Information Technology Help Desk Coordinator

• Jul 2019 - Present

Primary responsibilities were ticket dispatching, tech availability, and providing an escalation path for technicians.Works closely with all levels of management and engineering to develop strategies for projects and future growth of the company.Relied on to test new products for clients and internal tools.Developing automation for clients for onboarding users and devices using Intune.Developed strategy for securing devices and company data for internal use and clients.Functioned as manager for the department as needed.Trained all new technicians and developed training procedures.Developed documentation standards and primary administrator for documentation platform, ITGlue.Developed and administered checklists for technician processes in Autotask to maintain consistency. Developed and maintained customer request forms in DeskDirector with Autotask integration.Primary administrator for Veeam backups for all backups for 99% of clients. Show less

Information Technology Help Desk Technician II

• Jul 2016 - Jul 2019

Primary responsibility is to ensure customers needs are met in a timely fashion through calls and tickets, delivering results with white glove service.

Information Technology Help Desk Analyst

• Apr 2016 - Jul 2016

Information Technology Technician

• Jan 2014 - Dec 2015

Workforce Management Analyst

• Sep 2010 - Sep 2011

Responsible for monitoring and managing call volumes across 5 states and up to 20 call centers.

Help Desk Technician

• Jun 2010 - Sep 2010

Provided support to call center agents and second tier support for customers.

Local Number Portability Analyst

• Jun 2009 - Jun 2010

Help Desk Technician

• Apr 2007 - Jun 2009

Provided support for ISP and VoIP services.

Assistant Manager

• Jul 2006 - Feb 2007

Third Key

• Jul 2005 - Jul 2006

Retail Sales Associate

• Jul 2004 - Jul 2005