PROFESSIONAL EXPERIENCE:

IT Service Desk Analyst

Confidential, Irving, TX

Responsibilities:

• Provided metrics to IT teams during CAB and Leadership meetings.
• Managed trend and variance reports to maintain service utility and suggest improvement on current processes.
• Develop and maintain KB articles for Service Desk team and collaborate with service manager to develop and maintain knowledge base for all IT teams.
• Ensured incident, problem management processes are followed my service desk team.
• Conducted interviews with potential candidates and established onboard training and schedules.
• Monitored all network resources across all US locations through SolarWinds \ Bluesocket and collaborated with network admin to resolve network related issues.
• Managed MDM system (MaaS360) as well as configured new devices before deployment to staff.
• Subject matter expert for printer services, management of Print server, Print Admin tools.
• Second Level escalation to junior level analyst, assisting them with correct escalation path or to the resolution of task.
• Provided guidance and coaching to service desk first level team members.
• Manage and maintain a constant and open channel between venders to meet all internal customer's needs. Vendors include CDW, Xerox, Cardpointe, and others.
• Develop new relationships with new Praters to improve current practices.
• Diligently worked to migrate knowledge base from Remedy Force to ServiceNow.
• Managed the IT integration of multiple acquisitions, liquidation new and exciting company branches
• Tracks and monitors team progress against timeline, scope and budget. Communicates status regularly to project stakeholders and escalates issues for timely resolution.
• Involving all relevant stakeholders, assists in definition of project scope and objective and ensures technical feasibility; Develops comprehensive work plans in conjunction with vendors, third party consultants and project leadership.
• Developed ITSM and ITIL Incident management process with past service desk managers.
• Developed a strong confident relationship with operation team and corporate members to ensure their expectations of service needs are met.

Service Desk Supervisor

Confidential, Irving, TX

Responsibilities:

• Provided Tier 2 and Tier 3 Support for all Printer, Mobile devices, software, and hardware related incidents and request.
• Managed Access management for AD, Webex and
• Incident and problem process manager
• Liaison between IT and external Internet services provider
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements.
• Directly works with Tier 1 Support to ensure proper recording of incidents
• Monitor the Incidents and manage the workload of tier 1 staff
• Maintained Knowledge within the KM Database SharePoint
• Prepared documentation for new or existing Knowledge
• Reported on performance metrics to directors
• Staffing and Training New employees
• Coaching and developing existing employees
• Conducting timely performance evaluations
• Provided Project team member support on all IT related projects, by fulfilling all individual deliverables.
• Worked with users to establish and meet business needs.
• Successfully deployed of OCR conversion software on to the primary print server. Built and maintained all user profiles on software directory to local home drives.
• Successfully deployed a new Konica Minolta printer fleet from contract agreement to site deployment to all companies.
• Managed merger, and implementation of the new ticking system, CMDB to Service Now.
• Successfully monitored the success of launch and close of domain migrations for all sub - business units in child domain under the primary domain.

Technical Support Analyst Lead

Confidential, Dallas, TX

Responsibilities:

• Provided specialized investigation and diagnosis of all Incidents and Service Requests
• Identified Problems
• Escalate unresolved incidents to external support, e.g. Software and Hardware groups
• Liaison between IT and external support provider Network related issues.
• Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements
• Responsible for assigning incidents within a group or division
• Responsible for communicating with the process managers.
• Directly worked with Tier 1 Support to ensure proper recording of incidents
• Determined if an incident needed to be escalated according to the priority and severity of the issue.
• Monitored the Incidents in their respective queues to ensure that Service Level Agreements were respected
• Maintained Knowledge within the KM Database (Service Now)
• Prepared documentation for new or existing Knowledge
• Reported on performance metrics to Manager
• Conducted training New employees
• Conducted coaching and developing existing employees
• Conducted timely performance evaluations with other leads and managers

Computer Support Specialist

Confidential, TX

Responsibilities:

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign unresolved Incidents to the appropriate Tier 2 Support Group
• Log all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents’ status at agreed intervals
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool
• Escalate Major Incidents to the Incident and/or Problem Manager
• Took ownership of all Incidents and Service Requests throughout the lifecycle
• Assisted with password resets, software and hardware configuration, and installations
• Desktop lifecycle refresh
• Network wiring of IT SD satellite booth and student computer labs
• Onsite support for Events