Executive Desktop Support Management Leader
Resume:
Cole Andrew Borders
Executive Desktop Support Manager
**********@*****.***
I am passionate about delivering exceptional IT service desk management and fostering strong team performance through clear communication, strategic leadership, and a commitment to quality. With extensive experience leading desktop support teams, I take pride in ensuring efficient operations and outstanding customer satisfaction.
Certifications:
- HDI Desktop Support Center Manager
- ITIL V4 Foundations
Experience
IT Service Desk Manager – Palmetto Infusion (2024 - Current)
Summary: Lead a Tier I/II Desktop Support team of five technicians, providing comprehensive Help Desk support to 850 end-users across the campus. My leadership has helped maintain high standards of service and streamlined support operations.
Team Leadership:
- Manage and mentor the Tier I/II Desktop Support team, encouraging professional growth and collaboration.
- Serve as Escalation Manager between Network, Applications, Security, and Account Administration support groups, ensuring timely ticket resolution and daily updates.
Technical Support:
- Provide daily support for Video, Tele-conferencing, and VOIP using Teams, Skype, WebEx, and Zoom.
- Oversee ticket management in Service Now, leveraging six years of experience to ensure accurate documentation and resolution.
- Review customer survey feedback, addressing any scores below 3 (on a 1-5 scale) directly with customers to improve satisfaction.
Project Management & Achievements:
- Managed projects such as workstation deployments and hardware/software refreshes, consistently meeting a 95% early delivery metric.
- Presented weekly and monthly reports to direct and executive management, identifying trends to proactively resolve issues.
- Led the hardware and software refresh plan, overseeing databases for Microsoft Volume License, Hardware Inventory, and Software Version Control.
- Developed and delivered customer service training materials and sessions for technicians and customers.
- Ensured SLAs on response and resolve times were met, providing regular reporting to technicians and management.
Impact & Recognition:
- Successfully improved ticket resolution time and customer satisfaction scores through targeted process enhancements.
- Recognized for dedication to team morale and efficiency, consistently receiving positive feedback from both customers and management.
IT Service Desk Manager – Bank Fund Federal Credit Union, Washington, DC (2021 - 2024)
Summary: Guided a Tier II/III Desktop Support team of six technicians, supporting 400 end-users and maintaining high standards for ticket resolution and customer service.
Team Leadership:
- Managed Tier II/III Desktop Support team, fostering collaboration and professional development.
- Ensured all tickets were entered, resolved, and documented using Service Now and JIRA ticketing systems (over three years experience).
Technical Support:
- Provided daily support for Video, Tele-conferencing, and VOIP using Teams, Skype, WebEx, and Zoom.
Project Management & Achievements:
- Led key projects, developed plans, managed resources, and consistently delivered results ahead of schedule.
- Conducted daily, monthly, and yearly trend analysis, offering guidance and recommendations for operational improvements.
- Approved time sheets and authored performance reviews to maintain team accountability and recognition.
Impact & Recognition:
- Reduced average ticket resolution times by 20%, resulting in improved customer satisfaction and operational efficiency.
- Received acknowledgment for proactive communication and dedication to continuous improvement.
Thank you for considering my experience and achievements. I am eager to bring my passion for IT service desk management and proven track record of success to your organization. Please let me know if you would like to discuss my background further or arrange a meeting—just provide a preferred date, time, and time zone for your convenience.
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