Experience

Client First Technologies

• United States
• Information Technology & Services
• 1 - 100 Employee

• Service Desk Director at Client First Technologies

  • Sep 2022 - Present



ProSphere

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Service Desk Director

  • Oct 2017 - Oct 2022

  Washington D.C. Metro Area Supervise and coordinate day-to-day operations of a team of 7 IT Service Desk agents. Provides monthly Service Level Agreement reports to ensure all contractually obligated ITIL performance measures are consistently met. Performs quality audits on incidents and service requests submitted via the agency's ServiceNow ITSM solution. Primary stakeholder and requirements contributor to the stand-up, development, and maintenance of ServiceNow as an IT Service Management platform. Monitor incoming… Show more Supervise and coordinate day-to-day operations of a team of 7 IT Service Desk agents. Provides monthly Service Level Agreement reports to ensure all contractually obligated ITIL performance measures are consistently met. Performs quality audits on incidents and service requests submitted via the agency's ServiceNow ITSM solution. Primary stakeholder and requirements contributor to the stand-up, development, and maintenance of ServiceNow as an IT Service Management platform. Monitor incoming email and phone call traffic to support an agency of 700 users. Responsible for training new Service Desk agents, as well as coordinating cross-functional training for all senior level Service Desk agents. Coordinates the weekly schedule to ensure proper daily coverage of Service Desk phone and onsite support. Provides federal senior leadership with weekly updates on project statuses, repeated incidents, SLAs, and other Service Desk metrics. Conducts bi-weekly staff meetings to address issues, staffing concerns, and new processes. Serves as the key point of contact to manage customer expectations for major issues reported by end users that require escalation to upper management. Reviews and improves existing processes and procedures to increase productivity and efficiency in the areas of staff training, incident resolutions, problem management, and customer satisfaction. Manages the agency's inventory and asset management solution by tracking new, retired, re-allocated, and excessed configuration items. Liaison to other support teams for the escalation of critical issues and requests to ensure major problems and/or service disruptions are identified and addressed in an expedited manner. Coaches and mentors Service Desk agents to ensure customer service levels meet customer expectations. Viewed as a leader amongst my colleagues and to the federal customer. Contributes to the Service Desk team by giving in-person, hands-on support to both agents and end users as needed. Show less



CGI

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Manager

  • May 2017 - Sep 2017

  Washington D.C. Metro Area

• Customer Service Engineer

  • Dec 2016 - May 2017

  Washington D.C. Metro Area



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• System Services Representative Mobility and Workplaces Services

  • Jan 2015 - Jan 2016



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Technical Support Analyst

  • 2004 - 2015

  Greater New York City Area