Help Desk Manager

• May 2023 - Present

The Help Desk Manager is responsible for overseeing the Help Desk staff, activity, and training. Ensures the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. Make recommendations for ticketing workflow and processes. Oversee Tier 1 Technicians and Field Technicians in the day-to-day performance of their jobs. Participates in the hiring of staff. This may include reviewing applications, conducting interviews, and providing on the job training or mentoring to new employees. Help Desk Manager must analyze their support team to establish whether or not all personnel are following the best practices established by the VP of IT. Show less

Assistant Help Desk Supervisor

• May 2019 - May 2023

Customer Service Engineer

• May 2017 - May 2019

• Trained 25+ new hires in Operations over 3+ years• Proficient in Office365 Administration, Proofpoint, Intermedia, and AzureAD sync• S.M.E. for applications such as QuickBooks, Sage, Sitelink, and StorLogix• Primary escalation point for Tier1 techs• Earned the title of “The Client Whisperer” for converting hostile callers into happy callers• Troubleshot a multitude of issues from mobile to Citrix to network connectivity, and everything in between• Improved workflow by creating or editing knowledge base articles and stream lining current processes using front line knowledge• Resolved situations in which patching or anti-virus programs were malfunctioning• Installed and updated applications within an Azure hosted environment for multiple clients Show less

Senior Service Desk Tech

• Jun 2016 - May 2017

I work in the Lewisville NOC for the Texas Children's Health Plan account. I work in the Lewisville NOC for the Texas Children's Health Plan account.

Service Desk Technician

• Nov 2015 - Jun 2016

Senior Service Desk Analyst

• Mar 2015 - Nov 2015

After training, I started working deep nights. In this shift, I handled a lot of admin tickets for hires, terms, and Exchange-related requests. I frequently received calls from offshore contractors needing assistance with their Virtual Desktops (VMWare). After a month, I moved to an early day shift. On days, I took a variety of calls, including Outlook issues, Flight/Gate Info Displays, kiosk issues, issues with access workforce system (CWA), MS Office issues, and countless other unique very technical and difficult issues. Now, I am a specialist in Crew Operations and assist Pilots and Flight Attendants with a variety of technical issues. It is a great place for learning many different technologies. However, I have been assured many times that being a contractor on my team will never extend beyond 3 years maximum. This is not contact to hire, so sadly I will need to find something before that time expires. Show less

Service Desk Tech

• Dec 2011 - Mar 2015

My job requires handling inbound calls and emails from clients in need of technical assistance. On average, I receive about 20-30 calls per day, and handle about the same amount of emails. I currently service 6 different contracts as a member of the Extended Hours team. In this position I use and troubleshoot the following applications: Service-Now, LogMeIn Rescue, Active Directory, Exchange Console, various SAP environments, Office 2010/2013/365, Internet Explorer 8/9/10/11, Chrome, Firefox, Cisco AnyConnect, Aventail VPN, AT&T VPN, Windows 7/8, Bitlocker, MalwareBytes, and many other applications. I am very technically proficient, which makes my work enjoyable. Show less

Service Desk Tech

• Jul 2011 - Dec 2011

Under the Moody's Investors Service Desk, I handled fairly technical calls and emails. My associates frequently consulted me on their more difficult calls when I was available. Under the Moody's Investors Service Desk, I handled fairly technical calls and emails. My associates frequently consulted me on their more difficult calls when I was available.

Remote Dealer Results Manager

• Sep 2007 - Mar 2011

Having started on the Help Desk, I took my commanding knowledge into the realm of account management. I was able to fairly estimate what DealerTrack's application could provide my clients. Having started on the Help Desk, I took my commanding knowledge into the realm of account management. I was able to fairly estimate what DealerTrack's application could provide my clients.