Help Desk Service

SUMMARY

Experienced Service Desk Manager with **+ years of line management, technical service desk background, and excellent knowledge of ITIL methodologies. Skilled in managing team’s SLA’s and KPIs, delivering high quality customer service.

Highly skilled managing the technical support personnel at Tier I & II level.

Over 20+ years of hands-on experience with Help Desk Ticketing Systems and technical training.

Comprehensive knowledge of computer hardware and peripherals, operating systems and the Internet.

Flexible and adaptive, proven to excel under pressure while consistently meeting service level agreements.

Excellent vendor management, problem-solving and troubleshooting skills.

Exceptional ability of encouraging and motivating team members consistently.

EDUCATION:

Bachelor of Science Management Information Systems Strayer University

TRAINING:

Per Scholas, IT Training, Silver Spring, MD

CompTIA Network + /200+ hrs of hands-on technical training

CERTIFICATIONS:

CompTIA Project+, CompTIA Security+, ITIL V3 Foundation, Cisco Certified Entry Networking (CCENT)

Microsoft MTA Networking, Help Desk Institute(HDI) Support Center Manager

TECHNICAL SKILLS:

Software & Operating Systems: Microsoft Office365, SharePoint, Project, Visio, Access, Adobe InDesign, Lucid Chart,

Remedy 9.1, IT Service Management Suite, WebHelp Desk, ServiceNow, Photoshop, Deploy Studio for MAC, Kanban, Active Directory, BeyondTrust, AD Manager Plus (ADMP), Microsoft Exchange Server, SmartDraw, IP Capture, Carbon Copy Cloner, EASE US Data Recovery, Recuva, DameWare Remote Support (DRS), Jira, Bizagi, WireShark, XenMobile, NICE CXone, Cisco Finesse, Avaya, Quick Assist, Splashtop, Snagit, Endpoint Central, Dragon Medical, Uniflow, Calabrio, Alogent, Alkami, Symitar

IDS/Security Software: Internet Security Systems (ISS), Snort (Sourcefire), Secunia PSI, TdsSkiller,

Malwarebytes, Postini, Ivanti, Trellix

Database: Eclinical Works (ECW), Oracle, SQL*plus, HTML, SGML, XML

Communication Protocols: TCP/IP, DNS, DHCP, RAS, SMTP, POP3, ICMP, UDP, VPN, Telnet, HTTP

Operating Systems: Windows 11, Windows 10, OS X 10.9, UNIX, Linux

E-Mail Systems: Google, Outlook, Constant Contact

Collaboration Tools & Services: Spark, Cisco Jabber, Slack, Teams, Google Chat, Knowledgebase (KB)

PROFESSIONAL EXPERIENCE:

Grow Financial Federal Credit Union Tampa, Florida December 2023 - Present

Help Desk Manager

Oversee operations and functions of a fast-paced Helpdesk providing 1st & 2nd level support for more than 600 users.

Managing a team of eight (8) remote agents using collaboration tools, KB’s to resolve chat, interactions/tickets and phone issues. Manage and escalate tickets to the appropriate queues. Create schedules; manage projects from the onset to conclusion.

Reduce customer complaints by 90% through proactive communication and issue resolution along with surveys.

Reduce team’s backlog of tickets by 85% through effective time management, schedules and prioritization.

Conducts regular team meetings and performance reviews resulting in improved team morale and motivation.

Key Achievements:

Improved help desk imaging system by creating scripts to reduce the imaging time going from 2 hours to 15 minutes.

Create Help Desk Procedures and training materials along with instructions for the Help Desk.

Developed a software solution that reduced processing time by 20%, based on data-driven insights.

Implemented cross-training and shadowing program resulting in team morale and hiring an internal teller.

Sanitas Medical Center Miami, Florida February 2022 – December 2023

Service Desk Manager

Oversaw all operations and functions of a fast-paced service center providing 1st and 2nd level support for more than 8000 users.

Managed forty (40) remote agents to resolve chat, interactions/tickets and phone issues for medical staff to ensure we meet the Service Level Agreement (SLA).

