Service Desk Delivery

CORE LEADERSHIP QUALIFICATIONS

Managed Services Support Delivery & Outsourcing

Service Desk -Helpdesk Management

Budget Management

IT Security Management assets

Building/Leadership

Procurement/Risk Management

Hardware/Software Implementation Management

Vendor Management

Staff Training and Development

Customer Satisfaction and Retention

Project Management

IT Governance Framework

Device Management

Server Management

20 years of Service Desk and Help Desk Management experience

20 years of Service Delivery and Customer Service Management experience.

20 years of ITSM Experience (Service Now, Connect wise, Cherwell, Remedy)

15 Years of End Point Management (SCCM, INTUNES, IT Security on Global computers)

EDUCATION & CERTIFICATIONS

BBA in Business Management – Charter University

ITlL Foundation – Global Knowledge, Total Quality Management (TQM) – Expert Rating,

MCP, A+, Network+ -

TECHNICAL COMPETENCIES

Cloud Computing (M365, O365, Skype for Business, SIP trunking, Lync, Google App)

AI Tools (AWS, CoPilot, ChatGPT, Service Now)

ITSM Ticketing Systems (Service Now, Remedy, Cherwell, Connect wise, Kaseya, Service Now)

IT Governance Framework (ITIL, Cobit)

IT Security Management (Identifying and Assessing Risk, Monitoring and Responding to threats, Implementing Security measures, Educating Users, Updating and current Computer OS, Hardware)

SCCM, MECM, Apple Device Management (Intunes, Jamf Pro)

IT Security Management tools (Intunes, SCCM, Networks, Programs, Symantec Endpoint, Webroot, Kaspersky, TrendMicro, McAfee)

Windows Servers Administration (2003, 2008, 2008,2012, Azure, Active directory, Exchange (2005-2012)

Network Administration (VPN, LAN, WAN, Wi-Fi, MiFi)

Mobile Device (Androids, iPhones, Windows, Tablets)

Application Support (Accounting Software (Mass 200, Foundation, SAP), Canvas, AWS Connect, Co-Pilot

Reporting software (SQL, Power BI, Crystal reporting, Tableau, AWS)

Project Management (M365, O365, Windows 7, 10, Phone systems, Copiers, Printers, Network Devices)

Phone Systems (AWS Connect, Cisco UCC, Lync, Polycom, ShoreTel, Fonality, FreePBX, Mitel, Avaya, IP Office, Broad Voice, Talk Desk)

PROFESSIONAL EXPERINECE

Zones, LLC Mar 2021 – Apr 2025

Zones is a company that offers IT services, solutions, and management tools for various industries and needs.

Global Helpdesk/Service Desk Manager

Managed the day-to-day operation of the IT Service Desk.

Rebranded the helpdesk into an ITIL Service Desk.

Manage 5 teams across different regions. (UK, Pakistan, India, Canada, US).

Supported over 4000 end-users globally.

Managed a $7 million budget for the Global Service Desk

Created and Designed Analytical KPIs and Metrics to improve process flows.

Improved the First call resolution rate from 15% to +95%.

Improved the MTTA from a 2.5 min answer time to less than 30 sec time

Improved the Email response time from a 1-week response time to a 1-hour response time

Improved Customer Satisfaction experience by adding CSAT to our ticketing System.

Implemented and supported MECM, AWS workspace, Jamf Pro, Google WS.

Collaborated and maintained strong relationships across teams and with staff/clients.

Managed the SCCM and INTUNES migration and support (MECM) (M365, O365).

Architected and designed the AI support for the Service Desk

Defined delivery and support plans for continuous IT improvement.

Developed and implemented all IT Governance policies and procedures for the Service Desk

Architected the Standardized ITSM (Incident Management) for the Service Desk

Architected and designed the Knowledge base articles for the Service Desk

Designed the Asset Management of the IT Department. Hands-on configuration of all images and hardware peripherals. Tracked assets across different regions (UK, PK, Canada, India, US).

Provided Hardware and Software, IT Security configuration management and support (Laptops, Mobile devices, Tablets, servers, network devices, printers, copiers).

Managed the Implementation and Administration support of O365, M365, and our Manage Services Division.

Managed all Remote Service Desk Field tech at different regions (UK, PK, Canada, India, US).

Provided Warehouse support management for all Warehouses across different regions.

