Experience

Thomas, Thomas & Hafer, LLP

• United States
• Law Practice
• 100 - 200 Employee

• Help Desk Specialist

  • May 2021 - Present



Team CPT

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

• Dispatcher

  • Jun 2019 - Aug 2020



Goodwill Keystone Area

• United States
• Non-profit Organizations
• 100 - 200 Employee

• POS and Help Desk Technology Support Specialist

  • Oct 2015 - Jul 2019



Blackbird

• Service Manager

  • Mar 2011 - Jun 2015

  Managed day-to-day operations of all field engineers. Administrator of help desk software ConnectWise. Designed and implemented workflow solutions. Conducted staff training on best practices and workflows as they pertained to the ticketing system and ITIL standards.Maintain an awareness of all outstanding customer pre-and-post-delivery issues providing status updates to clients, advocating to the engineering team on behalf of the client, and facilitating solutions.Created and maintained client information and company service documents.Coordinated client transitions; managed data, and client concerns relating to new services.Ensure the timely execution of tasks and functions associated with day to day operations and the client on-boarding process.Design, monitor, and verify reoccurring service issues and support reports. Perform customer follow-up to verify final resolution and customer satisfaction. Monitor customer satisfaction surveys for additional feedback and opportunities to improve customer satisfaction.Created client specific documentation for improved support and SLA response time.Created client proof of concept reports.



Robert's Hawaii - Magic of Polynesia

• Stage Crew

  • Jul 2010 - Jun 2015



SuperGeeks

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

• Direct of Project Development (Porject Guardian)

  • Oct 2009 - Jul 2010



ATSG (MTM Technologies)

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Help Desk Technical Lead

  • Oct 2007 - Oct 2009

  What once started as just answering the phones led to a unique opportunity to learn the process of on boarding clients, creating documentation (still in use today) and dabbling in the role of management. What once started as just answering the phones led to a unique opportunity to learn the process of on boarding clients, creating documentation (still in use today) and dabbling in the role of management.