Experience

Quintessential Brands Group
• United Kingdom
• Wine & Spirits
• 1 - 100 Employee
• Service Desk Manager

  • Jan 2023 - Present


TrueCommerce

• United States
• Information Technology & Services
• 300 - 400 Employee

• Service Desk Manager

  • Sep 2019 - Dec 2022

  • Plan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload• Active involvement in employee development through training, coaching and performance management• Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts• Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback• Provide superior communications to management, business partners and other stakeholders regarding IS performance• Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action, and recognition Show less

• Senior Service Desk Supervisor

  • Jan 2019 - Sep 2019

  • Review work volumes and partner with others within the department to ensure service levels, work volume and quality standards are met• Manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved• Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the team• Provide direction to staff consistent with UnitedHealth Group vision and strategies, and department goals and objectives• Develop and monitor metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, ACD reports, and support tool reports• Provide timely, constructive, and honest feedback to direct reports, peers, and others• Anticipate problems by monitoring key department indicators; develop contingency plans and/or corrective action plans Show less

• Technical Support Analyst

  • Mar 2017 - Jan 2019

  • Utilize Asset Management and Network documentation tools to manage and track network hardware inventory, locations and status• Assist QMC providers in researching unpaid survey work orders and forward legitimate work orders to invoice operations for payment processing• Analyzing the issues reported and work on providing quick / work around solutions and work on data corrections for known patterns to help restore the situation• To work alongside colleagues within the IT Department on support, development and project work where directed• Manage vendors providing Network Cabling installation services• Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication, and system performance• Improve hardware and network performance by identifying problems; recommending changes Show less



Oracle

• United States
• Warehousing
• 1 - 100 Employee

• IT Analyst

  • Oct 2014 - Mar 2017

  Working on the Global IT Team.• As part of my work within Global IT, I worked on calls mainly within EMEA. I picked calls from a web-based system that were passed up from lower levels. No two calls were the same and I had to use both my knowledge of windows systems and also bespoke systems to Oracle.

• Network Support Analyst

  • Oct 2015 - Apr 2016

  Working as part of the Networking team. I had to monitor a live page and deal with any drops of connections throughout the company.



MICROS Systems Inc

• United States
• Software Development
• 700 & Above Employee

• IT Analyst (MIS)

  • Jul 2014 - Oct 2014

  • I was part of the IT team within Micros. I was responsible for dealing with issues of the staff both hardware and software related.• I needed a good understanding of the active directory and exchange management console.• I was also part of a team of 3 people who in this time prepped and configured over 300 laptops for the imminent takeover of Oracle.

• 1st Line Support Analyst

  • Jan 2013 - Jul 2014

  • Working as part of a Retail helpdesk,• I was responsible for answering and triaging calls and implementing fixes within a certain SLA. If the call was not software related we then passed the call onto a 3rd part hardware company.