Service Desk Manager

• Feb 2022 - Present

Senior Manager Omni-Channel Solutions

• Aug 2020 - Jan 2022

Strategically handle day-to-day engineering operations while directly supervising a 14-member team Closely collaborate with customer support teams, internal technology, and account management stakeholders in conceptualizing tactical plans for the omnichannel product Prioritize and accomplish engineering activities based on business needs using Agile and Kanban methodologies Keenly manage the documentation of newly built systems and training program execution Maintain active communication with customers and users to define and address issues Steer efforts in improving the development of employee personal career goals and education Facilitate meetings with personnel and resources throughout the department to set goals and timelines, while overseeingn engineering tasks to ensure on-time completion of deliverables

Help Desk Manager

• Jun 2019 - Aug 2020

Provided hands-on leadership to eight technicians while administering corporate service desk tasksHeld full accountability for employee evaluations and personal development, as well as for communications improvement through coordination with non-technical departmentsMade use of various diagnostic tools and tactics to assist in determining technical issuesConduct thorough tracking and monitoring of key performance indicators (KPIs) and serviceability metrics; and delivery of new service desk ticket process and platform

Senior Help Desk Technician

• Oct 2017 - Jun 2019

Functioned effectively as a senior point of contact for escalation of critical issues, while guiding and coaching junior helpdesk techniciansRendered first-rate support to end users in troubleshooting issues, as well as instruction to technicians on repair processesTook charge of patching software and installing new versions to reduce problems and secure data protectionGenerated support documentation for end-user self-efficiency and presided over classroom instruction of support documentation for issue resolution without direct intervention from the Support TeamOffered on-call support during technical off-hours

Help Desk Technician

• May 2016 - Oct 2017