Service Desk Delivery

MICHAEL JARVIS

240-***-**** Morningside, MD ********@*****.*** linkedin.com/in/michjarv-itpro/

IT LEADER

Experienced IT professional with a strong background in end-user support, IT operations, and team leadership. Proven experience improving service delivery, managing high-performing teams, and driving efficiency through process improvements. Skilled in ITIL frameworks, IT asset management, and enhancing customer satisfaction in global organizations.

Core Competencies

●End-User Support

●Team Collaboration

●Strategic IT Planning

●IT Asset Management

●Team Leadership

●Inventory Control

●Process Improvement & Problem Solving

●IT Service Desk Management

●Windows, macOS, Office 365

●Customer Service

●Team Development

●IT Project Management

PROFESSIONAL EXPERIENCE

Clarivate, Alexandria, VA

Manager, US Service Desk 2015-2024

Global information services company supporting enterprise-level users across multiple continents.

●Directed a team of 10–20 IT professionals, increasing service desk performance by 60% through team realignment, collaboration, and SLA adherence.

●Spearheaded a $1M desktop refresh initiative, delivered 10% under budget and ahead of schedule by optimizing logistics and vendor coordination.

●Deployed ServiceNow dashboards to improve onboarding, reducing provisioning delays and aligning with HR coordination.

●Executed a strategic roadmap to improve efficiency by 20% YOY using analytics to inform resourcing, project planning, and operations management.

●Reduced downtime by 80% via real-time monitoring systems and automated reporting tools, enhancing the end-user experience.

●Maintained global SLA compliance and increased urgent request resolution rates by 80% through improved ticket workflows and escalation standards.

●Led global cost-savings initiative by identifying and retiring outdated assets, saving the company from unnecessary purchases.

●Elevated CSAT scores to above 90% by refining service delivery processes and implementing customer-first support models.

Team Lead 2015-2018

●Increased customer satisfaction scores by 65% through high-touch support and personalized service delivery.

●Used ServiceNow ticketing to streamline prioritization and decrease resolution times for urgent support cases.

●Conducted proactive maintenance, reducing downtime by 25% and strengthening network reliability.

Michael Jarvis PAGE II

PROFESSIONAL EXPERIENCE

●Researched complex problems and provided Tier 2/3 escalation resolution, increasing team FCR by 30%.

●Trained and mentored Tier 1 & Tier 2 Analysts, enhancing support quality and incident response time.

●Strengthened system security by managing patching cycles, malware removal, and policy enforcement.

URS Corporation (AECOM), Washington, DC

Hardware Team Lead 2010-2015

Global engineering and government services provider.

●Managed IT asset inventory using Remedy; ensured 100% audit compliance and timely deployment of hardware.

●Led support team in resolving hardware/network/software issues, boosting customer satisfaction by 65%.

●Improved incident response by overhauling ticket workflow and documentation.

●Trained staff on standard protocols for troubleshooting across multiple technologies.

Apptis, Inc, Dulles, VA

Senior Hardware Analyst 2006-2010

IT services contractor for government and defense clients.

●Delivered Tier 1–2 support across a large enterprise client environment.

●Promoted to senior analyst for consistently exceeding KPIs and resolving escalated technical issues.

●Developed procedural guides for asset imaging, replacement, and software updates.

EDUCATION & PROFESSIONAL DEVELOPMENT

Western Governors University, Salt Lake City, UT

Masters of Information Technology In Process

Barton College, Wilson, NC

Bachelor of Arts: Sports Administration Completed

PeopleCert

ITIL 4 Foundation Cert in IT Service Management Completed

CompTia

A+ Certification Completed

Contact this candidate