Designed and Implemented the ITIL Operations Life cycle. Specialized in Problem, Incident, Service request and Change Management.

Managed and mentored my team leaders in their region on daily ticket, phone activity, and escalations.

Managed the internal Service Desk phones (account creation and phone number assignments).

Managed and Implemented CSAT to the customers to ensure quality and meet our objectives.

Managed and set up new offices for different departments in regions across the country.

Strike USA (Company Sold) Jun 2017 – Mar 2021

Strike is a North American provider of pipeline, facilities, fabrication, maintenance, and integrity services to world-renowned companies.

IT Support Manager

Managed the day-to-day Operation of the IT Support Service Desk (L1 - L3). Provided leadership and developmental skills to the staff. Upheld the IT Service Desk escalation process through 1st and 2nd line support. Maintained Customer Satisfaction and discovered ways to measure and improve the service.

Designed a road map for a continuous improvement plan where our processes were scalable. Hands-on support for all overflow work of the team.

Assessed the technical needs of staff or clients.

Managed and responsible for a $4 million budget for the Service Desk

Collaborated and maintained strong relationships across teams and with staff/clients.

Managed and upheld the troubleshooting escalation process.

Defined delivery and support plans for continuous IT improvement.

Developed and implemented all IT policies and procedures.

Architected the Standardization of the ITSM (Incident Management).

Designed the Asset Management of the IT Department. Hands-on configuration of all images and hardware peripherals.

SCCM – MECM (Intelligent Hub, Citrix) workspace.

Provided Hardware and Software configuration management and support (Laptops, Mobile devices, Tablets, servers, network devices, printers, copiers).

Provided the implementation and Administration support of O365.

Managed all Remote Service Desk Field tech at different locations.

Created and Designed Analytical KPIs and Metrics to improve process flows.

Designed and Implemented the ITIL Operations Life cycle. Specialized in Problem, Incident, Design and Change Management.

Monitored all daily tickets, phone activity, and escalations.

Managed the internal helpdesk phones (account creation and phone number assignments).

Managed and Implemented Surveys to the customers to ensure quality and meeting our objectives.

Hands-on with Call management, Ticket Management.

Wolf Creek Energy Group (company sold) Sept 2012 – Jun 2017

A Holdings company that owns and manages Pipeline construction and Engineer companies. Company supported: US Pipeline, MPG Pipeline and Contractors, Lake Superior Consulting, Houston Pipe Binders.

IT Manager

Managed and supported multiple Pipeline Construction and Engineering firms. Provided IT Management and Consulting for all Manage Pipeline companies. Provided technical support for over 350 end users. Managed the IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources. Planned, coordinated, directed, and designed all ITIL operational activities of the IT department, as well as provided direction and support for IT solutions that enhanced mission-critical business operations. Worked closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

Managed team of 12 full-time employees with responsibilities for employee growth, performance reviews, and merit evaluations.

Managed all Technical employees across different regions (Minnesota, Texas, Louisiana, Oklahoma, North Carolina).

IT Project Management: Coordination of enterprise software releases to over 350 end-point devices, Setup of corporate and remote offsite offices (Phones, network, Copiers), (Windows 10 upgrade, O365 implementation and delivery). Defined and communicated project milestones, service delivery, and resource allocation to executive teams, department leads, and support staff.

Responsible for IT Service Delivery Management to all external and internal customers for all supported companies across multiple platforms.

Responsible for the tracking of IT KPIs, SLAs and OLAs for the IT department to drive continuous IT improvement on how it related to the ITIL infrastructure that I developed.

Architected the design and implementation of ITIL Processes and procedures (Incident Management).

Provided Hardware and Software configuration management and support (Laptops, Mobile devices, Tablets, servers, network devices, printers, copiers).

Provided the maintenance of all servers (virtual and standalone).

Provided O365 implementation and Administration support.

Created and developed Disaster Recovery process and procedures documents and Change Management process and record logs for all change events that occurred throughout all companies supported.

Responsible for escalations of critical issues related to desktop / laptop and software deployment environment.

Vendor Management (Successfully negotiated vendor contracts to lower the IT cost of delivery and service).

Provided leadership and direction supporting operational customer systems hardware, peripherals, and software related to desktop and server computing. This support included design and infrastructure development (server, desktop, application, phones, networking, and mobile support).

Supervised, hired, and trained End User Computing employees. Identified, isolated, and resolved problems associated with technical support staff to implement immediate resolutions to critical problems.

