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0-5 years of experience
Manage the CDC/OCOO/OD/PGO Service Desk providing Tier 2 support for the Integrated Contract Expert (ICE) application, Tier 1 support IMPAC II grant application and limited support for Purchase card and other intranet services including SharePoint. My leadership has enabled the desk to provide consistently above average performance resolving issues for customers and achieving a customer satisfaction rating above 85% for the last 6 months.
- Improved reporting metrics, create, maintained and updated operational process documentation that improved collaboration with other service desks (i.e. MISO, OCFO and PGO Tier 3 support).
- Received outstanding employee recognition for last quarter of 2014 leading the PGO Service Desk
- Assist in triage of phone calls and email generated tickets to PGO Service Desk
- Collaborate with CDC management and other business partners that has improved efficiency in ICE support and reduced downtime for contract and grant management specialists.
6-10 years of experience
Provide quality, cost efficient systems support for the customer while acting as a facilitator between the customer and other support departments. Managed Staff of 30+ employees in a 24/7/365 environment
- Received a merit award from Account Executive for increasing our account revenue through organic expansion by $500k/year.
- Maintained a 93% positive customer satisfaction rating increased the first call resolution percentage by 50% during the same period.
- Reduced the number of open incidents by 53% at the same time there was an increase of 40% of tickets.
- Consolidated 2-room service desk environment into a 1-room service desk environment with a more ergonomic desk setup with a “pod” like structure that allowed us to align support groups more appropriately.
- Co-created new process called “Daily Work Flow” meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion.
- Participated in PCI (Payment Card Industry) and sOX (Sarbanes-Oxley) audits as they were held.
0-5 years of experience
Managed a Service Desk call center, Desk Side, Trainers and Software Analyst teams, including 10 associates. Provided high quality technical support for 1,000 domestic and international customers. Ensured adherence with standards. Led in development of strategic directions for teams to address critical business needs. Formed and facilitated root cause analysis teams as needed. Managed SLA’s for entire team, communicated clear expectations to customers regarding response and resolution times.
- Effectively monitored delivery of service, achieved satisfaction levels of 94%.
- Analyzed escalated issues and identified/implemented solutions that improved service quality.
- Developed support process improvements that resulted in greater efficiencies.
- Created Service Level Agreements in partnership with cross functional business teams.
- Reduced aging issues by 20% by facilitating Problem Management process and meetings.
- Participated on several projects resulting in effective implementations.
0-5 years of experience
Increased retention via incentive/bonus programs, active and sincere engagement with employees, identifying company perception challenges and developing training requirements and career paths that staff could easily understand and follow.
- Conducted all hiring, training/mentoring, scheduling and performance reviews of 14 Desk/Field Level I/II Engineers, four client-staffed (remote) Level II Engineers, two Help Desk Coordinators and two Level III escalation admins.
- Increased client survey satisfaction numbers from 93.8% to 96.3% with an exceptional attrition rate of one lost client.
- Identified staff/process inefficiencies and client on-site scope creep that yielded up to an annual savings of $20,000 per incident. Total evaluations resulted in nearly $170,000 annual savings.
- Worked with the CTO, CEO and VP of sales to convert existing per-incident clients to managed clients. Provided service utilization reports of profit-draining clients, yielding an overall increase of MRR from $318K to $362K in just over a year.
- Managed all aspects of the Service Desk for a busy and growing Managed Service Provider servicing 110+ clients, over 9,000 seats and a volume of 1500 calls and 5500 tickets per month.
- Produced a wide variety of both off-the-shelf and custom Excel reports/metrics highlighting industry-standard KPIs.
0-5 years of experience
Oversaw 10 associates focusing on end-user incidents, service requests, and promoting a culture of IT Service Management.
- Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy.
- Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy.
- Promoted Service Desk and Self Help tool services by leading site-wide awareness program.
- Standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework.
- Increased capabilities of new service desk technicians by establishing a technical training program.
- Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions.
0-5 years of experience
Managed the operation of 17 Service Desk personnel to provide support to 3500 users.
- Reduced the incident ticket backlog from 2011 and 2012.
- Increased response times to surpass SLAs/requirements.
- Mentored staff and trained office personnel on Remedy 7.5
- Established the OCIO Service Desk Customer Satisfaction Survey.
- Participated as a member of the Change Control Board.
0-5 years of experience
Managed a group of technical specialists focused on supporting business lines globally 24 by 7. Directed support activities for desktop services and Help Desk functions. Managed internal and outsourced functions that provided shared and dedicated support services to 15,000+ internal customers across the Americas.
- Managed large helpdesk/desktop support technical teams for both trading and non-trading operations.
- Tracked and measured vendor performance based on contractual SLA’s to ensure objectives were consistently met with the highest degree of efficiency while monitoring ongoing expense control.
- Supervised a dedicated MAC (moves/adds/changes) group that handled relocation activities for non-data center equipment. Always met or surpassed objectives within timeframe and budget proposals.
- Modified staffing levels to achieve cost reductions while improving customer service levels.
0-5 years of experience
Started as a service desk engineer supporting end users with various hardware and software problems.
- Promoted to a service desk manager leading a team of three, and then six, after new labs were acquired.
- Met regularly with general managers of locations to update them on department status, get their IT feedback, and address any areas or issues that are of urgent attention.
- Designed and launched an upgraded service desk version of Techexcel, created training documents, and introduced it to the end users.
- Supervised the team, monitored the service desk incidents, ran reports, and used specific KPIs to measure my team on their performance.
- Supported users remotely using Teamviewer tool or RDP, as well as email, and phone support.
- Issues and requests that we commonly dealt with include but are not limited to: New users Set up in AD, Cirtix access, Microsoft Dynamic AX problems, printer and phone problems, OS upgrades, hardware, and software problems, and in-house programs related issues.
