Service Desk Manager Resume Palatine, IL - Hire IT People

SUMMARY

Organized and facilitated sprint planning, daily stand - up meetings, reviews, retrospectives, release planning, demos and other Scrum-related meetings
Work wif teh product owner to identify cross-team dependencies and manage inter-team tasks.
Evangelized teh benefits of Scrum to ensure its smooth adoption.
Assisted team wif making appropriate commitments through story selection, sizing and task definition and participated proactively in developing and maintaining team standards.
Work closely wif Product Owners, coordinating product backlog grooming and story estimation.
Maintain task board and produce daily burndown charts.
Improved team velocity by incorporating capacity planning into sprint planning sessions.
Shielded scrum team from external interference for optimal productivity and success of Agile Process.
Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.
Strong ability to accept and learn new ideas, and take up new responsibilities.
Ability to be calm, objective, neutral, and make good decisions under pressure
Affluent in English, Indian Languages (Hindi, Punjabi, Urdu) and Spanish (Beginner level).
Facilitate estimation and planning at teh team level. Assisting in creating useful, reliable and practical forecasts for delivery sprints and releases.
Ability to ensure Agile concepts and principals are adopted at teh team level.
Desire to bring disclosure and transparency to both business and IT and grow trust amongst partners.
Monitor teh pulse and moral of teh teams, theirby influencing team spirit and creating excitement around teh team.
Excellent people’s skills, wif teh ability to create a friendly, and cooperative working relationship wif others.
Knowledge of JavaScript, HTML, CSS, SQL, XML, JSON.
Clarity on AWS services like EC2, IAM, EBS, S3, Internet Gateway, Load Balancer.

TECHNICAL SKILLS

Backlog management
Conflict Resolutions
Schedule planning
JIRA / Confluence
Agile best practices
Knowledge of AWS services.
Dedicated team player
MS Office (Word, Excel, PowerPoint, Team and Outlook)
Skype, Zoom and WebEx
Interpersonal Skills
Results-oriented

PROFESSIONAL EXPERIENCE

Service Desk Manager

Confidential, Palatine, IL

Responsibilities:

Kept calm and applied strong problem solving and interpersonal skills to resolve conflicts.
Connected wif customers to understand needs, provide assistance and collect feedback to optimize operations.
Proceed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
Ensure proper procedures are taken in balancing cash drawer at teh close of shift.
Ensure security procedures are followed in handling pick-ups, quick change artists and drawers.
Strong ability to accept and learn new ideas, and take up new responsibilities.

Cashier/Service Desk Manager

Confidential, Palatine, IL

Responsibilities:

Provided an elevated customer experience to generate loyal clientele.
Earned trust by serving as a key holder, responsibly closed teh store.
Filling Money for all other Cashier registers.
Handle all Closing procedures at end of day, like calculating safe money, tallying accounts and writing down balance.
Assist customers questions, and refer unresolved cases to customer service, supervisor, or teh front-end manager.
Excellent ability to communicate wif teh public, customers, and fellow staff
Supervised students on field trips
Assisted students wif arts and crafts

Reservation Air Ticketing Agent

Confidential

Responsibilities:

Provide efficient, friendly, and informative service following established customer service standards and corporate vision
Check out customer’s purchases speedily and correctly, applying accurate codes, departments, and prices
Maintain 100% accuracy of cash register, and make sure all payment transactions are carried out wif precision and efficiency
Make request to front end manager for equipment or replacement dat are required
Participate in department meetings.
Performed in a fast pace environment while maintaining a professional and effective approach to high stress situations.
Maintained confidentiality of personal flight information of teh passengers and program members.
Collaborate wif management to plan strategies for managing expectations.

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Service Desk Manager Resume

Palatine, IL

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