Service Desk Change Management

ROSE MINSCER

+1-253-***-**** ********@*******.*** in/rose-minscer

SUMMARY

Service Desk Specialist with over 10 years of IT support experience, adept at managing IT operations and change management processes. Proficient in ensuring smooth implementation, conducting impact assessments, and maintaining customer satisfaction. Demonstrated ability to collaborate cross-functionally and push forward operational improvements, while still ensuring minimal disruption. Proven track record in leading teams and optimizing service delivery in dynamic, high-stakes environments.

SKILLS

•Technical Support: Network Troubleshooting, Remote Support, Hardware Troubleshooting, MFA Troubleshooting, VPN Troubleshooting, Printer Troubleshooting, Incident Management, IT Service Management Tools

•Change & Process Management: Change Management, Escalation Management, Reporting and Analysis, Stakeholder/Client Rela- tions, Team Management, Service Desk Operations

•Administration & Cloud Solutions: Exchange Online Administration, MS 365 Administration, Microsoft Azure, Familiar with SaaS/PaaS

EXPERIENCE

Barnes and Noble College March 2025-Present

Supervisor

•Models and coaches exceptional customer service.

•Maintains working knowledge of all departments in the story to provide daily support and guidance to customers and team members.

•Resolves customer issues and complaints in a professional and compassionate manner, escalating to management when necessary.

•Assists in daily operation of store in partnership with management, as well as acting as management in the event that management is not present in store.

•Assists in assigning work and providing focused direction to all team members to ensure proper execution of workload.

•Assists with processing sales transactions, involving cash, credit, or financial aid payments.

•Ensures proper closure of store, including counting all registers and safes at end of day and inputting cash amounts into the system.

•Carries out shipping and receiving tasks of textbooks and other store items as well as managing inventory to ensure food is being properly marked down, rotated, and taken off the shelf once expired.

•Performs routine housekeeping, including: dusting, mopping, window cleaning, vacuuming, and trash removal.

Agiliant Apr 2023 - May 2024

Service Desk Lead Remote

•Supported approximately 1600 users across 6 companies as part of a Managed Service provider, ensuring service reliability and operational efficiency.

•Led a team of 6 tier 1 and tier 2 service desk technicians by delivering targeted training, motivation, and guidance to resolve customer inquiries effectively.

•Provided expert direction on escalated tickets, including VPN connectivity, Email/O365 issues, and network instability, while inte- grating change management principles to minimize disruption.

•Collaborated with IT Directors and internal client executives to build strong stakeholder relationships, address potential concerns early, and maintain seamless service transitions.

•Monitored ticket queues to prioritize tasks and identify high-priority incidents, such as site-wide network outages, ensuring timely and efficient resolutions.

•Tracked KPIs like response and resolution SLAs, driving team performance through regular coaching and process improvement initiatives.

•Maintained and refined knowledge base articles and support procedures, incorporating change management best practices to streamline workflows.

•Sustained an in-depth understanding of customer environments, products, and procedures, ensuring continuous appropriate training and documentation.

•Analyzed technician ticket data and metrics to identify trends and pain points, supporting individual improvement strategies and overall process enhancements.

•Coordinated with departments including Engineering, Project Management, and Procurement to effectively align operational changes with broader service delivery goals.

•Compiled and presented performance data and reports for stakeholder review, facilitating informed decision making.

•Utilized Azure for user and group management, security policy modifications, application deployments, and audit log reviews, ensuring controlled changes in IT services.

Agiliant Apr 2022 - Apr 2023

Service Desk Engineer Remote

•Delivered exceptional customer service by resolving desktop, printer, scanner, mobile device, and O365 email issues within defined service level agreements.

•Collaborated with the Help Desk team to balance ticket workload and escalate major incidents, ensuring minimal disruption during change implementations.

•Adopted a customer-centric approach to troubleshooting that balanced control with client satisfaction.

•Addressed customer inquiries via tickets, emails, chats, and calls, rapidly identifying root causes to support efficient change and incident management.

•Diagnosed and remedied software applications and system faults, thereby increasing operational efficiency and user satisfaction.

•Contributed to a comprehensive knowledge base that supported streamlined service delivery and adherence to established IT service management policies.

•Configured and assisted remotely with Outlook and desktop sharing to bolster remote-work capabilities amid ongoing IT environment changes.

