Service Desk

Profile

Self -motivated, personable IT professional with four years experience managing a Service Desk team of seven, supporting 1800+ remote users. Talent for mentoring, motivating, directing, coaching and training staff. Ability to absorb, retain and share information. Exceptional written and oral communicator. Extensive application support with over nine years experience in the IT support field. Excellent knowledge of computer hardware and software. Exceptional analytical and problem-solving skills. Interact with executive team on a daily basis. Ability to translate highly technical information into non-technical terms. Outstanding customer service orientation.

Technical Skills Summary

OS 2000/XP/Vista

Office 2000/XP/2007

Citrix v4.5 Presentation Server

IET Solutions Workcenter (ITSM) v8

Active Directory

Symantec Endpoint

Avaya Integrated Management v5.0.11 EAM

Sx.enterprise v4.1

Data Warehouse

Kronos v6

Cognos

Aspen 360

Xatanet

Billtrust PC

Thin Client

Laptop

Printer (local & network)

Blackberry

Cisco Router

Switch (Avaya, Extreme, Foundry)

Brivo ACS5000-S

Professional Experience

SERVICE DESK MANAGER BRADCO SUPPLY, 2006 – DEC 2010

Manage Service Desk Analysts, including staffing, recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Implemented a daily Customer Satisfaction Survey using Survey Monkey. Analyzed and published results which yielded a rate of 97.5% overall customer satisfaction.

Review daily incident reports to identify trends. Review trends and develop plans to prevent/treat these incidents.

Update incident tracking system with most recent information, policies and procedures, so that it can be used as a knowledge base.

Train, mentor and coach Service Desk staff. Arrange specialized training for staff as needed.

Maintain a high level of employee morale within the team.

Assist Service Desk team with hard to resolve issues. Educate team members on resolutions.

Review incidents logs to evaluate Service Desk staff performance. Provide feedback to staff on findings.

Review daily ACD phone logs. Create and maintain monthly and yearly ACD statistic reports.

Manage the process of incoming phone calls and emails to the Service Desk to ensure courteous, timely, and effective resolution of end users issues.

Develop and enhance cooperative interdepartmental and vendor relationships and communications.

Demonstrate an understanding of customer and business needs.

Evaluate Service Desk standards and metrics for continuous customer service improvements.

Verify Incident Management procedures are followed by staff (ie. Incident identified, recorded, classified appropriately, resolution, and closure).

Identify problems. Ensure proper escalation for root cause determination. Provide staff with resolutions or work arounds.

Process end user system access changes, which includes new hires, terminations, and transfer of location and/or title within Active Directory and all other supported systems.

Answer incoming calls and emails during peak volume to directly assist end users on all reported issues.

Attend conferences and training seminars to keep current on Service Desk issues and technologies.

Schedule testing and support for new applications and enhancements as needed.

Recognize staff’s strong suits. Assign staff to specific projects based on these strengths.

Create & maintain list of all supported systems and hardware.

Coordinate and support annual physical inventory for 130 locations nation-wide.

Active participation in weekly Change Management and Daily Status meetings.

Receive, record and distribute requests for changes from the business units.

SERVICE DESK REPRESENTATIVE BRADCO SUPPLY, 2001 - 2006

Answer and respond to incoming phone calls and emails in a timely and courteous manner.

Record, track and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.

Follow up on open incidents, providing updates to end users.

Escalate incidents to and work with second level support members on hard to resolve reported issues.

Provide technical support for all IT supported hardware and software.

Remain current on company policies, procedures, supported hardware and software.

Perform hands-on fixes at the desktop level, including installing and updating software, hardware and configuring systems and applications.

Complete ad hoc service and report requests.

Assist with QA and testing as needed.

Assist team members with hard to solve reported incidents and requests.

Attend training for supported hardware and software as needed.

Committees/Memberships

Help Desk Institute

Change Management

SWAT Team

Daily Status Physical Inventory

HQ System User Group

Transition Team Distribution List Clean Up

Region Re-alignment

Sx.e System Roll Out

Previous Employment History

AETNA US HEALTHCARE – Cranbury, NJ

Billing Premium Consultant, 1997 – 2001

COMCAST CELLULAR ONE - Cranbury, NJ

Customer Service Representative, 1995-1997

Education

THE CHUBB INSTITUTE – NORTH BRUNSWICK, NJ

Diploma in Computer Technical Support, 2001

Accreditations

HDI Member

A+ Certified Service Professional

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