Information Technology Senior Servicedesk Team Lead and Project Coordinator

• Jul 2022 - Present

• Work closely with the Head of Service Delivery• Provides day-to-day IT Helpdesk Team leadership such as Helpdesk customer support, maintaining quality & customer satisfaction, and developing and documenting processes and procedures• Responsible for leading the Helpdesk to conduct L1 customer support such as ticket management, troubleshooting, documenting, tracking, managing SLA, and complying with security measures• Provides professional services in managing IT Service Delivery, Project Management, and Quality objectives as defined in customer contract and SLA • Manage the delivery of committed SLA and Service Delivery & Quality objectives to customers• Manage IT projects in achieving and delivering committed SLA and services• Manage the coordination of IT projects and delivery of services in partnership with other departments such as Sales, Presales, Solutions Architects, Accounting, Facilities, and IT Operations• Review and understand customer contracts to manage committed service delivery• Manage and track quality and timely delivery of customer Service Orders• Frequent contact with customers, peers and vendor supports• Perform with accuracy to manage DataOne Helpdesk leadership, maintain and improve quality of service and customer service initiatives• Conducts evaluation, tracking of performance, and imposing team discipline• Works directly with immediate superior in the development and execution of processes and procedures based on committed customer requirements• Handle support tasks including research and development Show less

Information Technology Help Desk Analyst

• Jun 2018 - Jul 2022

Serves as a single point of contact for customers and provides technical support for incoming queries and related issues to computer systems, software and hardware. Respond to email, over the phone and via ticketing portal for customers seeking help. Currently experience in Service Delivery and Project Management.

Customer Service Representative

• Mar 2017 - Jan 2018

Technical Support Representative

• May 2015 - Jan 2017