•Documented customer interactions and resolutions rigorously, fostering a data-driven approach to improve future change and incident resolution.

Redtail Technology

Email Specialist

Feb 2016 - Feb 2020

Sacramento, CA

•Redtail provides a SaaS based CRM for financial advisors, as well as SEC and FINRA compliant email hosting and archiving services.

•Investigated customer inquiries, concerns, and issues regarding email hosting and archiving services via phone and or email.

•Researched, troubleshot, and resolved customer complaints, technical problems, and/or billing issues.

•Provided customer support agents email service related training on their 90 days and created all tests and documentation.

•Communicated customer issues, feedback, and concerns to all applicable internal staff members.

Redtail Technology

Customer Support Specialist (Temp)

•Assisted customers with the CRM software, as well as email hosting and archiving services.

Jun 2015 - Feb 2016

Sacramento, CA

•Answered incoming phone calls, greeted customers in a friendly manner, and utilized knowledge to answer questions or resolve issues regarding software and services.

•Managed tickets, including opening a ticket for each call for notation, and resolving tickets submitted to the ticketing system when experiencing low call volume.

CompuCom Feb 2015 - Apr 2015

Contractor Sacramento, CA

•CompuCom was contracting me out to HealthNet, an insurance and medical services provider in California.

•Created and monitored tickets of HP laptops and Desktops that arrived into the location for repairs.

•Ran diagnostic on the machine based on the presenting problem.

•Contacted CompuCom representative, gave my findings on what needed to be replaced, along with any relevant PC or Part information.

•Installed replacement parts and sent faulty part back to vendor when applicable.

•Labeled repaired machines as complete, inventoried them per proper procedure, and closed out the ticket via ServiceNow.

Tech Service 2 U May 2014 - Dec 2014

Computer Repair Technician Sacramento, CA

•Computer repair shop with multiple locations in California.

•Independently ran one of Tech2U's Shops, resulting in the location's highest turnaround time and bringing revenue to an all-time high.

•Utilized intake software to notate all device's presenting issues, and track progress of diagnostic and repair process.

•Ran full software and hardware diagnostic of each device, and reported findings to the Sales Team. Once customer approved, I would facilitate any repairs needed.

Bar None Auction Apr 2014 - May 2014

IT Specialist Sacramento, CA

•Auction company, mostly dealing in automobiles and heavy machinery.

•Maintained the functionality of computers, printers, and other devices belonging to Bar None.

•Collaborated with Cloud Services provider to troubleshoot and resolve any potential issues, and onboard new users.

•Managed device inventory, re-imaging all devices after being unassigned from an employee, accurately updated inventory documen- tation, and assured safe storage.

Smartech & Associates Feb 2014 - Apr 2014

Computer Repair Field Technician Sacramento, CA

•Smartech was contracting me out to Dell to perform part replacements on computers under warranty.

•Replaced the hardware on Dell computers under warranty.

•Accepted jobs from a queue, and reached out to each customer in order to arrange an on-site visit to perform part replacement.

•Retrieved parts from the parts depot, and commuted to each site to conduct necessary repairs.

•Called Smartech to notify them of completion, and closed out corresponding ticket.

Bates Technical College

Computer Repair Technician

•Computer repair shop ran out of the school, free and open to the public.

•Utilized in house Access database to intake customer and computer information into the system.

•Consulted with customer to find out any presenting issues before performing my own diagnostic.

•Reached out to customer to discuss root cause of issue, how to resolve, and obtain approval for repairs.

•Performed any software, hardware, and OS repairs needed.

EDUCATION

Bates Technical College

Associates, Technology

•GPA: 3.98

PROJECTS

TriplePoint Volunteer Mar 2023 – June 2025

Akin Family(Formerly Children's Home Society)

•Akin works to disrupt systemic and multi-generational cycles of inequity by partnering with children, families and communities to transform population-level health and well-being through family and child services and assistance programs.

•Meet with support group Bi-weekly to Weekly.

•Assist program director in guiding, nurturing, and fostering a safe space for LGBT youth to discuss current issues facing the community.

•Help to provide support, healthy coping mechanisms, and coaching for distressed youth, as well as helping to follow through pre-planned lessons.

CERTIFICATIONS

•Copper Cabling Certification: Leviton

May 2011 – Feb 2013

Tacoma, WA

2013

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