- Managed yearly department budgets (hardware and software), maintained an up to date list of asset management, and purchased department inventory.
6-10 years of experience
Managed Service Desk/IT Help Desk call center team of 30 employees, (first level and advanced level) who provided support for desktop, hardware and software problems and requests for 16,000 TXU/ATMOS ENERGY employees 24 hours a day, via phone, email and remote control tools.
- Deployed Help Desk Institute best practices and monthly resolved 11,000 computer, mainframe, print and application servers, security, system, telecommunications problems and requests
- Negotiated and managed client and vendor software, hardware and contract service level agreements
- Coordinated and negotiated incident, problem, change and project management, to assure minimal or no service impact
- Utilized problem-solving techniques and critical analysis to resolve critical
- Prepared technical guides and trained employees and customers for service improvement
- Attained “Best in Class” Gartner Group award designation with decreased call analysis talk time, increased first call resolution time, and increased customer satisfaction rating, attributed to entire team obtaining industry standard certifications, A+ Computer Hardware and Microsoft Office User Specialist (MOUS)
0-5 years of experience
Managed daily SD activities, responding to more than 50,000 user contacts monthly
- Supervised, trained and coached more than 50 SD technicians and system administrators
- Monitored SD performance against key performance indicators and service level agreements to ensure service and quality objectives were met
- Interviewed and evaluated candidates for SD positions as technicians and administrators
- Worked collaboratively with Government and contractor staff to review and refine problem handling and escalation processes
- Oversaw the knowledge base to ensure that the 1,500 documents it contained were regularly reviewed and updated
0-5 years of experience
Served as the service desk manager responsible for leading the day to day activities of the CEC corporate service desk and IT security accounts team (8 analyst’s total). Responsibilities included hiring, scheduling, and training service desk employees, conducing yearly reviews, and acting as a liaison between Career Education Corporation and ABS Associates.
- Ensured all service desk SLA’s were met while providing excellent customer service.
- Developed and analyzed reporting to measure Service Desk performance. Examples include customer satisfaction, analyst performance, phone response\utilization, and ticket trending.
- Provided escalation support for all service desk related needs.
- Administered and created documentation for the service desk knowledgebase system.
- Developed and implemented service desk procedures with a focus on ITIL practices.
- Worked to ensure all service desk procedures met IT security standards.
0-5 years of experience
Managed a team consisting of 65 high level analysts
- Defined SOP’s and incentive programs for the team
- Implemented ITIL processes; increased operational uptime by 10%
- Controlled operational budget and expenditures totaling 3.5 million dollars
- Researched new technologies by attending seminars and reading trade articles
- Advised store operators and managers on the installation, malfunctions and resolution of all computer and electronic devices
- Directed daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Evaluated the organization’s technology use and needs, provided recommendations, such as hardware and software upgrades
0-5 years of experience
Managed software and hardware upgrades, including all relevant documentation and licensing.
- Monitored status of open tickets and prioritized based on severity, priority and client level to meet all SLA’s
- Analyzed helpdesk reports and identified trends to deliver proactive problem resolutions
- Led a team of six technicians, supported 400 employees across multiple locations
- Implemented training sessions in order to maximize users’ performance levels
- Maintained hardware inventory database for all NY assets (tracking, assignment, and warranty)
- Coordinated replacement and recycling of all end of lease equipment on a quarterly basis
0-5 years of experience
Managed support Staff of 10 Service Desk technicians, and 3 desktop support technicians for support of a 3500 user environment under Windows 7 and Mac OSX Mavericks with ITIL operational processes.
- Monitored Daily Calls of 150 calls a day, which covered 5 main facilities, and a nationwide sales force with support for software, hardware, and network issues at an 80% goal for First Call Resolution.
- Developed and wrote policies and SLA’s for supporting hardware and in-house applications.
- Coordinated and managed multiple projects, hardware/software rollouts and internal moves.
- Monitored personnel Key performance indicators in order to track the performance of the entire team. Developed scorecards and monthly reports which was presented in monthly managers’ meetings.
- Assisted Service Desk manager with daily managerial objects, like SLA Review, FCR Review, call reviews, ticket quality reviews.
- Performed the role of mentor/trainer for the new representatives and developed a Service Desk curriculum which included minimum competency skills achievement.
- Monitored routine operations and initiates corrective action if processes failed.
- Served as the single point of contact to address support issues and concerns of end users while interfacing with IM management for service evaluation, support, and feedback to evolve Service Desk support.
0-5 years of experience
Promoted to manage all levels of help desk to support hundreds of users. Charged to responsively troubleshoot and resolve network, hardware and software issues. Administer Active Directory, PCI Compliance, Microsoft volume licensing agreements and software distribution. Assist in support of 50 servers running under Linux /Windows and contribute to the evaluation and implementation of VoIP, VPN, anti-virus and disaster/recovery solutions.
- Noted for meeting all timelines and SLA requirements.
- Introduced escalated coverage to support 24 hour operations.
- Utilize DELL KACE Help Desk software and overseeing implementation of Service Now
- Service Now Admin
- Reduced response times and increased internal customer satisfaction by implementing automated service scheduling tool to support face-to-face service calls.
- Saved ~$40K annually through vendor negotiations for improved services.
- Established process standards by documenting core functions.
0-5 years of experience
Responsible for store monetary services such as check cashing, Western Union services, and customer refunds
- Handled customer complaints, concerns, and general service issues in calm and approachable manner
- Answered store phones and quickly addressed concerns
- Wrote various daily reports including safety checks, employee observations, accident reports, and accident prevention
- Opened and ran check stand as needed
- Facilitated loan requests and cash pick ups
- Administered transaction overrides for seven check stands
- Served as one of three key holders for store
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Service Desk Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
