Realtor, Peak Realty

• Sep 2021 - Present

Team Leader, Helpdesk

• Dec 2020 - Present

Team Leader, Helpdesk / Bedrock Detroit, Detroit MILeadership | Employee Development | Professional Communication | Establishing and Documenting Standards | Helpdesk Call Center OVERVIEW: Lead a team of seven individuals to provide technical support for a company of 600+ team members. Responsible for identifying, documenting and implementing processes to improve efficiency and customer satisfaction. Dedicated to the continuous growth and development of team members through regular reviews, coaching and feedback.RESULTS: Implemented asset management tracking for 500+ laptops and desktops to leverage up-to-date reporting to outline a hardware refresh lifecycle policy for the business. Assisted with reviewing and updating the company IT change management policy and worked with a technician to update the internal change management workflow via our ticketing system, Fresh Service. Lead weekly Change Advisory Board meetings and ensure all changes submitted are properly logged and resolved.Identified area of opportunity for missed calls and coordinated implementation of voicemail feature to auto-generate tickets for the helpdesk.Configured proof of concept for a call queue solution for helpdesk and implemented call queue solution allowing for call metrics, call history, call recordings and real-time visibility into call queue data.Maintained vendor relationships and coordinated software renewals between vendors and internal legal review

Project Manager

• Feb 2020 - Dec 2020

Service Desk Manager

• Mar 2016 - Feb 2020

Leadership | Process Improvement | Employee Development | Cherwell Administration | Reporting | Communication | Technical Writing | Establish Standards | Audit and Compliance | Performance Review | Scheduling | Change Management | Microsoft Office | Approve Time Cards | Centralized Call Center_____________________________________________________________________________________________OVERVIEW: Manage technically diverse staff of 10 technicians for a 24x7 x 365 Casino service desk. Support four locations, field on average 4,100 requests per month with an average resolve time of 24 hoursRESULTS:•Established standards, policies and procedures for newly implemented service desk. Proactive self-starter known to initiate process improvements to improve technician and end-user experience and increase staff productivity•Manage the implementation of methodologies to improve first-call resolution, customer satisfaction and foster strong business relationships•Assess department performance through various reporting methodologies. Provide weekly, monthly, and annual reporting to C-suite executives•Conduct monthly feedback sessions with direct reports. Write and deliver annual performance reviews. Review tickets and call clips for quality. Maintain schedules, approve timecards. 95% Leader Effectiveness score in 2019 Pulse Survey. Based off direct report responses in Feeling Appreciated, Job Satisfaction, Culture and Guest Relationships•Increased Timely Submittal of Forms by 25%. Identified large percentage of access terminations were submitted past designated timeframe. Initiated coordination with HR to work with business areas to increase timely submittal of paperwork•Provide day-to-day Cherwell administration for Request/Incident, Change and Problem management•Increased Access Provisioning Turn Time by 24 Hours – Engineered and implemented electronic access request/termination process within ticketing system

Systems Analyst

• Feb 2011 - Mar 2016

Cherwell Administration | Process Design and Implementation | Technical Writing | Content Development | Facilitation of Training_____________________________________________________________________________________________OVERVIEW: Administer Cherwell ticketing system to include Request/Incident, Change and Problem Management. Work with teams throughout the business and family of companies to evaluate processes to engineer and implement solutions RESULTS:•Orchestrated testing proof of concepts, evaluation and selection of software to replace current service desk software•Implemented Ticketing System for 180+ Teams – Evaluated current business processes, made recommendations for workflows, implemented personalized solutions. Performed regular process reviews to drive continual service improvement•Conducted training classes and wrote class material for implementation of new processes and procedures

Business Consultant

• Apr 2010 - Feb 2011

Employee Engagement | Career Path Development | Process Improvement_____________________________________________________________________________________________•Interviewed approximately 85 IT team members to obtain feedback on business visibility, priorities and processes and overall morale•Engaged team members to develop and implement job descriptions, position alignments, and career paths for 83 positions within IT•Evaluated new hire processes and procedures to streamline methods and identify and eliminate duplicate efforts

Helpdesk Manager

• Oct 2006 - Apr 2010

Leadership | Employee Development | Performance Review | Customer Satisfaction | Technical Writing_____________________________________________________________________________________________OVERVIEW: Lead all service desk functions providing 1st level support for more than 3,000 end users. Served as point of escalation for all hardware and software issues for average of 11,000 requests per month. Hired, trained, mentored and supervised team of 5 direct reports.RESULTS:•Provided 1st level support to internal clients to assist with Windows XP, Windows 7, Microsoft Office, VPN, printing, SharePoint, network issues, VPN and numerous industry specific applications•Served as point of escalation for all hardware and software issues for average of 11,000 requests per month•Performed quality control reviews for ticket quality, troubleshooting performed, customer service levels and call clip quality reviews and wrote and delivered bi-annual performance reviews•Compiled weekly and monthly metrics and reported to senior leadership•Accomplished helpdesk professional earning a solid reputation for productivity, efficiency and problem resolution. Demonstrated initiative, analytical abilities, flexibility and strong team building skills•Drafted and disseminated all company communications for scheduled system maintenance and outages•Wrote Standard Operating Procedures for troubleshooting and resolution of known issues

Training Technician

• May 2003 - May 2005

Helpdesk Technician

• Oct 1999 - May 2003