Service Desk Customer

Robert M. Porter

Shawnee, KS ***** ****.******.******@*****.*** Mobile 913-***-****

Qualified Technology Sales Support Candidate

Award-winning, proven technology professional with 20+ years of accomplished experience in technical positions with industry-leading companies.

Core Skill Areas:

Training & Leading Teams

ITIL Certified

Customer Service Excellence

ServiceNow Trained

Software Development Process

Active Directory

Group Policy

Cross Departmental Liaison

Hardware & Software Support

Complex Project Management

IT Change Control Management

Backup and Recovery

Virtualization Technologies

Requirements Gathering

Quality Control Testing

Executive-Level Support

Security Plus (Current till 26)

Secret Clearance

Plan and Implement System upgrades

Patch management

Professional Experience

Kona Ice of Southern Kansas City 2017 - Present

Director of Operations / Owner

Key Responsibilities:

Actively manage daily operations, including inventory management, equipment maintenance, and truck operations.

Created Service Catalog to centralize database of provided technology services.

Oversee financial aspects such as budgeting, tracking expenses, and ensuring profitability.

Delegate tasks to staff while leading, by example, training and supervising team members.

Book and coordinate events, managing logistics and scheduling to maximize reach.

Train new employees on equipment use, customer interactions, and company standards

Foster relationships with schools, sports leagues, and community organizations to secure event bookings and give back through fundraising programs

Tek Systems / Peraton Overland Park, KS 2020 - 2023

Service Desk Manger

Key Responsibilities:

Provide leadership and technical expertise

Support the 24/7 operations of a Tier 2 Service Desk

Managed incident, event, and request management for data center environments

Manage and monitor datacenter systems, ensure their continuous operation

Train junior staff to stay on top of new systems and to update changing processes

(CONTINUED)

Robert M. Porter

****.******.******@*****.*** Mobile 913-***-****

North Kansas City Hospital, North Kansas City, Mo

Service Desk Lead (2019- 2020)

Key Responsibilities:

Maintaining Service Desk Services and document in Service Catalog.

Manage Service Desk work schedules to maintain 24/7 support.

Report on Key Performance Indicators to share with team and management to meet goals.

Terracon, Olathe, KS 2017 - 2019

Service Desk Manger (2017-2019)

Key Accomplishments:

Lead Service Desk Tier I support team providing white glove technical services

Tracking and reporting KPI through ServiceNow to monitor and track trends

Coached and Developed IT professionals guiding and helping them grow professionally

Implemented an IT Service Portal to enable better customer support and interaction

Built an extensive Knowledge base for both internal IT and our customers.

Developed and Launched ServiceNow Chat Service providing a broader, more modern way for our co-workers to get support

Increased Customer Satisfaction Survey from an 88% satisfaction rate to a 94% satisfaction rate

Reinforced ITIL Practices in our environment by implementing Incident tickets and Request tickets

Academic Background & Credentials

Master of Business Administration, Baker University, Baldwin City, KS.

Bachelor of Science, Kansas State University, Manhattan, KS.

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