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Forward-thinking, hands-on Service Desk Operations Supervisor responsible for the daily management of a 7 member team supporting 500+ employees in a firm with a $90M annual revenue. Effective problem solver with excellent communication, technical and team management skills in alignment with the firms strategic outlook. Oversees 24/7 response for both hardware and software support needs including problem diagnosis. Final point of contact for all trouble ticket escalations.
Successfully lead and accomplished client computer customization project on the Windows 7 deployment team. Lead of the firm's high productivity tax application- updating, upgrading, supporting to ensure minimal downtime. Successfully mentored entry level technicians into tier 1 and 2 positions, improving the service desk's overall efficiencies. Managed the call/ticket queue scheduling ensuring 24/7/365 technical support for the firm.
Worked on a team supporting 380 users in five bay area locations, with an expansive knowledge of computer hardware, desktop applications, peripheral equipment and basic networking principles and functions. Ability to pinpoint users issues effectively with oral and written communication skills. Strong organizational skills and ability to prioritize work and deadlines.
Project Management Course - (Presenter- Valerie Colber, MBA, PMP, SCPM)
HDI Support Center Manager (HDI-SCM) Training course
Proficient in Active Directory
Solid oral and written communication skills
Solid technical and nontechnical communication skills
Excellent client service skills
Experienced analytical skills/RCA
I am a highly adaptable, ambitious, passionate, and detail-oriented person with over 13 years combined military and security experience seeking full-time employment in management. Throughout my life, I have gained experience in excellent communication skills, strategic planning, excellent customer service, and being proactive by being a Lead Pastor as well as being employed in a high paced hospital environment. I am also experienced in responding to emergency situations and providing crisis intervention. I am able to adapt quickly to new environments and comfortable being physically active for the entirety of extended shifts.