Reduced customer complaints by 80% through proactive communication and issue resolution.

Reduced team’s backlog of tickets by 75% through effective time management and prioritization.

Created KPI’s which resulted in improved SLA performance.

Key Achievements:

Automated workflow with the introduction of an alert system for overdue tickets which enabled us to meet our metrics.

Created and implemented on-boarding and off-boarding process.

Improved service desk processes resulting in 20% reduction in ticket resolution time.

Implemented cross-training program.

Department of Treasury Washington, DC December 2018 – January 2022

Service Desk Manager

Oversaw all operations and functions of a fast-paced service center providing 1st level support for more than 3000 users.

Managed thirty (30) agents to resolve chat, interactions/tickets and phone issues for Treasury users to ensure we meet the Service Level Agreement(SLA).

Held daily scrum meetings to improve performance and escalation point-of-contact.

Verified staff attendance and make adjustments as needed.

Created daily, weekly, monthly reports for management outlining accomplishments and issues.

Interviewed, hired, trained, mentored and supervised technicians.

Key Achievements:

Improved reporting metrics, create, maintain and update operational process documentation that improve collaboration with other service desks.

Implemented new processes and provided training resulting in 10% increase in customer satisfaction scores.

Social Security Administration Baltimore, MD April 2017- September 2018

Service Desk Manager

Hands-on Manager who oversaw all operations and functions of a fast-paced call center providing 1st and 2nd level support for more than 75,000 users over multiple sites and across states.

Provided real time Automated Call Distributor (ACD) monitoring to ensure seventy (70) technicians were active and ready to take phone calls.

Prepared and submitted monthly performance analysis reports to Branch Chief via monthly meetings.

Monitored staff calls for quality assurance purposes and coaching; wrote annual performance appraisals.

Created and maintained documentation on IT systems and infrastructure including configuration standards and trends.

Key Achievements:

Implemented an alert system to ensure our Service Level Metrics were met effectively and efficiently for virtual tickets.

Introduced and managed an incentive program which helped in motivating the team.

University of Maryland (Robert H. Smith Business School) College Park, MD January 2014 – April 2017

Service Desk Manager

Hands-on Manager who oversaw a high-volume service desk operation providing 1st and 2nd level support for more than 5,000 users. Managed (6) full-time employees and (8) part-time students.

Directed and coordinated the Service Desk team activities to efficiently respond to customer requests for technical service received via phone, email, instant messaging, voice mail, and fax.

Established new processes and procedures to respond to various security incidents, significantly increasing response time and improved overall customer service.

Monitored and compiled weekly service information and reports to senior management. Carried out weekly status meetings to review customer satisfaction levels.

Trained new employees on imaging machines and other technical duties.

Key Achievements:

Nominated for Staff Excellence Award in the first six (6) months of employment for reducing ticket queue by seventy percent (70%).

Developed and wrote specifications for an Equipment Loaner Reservation Website to track assets loaned to staff and faculty.

Created Service Desk Categories and knowledgebase for the ticketing system along with training the technicians on the new system.

Georgetown University (University Information Services) Washington, DC January 2013 – November 2014

Help Desk Manager

Managed fifteen (15) Tier I and II Help Desk technicians to support internal and external users on resolving problems on their workstations, laptops, mobile devices both MAC and PC’s.

Coordinated the transitioning of Tier 1 support to an outsourced partner ensuring there was daily interaction and collaboration with Tier 2.

Troubleshot and provided solutions for all IT problems in a 10,000 user-environment.

Used Blackboard CRM on a daily basis to resolve and track issues end user may experience.

Provided and shared higher-level hands-on expertise and resolutions to complex technical issues on a regular basis.

Developed and maintained a database with the equipment inventory for easy retrieval.

Transitioned from support software “Service Manager” to “Blackboard CRM” and assisted in training new employees.

Key Achievements:

Coordinated and implemented a Computer System Deployment and Release Checklist process and forms.

Reduced ticket queue and implemented a new process for ensuring the asset database was kept up-to-date.

Conducted cost benefit analyses, saving the company approximately $60K annually.

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