Managed Services Engineer Team Lead

• Jan 2020 - Present

Help Desk Technician/Administrator

• Jan 2019 - Present

Service Desk Supervisor

• Jul 2016 - Jan 2019

Becoming a supervisor has been a lot of fun. I have had a team between 10 - 16 people. Normal tasks include day to day operations to ensure all service level agreements are met. I am expected to coach employees as well as review them quarterly. Approval of time sheets, PTO requests also fall into my bucket. I have had a hand in a complete revamp of the training program from the moment a new analyst comes through the door. This included content creation revolving around internal and external training. I have become involved in the on-boarding process of new customers. This includes being the main contact on behalf of the service desk. Generally speaking, I deal with heads of companies/IT departments to ensure there is a smooth transition once the lines switch over to Virteva. This has been truly satisfying as I am able to build a relationship with the customer from the ground up. Show less

Service Desk Team Lead

• Aug 2015 - Jun 2016

With my prior management experience, I jumped as a lead in with both feet running a team of 3-5 analysts. I helped coach, train, review my team. During this period, I also became the main trainer for the service desk. I oversaw welcoming new analysts to the company. I also was responsible for training analysts in most of our client queues. This required me to go over everything from phone etiquette to specific troubleshooting.

Service Desk Analyst

• Aug 2014 - Aug 2015

As a service desk analyst at a managed service company I had to wear many hats. I helped support up to 50 clients via phone/email/self-submitted tickets. Being the first person a customer talked to I learned quickly how to work under pressure. My critical thinking\customer service quickly became solidified. Within no time I was having analysts start lining up at my desk asking for assistance with their tickets. I quickly became one of the top performers regarding average calls taken and average talk time. Show less

Manager

• Jun 2000 - Aug 2014

I manage a small staff and see that the nightly operations of the restaurant run smoothly. Strong customer service skills and communication skills get me through the night as well as being able to think on my feet and make snap decisions based on being able to prioritize. I manage a small staff and see that the nightly operations of the restaurant run smoothly. Strong customer service skills and communication skills get me through the night as well as being able to think on my feet and make snap decisions based on being able to prioritize.