It Operations Service Desk

Adrienne M. Simmons (Ms.)

New York, NY/Hampton, VA

(m) 917-***-**** •• *********@*******.***

IT OPERATIONS LEAD

Service Delivery Conferencing & Telecommunications Team Leadership

Results-driven IT professional with 20+ years of experience supporting global organizations, including the United Nations and NYC government agencies. Proven expertise in video conferencing, telecommunications, and enterprise IT service management. Skilled at leading Service Desk teams, implementing remote collaboration solutions, and optimizing end-user experience. Recognized for delivering stable, secure, and customer-focused IT operations across international environments.

Core Competencies:

IT Service Management • Team Leadership • Video/Audio Conferencing (Zoom, Teams, Polycom) • IT Operations • Telecommunications • Vendor Management • Process Improvement • End-User Support • Remote Work Enablement • Project Management • Asset & Mobile Device Management • ITIL Practices

PROFESSIONAL EXPERIENCE

UNITED NATIONS SYSTEM

UN WOMEN / UNDP (New York, NY)

ICT Associate / IT Operations Specialist 2009 – 2024

Led global IT operations supporting 2,000+ end-users across headquarters and international offices; ensured 99% uptime of conferencing and collaboration platforms (Zoom, Teams, Polycom).

Directed Service Desk of four analysts, reducing ticket backlog by 20% and improving first-call resolution through training, SOP creation, and proactive monitoring.

Oversaw full lifecycle of mobile and endpoint assets — procurement, imaging, shipping, retrieval — ensuring 100% inventory accuracy and secure device management.

Managed day-to-day multimedia conferencing for high-profile international meetings; coordinated live streaming, AV vendor partnerships, and hybrid event production.

Streamlined COVID-era remote operations, provisioning and shipping 400+ laptops globally and enabling uninterrupted agency collaboration.

Collaborated with telecom providers to optimize contracts and data plans, reducing mobile service costs by 15%.

Key Achievements:

Designed and implemented centralized video conferencing support model adopted across UN Women offices.

Improved user satisfaction scores through service desk workflow redesign and escalation process optimization.

Delivered successful technology transition from legacy PBX to modern VoIP environment in partnership with global IT teams.

Streamlined COVID-era remote operations, provisioning and shipping 400+ laptops globally and enabling uninterrupted agency collaboration.

Collaborated with telecom providers to optimize contracts and data plans, reducing mobile service costs by 15%.

NEW YORK CITY DEPARTMENT OF HEALTH & MENTAL HYGIENE (New York, NY)

Help Desk Manager 2003 – 2007

Supervised seven analysts supporting 6,500 end-users across 50 borough locations; resolved 36,000+ technical cases annually across diverse platforms.

Directed Help Desk migration from analog telephony to VoIP call center, improving call routing and response metrics.

Consolidated multiple agency support desks following a merger, implementing standardized SLA tracking and case management processes.

Oversaw $430K annual hardware repair budget; negotiated vendor contracts and improved turnaround time by 25%.

Achievement:

Implemented new Help Desk case management software, reducing case closure time by 30% and improving SLA compliance.

CONSULTING & EARLY CAREER EXPERIENCE (1996 – 2003)

Supported enterprise IT and AV operations for major organizations including NBC, Bank of Montreal, BlackRock Financial, and State of New York. Roles included Technical Specialist, Support Manager, and Operations Lead — delivering end-to-end IT infrastructure support, event broadcasting setup, and desktop/network administration.

CERTIFICATIONS

ITIL Foundation

CompTIA A+

AV Technologist – InfoComm

Microsoft Office 365 / Lync Server

Project Management Core – NYS OFT/CTO

TECHNICAL SKILLS

Collaboration Tools: Zoom, Microsoft Teams, Polycom, WebEx, Livestream

Systems & Platforms: Windows Server, Active Directory, Office 365, Exchange

Networking & Telephony: VoIP, Cisco IP Telephony, PBX systems, Aastra

Service Management: ITIL, Help Desk Tools (ServiceNow, ZenDesk, IssueTrak), Remote Support

Hardware & AV: Codecs, projection systems, sound mixers, microphones, network cabling

EDUCATION

University of Rochester – Coursework in Math & Science

Schenectady County Community College – College Preparatory Studies

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