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Is Manager Remote Resolve resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Multi-talented Manager, Jessica Claire is an IT Leader with over 20+ years of experience in Desktop Support, Service Desk, Asset Management, and Technical and Process documentation.

Skills
  • Leadership
  • Project Management
  • Data Reporting Analysis
  • Strategic Planning
  • Policies, Procedures and Training Documentation
  • ServiceNow Development
  • IT Asset Management
  • IT Service Management
  • SCCM
  • Power BI
  • Windows OS
  • MacOS
  • IOS and Android devices
  • Hardware and Software configurations
  • Microsoft Office Suites and Licensing
Work History
05/2021 to Current
IS Manager - Remote Resolve Prosper Marketplace Inc Phoenix, AZ,
  • Recognized as “instrumental in the success” to both Service Desk and Remote Resolve teams in 2021.
  • Identified as a primary contributor during Baylor Scott & White Healthcare IS transition to Atos, 2021.
  • Awarded “Building a Bridge” between Service Desk and Remote Resolve, 2018.
  • Promoted to IS Manager within a year from Supervisor.
  • Published documentation for all processes involved with troubleshooting and collaborated with teams in the development of several new processes.
  • Achieved 10% User Experience by introducing Warm Transfer between Service Desk and Remote Resolve.
  • Supervised team of 26 staff members., with responsibility over Remote Resolve Team (for all BSWH locations).
  • Provide guidance and direction to 25+ offshore and local technicians.
  • Drive daily Remote Resolve Team (RRT) operations with 28 techs.
  • Spearheading CyberArk's discovery and technical support.
  • Primary service contact between Service Desk Manager (SDM)and Tower Leaders.
  • Provide technical leadership in operational matrix across Atos/BSWH teams.
  • Monitor workload and performance of Remote Resolve.
  • Developed new processes and standards.
  • Proactive analysis of data to assist SDM in ServiceNow and Power BI.
  • Onboarded new employees with training and new hire documentation.
  • Lead training for 50+ Technical Service Desk analysts and 18 RRT technicians.
  • Compiled data highlighting key metrics to report information, determined trends, and identified methods for improving store results.
  • Developed training/reference documentation for Service Desk, increasing first call Resolve by 20%.
  • Maintain positive relationships with all teams and customer.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
02/2008 to 05/2021
IS Manager - Remote Resolve Baylor Scott & White Health City, STATE,

Supervisor, Remote Resolve - 2015 - 2017

Senior Field Support Analyst, BSW of McKinney - 2012-2015

Field Support Analyst - Bryan Tower Corporate - 2008 - 2012

  • Directed Remote Resolve, Tier 2 support, for all BSWH locations, provided guidance and direction up to 16 Field Technicians across system, and assisted various projects.
  • Boosted employee engagement scores by nearly 20% in first year in role Managed three Tech Stops.
  • Remote Resolve team handled over 40% of all onsite incidents and tasks across BSWH.
  • Established Warm Transfer calls from Technical Service Desk to Remote Resolve, lead to improve user experience by 10%.
  • Restructured Remote Resolve by modifying scope of work to allow team to reach more users and increase productivity.
  • Reduced staff of Remote Resolve Personnel from 16 to 10 while increasing CSAT scores, speed of service, and reducing MTTR, Resolve/Respond SLA breached tickets.
  • Engaged closely with management teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission, and purpose.
  • Used ServiceNow and Power BI to generate required reports and optimize query creation.
  • Designed SharePoint for Remote Resolve metrics and processes.
  • Developed a relationship with Service Desk leadership to assist quality improvement and service (based on direct feedback from customer).
  • Implemented a technical reference guide for all Field Services for current and new field technicians.
  • Streamline Windows migration and disk encryption project to convert over 22,000 devices across enterprise.
  • Lead field support team from planning to deployment for ground up project implementing desktop environment for new 300+ bed medical center in McKinney, TX.
  • Sole contributor for onsite Field Support (18 months) across McKinney Hospital – provided extensive reports from SCCM and ServiceNow.
  • Deployed over 1000+ hardware equipment for new 6 floor hospital.
  • Produced both tactical and strategic future state remediation plans to satisfy user's needs.
  • Engaged with many IS teams to change processes and procedures to reduce risk of data loss and controls over end point devices.
  • Surpassed project expectations with exceptional success, on time and under budget.
  • Designated as Sr.
  • Analyst, SME, and Trainer after 6 months in role.
  • Maintained highest individual FCR and CSAT score every month out of 4 technicians.
01/1998 to 02/2008
Desktop Support Engineer Perot Systems City, STATE,

Desktop Support Analyst, 2005 - 2006

Service Desk Supervisor, 2003 - 2005

Service Desk Analyst, 2008 - 2003

· Highest-ranking Desktop Support Engineer in 2008.

· Promoted from answering inbound calls for Alamo and National Car Rental agents to providing technical support with Field Services (PC Refresh Deployments/OS Migrations) functions for 2 major car rental companies, Vanguard locations in US.

· Provided Tier 2/3 Support for all PC related issues for over 2500 agents in US.

· Leveraged ticket tracking system (Remedy) to prioritize, track and document problem Resolves and notify customers of issue status.

· Managed Novell NetWare Environment and was sole administrator for Novell ZENworks management platform.

· Imaged and deployed software / hardware as needed by request / incidents.

· Took phone calls from local agents (40-50 per day).

· Maintained highest individual FCR and CSAT score every month out of 16 analysts.

· Performed basic troubleshooting, password resets, and software installations.

· Verbalized technical information in clear terms to non-technical individuals to promote better understanding.

Education
Expected in 2020
Certifications Lean Certified Dell Certified Technician, Dell:
- ,
GPA:
Expected in 2002
Microsoft Certified System Administrator, MCSA:
- ,
GPA:
Expected in 05/1997
Associate of Applied Science: Computer Science
Collin County Community College District - Plano, TX
GPA:
Accomplishments

· Recognized as “instrumental in the success” to both Service Desk and Remote Resolve teams in 2021

· Identified as a primary contributor during Baylor Scott & White Healthcare IS transition to Atos, 2021

· Awarded “Building a Bridge” between Service Desk and Remote Resolve, 2018

· Promoted to IS Manager within a year from Supervisor

· Published documentation for all processes involved with troubleshooting and collaborated with teams in the development of several new processes.

· Achieved 10% User Experience by introducing Warm Transfer between Service Desk and Remote Resolve.

· Supervised team of 26 staff members.

Certifications

· Lean Certified

· Dell Certified Technician, Dell - 2020

· Microsoft Certified System Administrator, MCSA - 2002

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Resume Overview

School Attended

  • Collin County Community College District

Job Titles Held:

  • IS Manager - Remote Resolve
  • IS Manager - Remote Resolve
  • Desktop Support Engineer

Degrees

  • Certifications Lean Certified Dell Certified Technician, Dell
  • Microsoft Certified System Administrator, MCSA
  • Associate of Applied Science

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