Support desk team manager Resume

SUMMARY:

Highly skilled and accomplished results oriented thought leader with diverse experience in multiple lines of business. Demonstrated record of high standards and strong management ability to increase organizational cross functional team effectiveness. Excellent forward thinking communication and solutions engaging skills. Experienced planner with extensive domestic and global business experience.

PROFESSIONAL SKILLS:

Highly effective performer on cross functional teams
Team player
Intermediate MS Office skills: Excel, PowerPoint, Word, Visio and Access
Proficient use of SharePoint: library, lists, site permissions
Broad line of business experience: Mortgage Banking, Commercial Banking, Quality Assurance, Business Continuity, Technology, Risk
Cyber Security Infrastructure SME
Excellent problem solving skills
Metrics and reporting

EXPERIENCE:

Confidential

Support desk team manager

Responsibilities:

Implemented infrastructure risk processes for Confidential &O.
Managed remediation of over 345,000 vulnerabilities in 2016 with no imposed consequences by Global Information Security ( Confidential ).
Assisted in the development of an automated reporting tool.
Liaised between risk POCs, application teams and Confidential .
Eliminated thousands of open file shares through education and training.
Increased efficiency of Global Records Management ( Confidential ) requirements through policy adherence and compliance.
Responsible for AIT management and the timely approval of application lifecycle changes.
Risk Lead for Line of Business Applications ( Confidential ) driving adherence to newly amended Enterprise Policy.

Business support manager

Confidential

Responsibilities:

Responsible for the team routines including: Employee Engagement Specialist, Workspace Optimization, Workforce Detail Scrubs, Manager Access Reviews, Fieldglass Tracking and Reporting, Financial Forecasts, Hoshin Tracking and Reporting, Monthly Team Metrics, Organizational Charts, SharePoint site updates and provisioning access requests, Contractor Tenure Management/Reporting, GRP Budget Management, GRP Tracking and Maintenance, Cost Savings Initiatives, ad hoc requests.
Created process documentation for all routines.
Created new processes to improve workflow.
Developed team survey to ensure we were providing needed routines.
Trained new employees.
Worked closely with manager on selection of new work for the team.
Business Continuity Rep for PSS team, activities included ENACT notifications, associate accountability, writing and updating WAR plan, maintained and updated BIA and Business Recovery Plan in LDRPS.

Service Delivery and Support Lead

Confidential

Responsibilities:

Participated in Confidential Tool technology project. Created the project documentation, updated and monitored as appropriate.
Assisted manager with Confidential requirements for the implementation of a front end tool for Confidential .
Responsible for creating processes and documentation for the monthly technology releases.
Worked with the technology team on projects to update the tool. Managed the communications for updates, outages and releases.
Performed pre - release testing with the application team and responsible for sign off on releases.
Performed post release testing and monitoring.

Support desk team manager

Confidential

Responsibilities:

Initially joined the support desk to transition to technology. Within a year of joining, was offered the Team Manager position.
Managed a team of 13 My Work US based associates and 2 off shore associates accountable for the resolution of inquiries for over 80,000 unique users worldwide.
Generated over 14,000 tickets in support of our clients in 2010.
Responsible for Severity 1 and Severity 2 problem communications and advisories.
Responsible for strict adherence to SLAs and client satisfaction. Participated in the successful transition to a new Confidential phone Confidential, and the implementation of a new enterprise wide issue tracking tool, Confidential .
On-boarded 12,000 new users with the rollout of major applications, LEO and Navigator.
Knowledgeable in providing cost saving measures in order to expand scope of department without impacting the budget.

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