Responsible for Field Project Management in mobilizing and constructing Field Offices.

Techcess Group (Company Sold) Jan 2007 – Aug 2012

Informational Technology outsourcing company that offers support for small- to mid-sized businesses that cover local, regional, and global geographical areas.

OPERATIONS MANAGER

Managed daily operations of this highly intense IT outsourcing environment. Managed the call centers through the helpdesk for 3,000 users. Primary focus was on Service Delivery and customer retention. Key functions was managing and developing processes and procedures through ITIL best practices. Developed a new ITIL service desk. Provided affective leadership through Staff Maturity, best practices, and frameworks.

Managed and supervised 3 different departments (Operations, Procurement, Quality Assurance). Managed the day-to-day operation for over 20 employees including 2 supervising team leads. Managed Level 1, 2, 3 of the Helpdesk, Desktop, and Server Administration teams. Provided resolutions and answered technical questions for the service desk.

Managed IT Service Delivery offices in different regions across Texas (Dallas, Austin, Houston).

Responsible for all ITIL Operations Life cycle. I specialize in Problem, Incident, Design, and Change Management.

Architected ITIL Processes and procedures (Problem detection, categorizing, prioritizing, investigating, and diagnosing all incidents).

Provided IT KPIs, SLAs, and how these metrics were used to drive continuous ITIL improvement.

Provided benchmarking for employee development and performance management.

Created an escalation process through mentoring to eliminate the number of high escalations.

Created a recognition program to assist in the development of employee skills and attitudes.

Monitored all daily tickets, phone activity, and escalations.

Managed the internal helpdesk phones (account creation and phone number assignments).

AD and Exchange management for new employee account creations.

Accountable for overall IT contingency / disaster recovery plans and processes from an infrastructure perspective, including their alignment of risk management.

Innovation Focused on continuous improvement using ITIL’s Incident and Problem.

Monitored and reviewed all incident tickets submitted by customer to ensure ticket quality.

Measurement: Collaborated with Department Heads and project leads to establish both business and IT metrics to clarify how to make the field department more successful.

Provided status reporting and recommendations to the overall program of business and technology commitments at regular intervals.

Infrastructure: maintained the corporate IT hardware and software infrastructure.

Also responsible for maintaining IT support, server, network, and mobility services.

IT Project Management (MS Office 365 migration for multiple customer, Windows 7,10).

Vendor Management.

Schlumberger Apr 2002 – Jan 2007

The world's leading supplier of technology, integrated project management, and information solutions to customers working in oil and gas.

IT Support Manager

Managed the day-to-day operations for 50 Level 1 and 2 Systems Analysts supporting Americas & Europe. Managed the contact center for over 8,000 users. Provided KPIs and metrics to track analyst performance. Provided and answered technical questions for the service desk. Implemented new processes and procedures with effective results to make the service desk a better place of operation. Provided Team leadership to other team leads in the development of team members knowledge and skill sets.

Managed the day-to-day operation of the Help Desk.

Provided benchmarking for employee development and performance management.

Created an escalation process through mentoring to eliminate the number of high escalations.

Handled and took care of all customer complaints.

Monitored all daily tickets, phone activity, and escalations.

Metrics, Quality assurance, Continuous Improvement processes.

Organization: developed, implemented, and managed IT policies and procedures.

Provided IT KPIs, SLAs, and how these metrics were used to drive continuous IT improvement.

Monitored and reviewed all incident tickets submitted by customer to ensure ticket quality.

Project Management:

Monitored and reviewed all incident tickets submitted by customer to ensure ticket quality.

Reviewed and approved all expense reports, overtime, vacation, PTOs, timesheets.

Account creations in AD and Exchange servers.

Sr. System Analyst Technician (Server, desktop, networking and IT support).

Western Geophysical (purchased by Schlumberger) Feb 2000 – Apr 2002

A business segment of Schlumberger, the world's leading geophysical services company, providing a full range of services to oil and gas.

IT DESKTOP TECHNICIAN/TEAM LEAD

Provided desktop support for over 500 users.

Led and mentored 14 junior technicians.

Installed, diagnosed, repaired, maintained, and upgraded all PC hardware and equipment to ensure optimal workstation performance.

Troubleshot problem areas (in person, by telephone, or via email ticketing system) in a timely and accurate fashion and provided end-user assistance were required

Contact this candidate