- Motivated IT Service Desk Leader with experience and expertise in client service, strategic planning, and troubleshooting complex issues and concerns.
- Accomplished leader with effective collaboration skills, team building capabilities and a keen focus on comprehensive productivity and efficiency.
- Proven and demonstrated experience with organizational effectiveness, communications, and strategic vision.
- Focused high performer driving effective communications to keep fluid and streamlined operations.
Lead Service Desk Analyst
- Successfully handle incoming calls and in person requests troubleshooting issues and concerns until reconciliation.
- Serve as Tier 2/3 support for the Service Desk Team on all issues as needed.
- Oversee comprehensive management of the ticket queue including delegating workload.
- Train and mentor new and existing analysts on best practices, processes, and procedures to better streamline operations.
- Collaborate with a diverse and multifaceted team on multiple issues including local network hardware and software issues.
- Ensure proper implementation of replacement ITSM solutions and Solar Wind Service Desk.
- Drove a wide variety of field support requests, handling telephone, email, and ticketing of the system to resolve customer issues.
- Provide solutions - oriented management for multiple high-profile user experiences related to desktop access, application usage, hardware issues, and systems access.
- Utilized proven and demonstrated knowledge of company documentation to ensure proper processes and procedures were being carried out effectively.
- Collaborated with a high performing team to drive special projects and technical documentation updates as needed.
- Drive field support requests through a complex ticketing system to resolve customer and client issues with regard to domain management, and email hosting accounts.
- Troubleshoot complex issues and concerns with regard to DNS records and custom record setup.
- Ensured proper oversight of password inquiries, account status, pricing, and expiration data as needed.
- Authored and edited proprietary tools written specifically for multiple software tasks.
- Provided comprehensive support for third-party tools and applications.
Help Desk Staff
- Assisted a diverse client base with field support requests including account management, hardware, and systems administration issues.
- Drove hardware and software troubleshooting, break/fix. And network troubleshooting as needed.
- Deployed and configured PC and laptop imaging, software deployment, and virus detection and removal.