it service desk manager resume example with 15+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Highlights
0365 proficiency with Exchange experience
Mentoring and Training of Staff
Focused on customer satisfaction
ServiceNow Administrator
Project coordination
Performance Evaluations
Best practices and standardizations
Tool customization and Integrations
Deadline-oriented
Infrastructure and Implementation deployment specialist, planning and execution lead for end-user support
In charge of Service Desk process implementation
Contract Review and Recommendations
Education
Master of Science: Information Technology, Expected in 07/2021 to Southern New Hampshire University - Hooksett, NH GPA:
Majored in Information Technology Management
Graduated 3.84 GPA
Bachelor of Science: Information Technology, Expected in 03/2015 to Southern New Hampshire University - Manchester, NH GPA:
Graduated Cum Laude with a 3.67 GPA
Associate of Science: General Studies, Expected in 2010 to New Hampshire Technical Institute - Concord, NH GPA:
Certifications
Comp Tia A+ Certified 2016
ServiceNow Administrator Certified 2020
Bomgar Administrator Certified 2018
ITIL Foundations V3 2019
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Summary
Astute IT professional capable of meeting the most critical of deadlines with success. Highly adept at task prioritization and working closely with individuals of all types of personalities. Focused and driven with the capability to mentor employees and lead gifted teams. Looking for a position with a cutting-edge technology department and services organization.
Experience
IT Service Desk Manager, 08/2021 to Current Chg Healthcare – Midvale, UT,
Oversaw IT Service Desk operations and training for a team for 16 people, supporting approx. 4500 end users
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Planned and managed 25 plus IT acquisition projects in multiple geographical locations
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Met with customers to discuss service needs and develop effective and practical solutions.
Improved processes through development work in ServiceNow by creating workflow and logic to estimate ticketing for 107 request service catalog items.
Guided organizational technology strategy and roadmaps. Implemented Intune MAM, ServiceNow incident and request management and end user life cycle refreshes.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Interviewed, hired, and trained staff, leading performance reviews and offering constructive feedback.
Interacted and negotiated with vendors and contractors to secure products and services.
IT Service Desk Tier II Supervisor, 05/2017 to 07/2021 First Eagle Investment Management (Feim) – Chicago, IL,
Primary point of contact on multiple network infrastructure projects to bring new acquisitions on network and provided first-day support during integrations. Sites ranged from 40 to 200 users.
Created, oversaw, and updated policies, information, standards, and guidelines on regular basis.
Evaluated project plans and recommends adjustments based on complete review of objectives and related documents.
Developed and managed project plans while providing status updates to management. Ensured immediate resolution of issues so that all project deliverables were met.
Executive contact for answering questions and resolving technical support issues.
Directed daily assignments and processes of Service Desk personnel averaging 500 tickets weekly.
Resolved issues and escalated problems with knowledgeable support and quality service.
Desktop Support Analyst, 07/2015 to 05/2017 The Heritage Group – City, STATE,
Resolved technical issues for clients in person, on phone and through e-mail.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Troubleshot and resolved internet connectivity and general software and hardware issues.
Promoted company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
Office Manager/Technical Advisor, 11/2006 to 06/2015 Fireside Inn & Suites – City, STATE,
Maintained guest relations, utilized monthly accounting practices for revenue statistics and oversaw all departmental operations daily.
Responsible for all technological purchase and implementation of new networking protocols, and maintaining company servers, computers, printers, cables and other equipment.
Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
Acted as primary contact for computer hardware and software problems, as well as network emergencies.
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Troubleshot technical issues and optimized websites for search engine optimization, performance and accessibility.
Designed employee training curricula to instill necessary process skills, verifying competency via subsequent test procedures.
Designed technical diagnostic timelines to determine technical change viability without disrupting operations.
Developed and offered unique discount options to drive interest in new product lines.
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