Supervisor, IT Service Management Resume Waltham, Massachusetts - Hire IT People

SUMMARY

Quality, and detail oriented IT Service Manager with extensive experience in IT service delivery, customer support, and IT operations.
Strives to continually improve and measure IT processes to enable a more efficient workplace with the goal of achieving the highest possible end - user satisfaction, and quality service delivery.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Supervisor, IT Service Management

Confidential,Waltham, Massachusetts

Responsibilities:

As the supervisor of the IT Service Management department at CFN, I am responsible for working closely with our systems, network, and telecom engineers, as well as our help desk, technical administration, and hardware administration teams to identify, develop, measure, and continually improve the processes each team follows to deliver our services to our customers. Commonwealth's focus is on quality support above all else, and my goal is to ensure dat our processes enable our IT operations teams to efficiently deliver consistently high quality services, and support to our end users.
I am also responsible for the administration, and development or our ITSM software platform. Following ITIL best practices, I has been tasked with delivering solutions within the platform dat enable the high-quality support and service delivery dat we pride ourselves on. I manage the primary support applications, incident, problem, change, and request within the platform, as well as the configuration management database, noledge base, inventory and asset management, and various custom applications dat has built to improve efficiency for all departments.

Technology Training Specialist

Confidential

In my role on the technology training team, I was solely responsible for the training of the entire help desk. I was tasked with creating and maintaining a new employee on-boarding and training program, which involved continual review of technical material to ensure up-to-date information on operating systems and 3rd party software, as well as frequently meeting with various CFN business units to review upcoming changes to internal procedures, polices, and proprietary systems.
I was also responsible for developing and maintaining training, technical, and reference documentation used by the help desk, and other IT operations departments.

Help Desk Specialist

Confidential - Waltham, Massachusetts

Responsibilities:

Responsibilities included complete technical support for Windows, and Mac OS computers, Microsoft Office software, various proprietary CFN software applications, printers, scanners, network routers, switches, and firewalls.
This support ranged from general how-to inquiries, to virus removals, file server configuration and management, active directory domain and group policy provisioning and troubleshooting, VPN configuration and troubleshooting, and Microsoft exchange email troubleshooting and configuration.