Experience

WheelHouse IT

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Service Delivery

  • Jan 2023 - Present

• Support Desk Manager

  • Apr 2018 - Jan 2023

  Formally 4 Corner IT#######> Monitor & maintain SLAs of service board tickets of service desk teams.> Monitor call queue SLAs and it's team of technical call routers.> Assist leadership on business development.> Assist in creating, implementing, and maintaining SOPs of the service desk.> Oversee service desk teams of technicians.> Review and approve technician time sheets.> Assist level 1 technicians with basic troubleshooting and problem-solving.> Analyze data & trends of service desk and its employees performance.> Aid in the hiring process and train incoming call routers and L1 technicians.> Provide performance reviews.

• Service Desk Coordinator

  • Jan 2016 - Apr 2018

  Formally 4 Corner IT



4 Corner IT

• United States
• Information Technology & Services

• Service Desk Coordinator

  • Aug 2014 - Jan 2016

  -Assisted Service Desk Manager with day-to-day operations-Trained new Level 1/Support Technicians-Monitored and maintained service desk tickets for FL and NY teams

• Service Desk Technician

  • Aug 2013 - Aug 2014

  -Routing calls for IT Support team-Worked Bench in-house-Troubleshot & triage L1 help desk tickets



Vector Marketing

• United States
• Manufacturing
• 700 & Above Employee

• Sales Representative

  • May 2012 - Aug 2012

  -Conducted 1-on-1 appointments with potential customers. -Presented and sold fine cutlery. -Conducted 1-on-1 appointments with potential customers. -Presented and sold fine cutlery.