printer scanner, Cisco VOIP Phone Systems, Active Directory, Help Desk & Desktop Support, desktop support and network.
Level 1 Help Desk Specalist
IBM-Boulder, CO
August 2008 to January 2009
Computer/IT Services
Entry level 1 help desk for computers and proprietary software. Taking calls and resolving issues using knowledge base within an eight-minute maximum for each call. Escalating issues to Level 2 or higher when needed. Putting customers first on all issues. Remedy, Help Desk & Desktop Support, MICROSOFT WINDOWS APPLICATIONS, Call Center. Education
some college in Computer Information Systems
Front Range Community College - Westminster, CO
February 2004 to December 2005
Did not graduate
some college in Computer Information Systems
University of Northern Colorado - Greeley, CO
August 2003 to December 2003
Did not graduate
Vocational school
Bollman Tech - Thornton, CO
August 2002 to May 2003
Completed A+ Computer hardware course
Skills
• Cash handling
• System Administration
• Analysis skills
• Cash register
• Citrix
• Application Support
• Network Administration
• Technical Support
• WAN
• Network Support
• Help Desk
• Operating Systems
• VPN
• Azure
• Communication skills
• DHCP
• Microsoft Windows
• VoIP
• Cabling
• DNS
• Ethernet
• Sales
• TCP/IP
• Authentication
• Active Directory
• LAN
• Stocking
• Microsoft Excel
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