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Summary

Over 15 years’ experience in service desk management and technical support operations.  Successfully managed help desks, desktop support, and security administration in diverse industries

Skills

Professional Skills
  • From 4 to 30 direct reports on help desks, desktop support and IT security teams.     
  • Incident management, SLA management, Knowledge Management, Remote teams
  • Team Building, Personnel development, Customer service, Staff hiring/training
  • Help Desk Software: ServiceNow, Clarify, Remedy, Numara Footprints, Siebel, Talisma, Right Now
  • Technical Support: Microsoft Windows(10/11), Sun Solaris, SAP R/3,
  • Phone Systems: Cisco Finesse, Nortel, Shoretel, Avaya, Qwest/Century Link

Education

Work experience

2024Present

IT Helpdesk maanager

Takkion
  • Implemented management of service desk process.
  • Introduced formal ticket dispatch process
  • Designed and launched customer support portal
20132024

IT Support Manager

Comcast
  • Oversaw development of back-line service desk team into an operations desk with responsibility for systems administration, system monitoring and end user support
  • Conducted weekly meetings and annual summits to maintain team cohesion and continuity for virtual team with remote technicians in 4 midwest and west cities.
  • Coached 3 employees to career advancement via promotions to other departments  
20092013

Help Desk Manager

Pearson eCollege
  • Manager on a staff of 3 managers creating strategy and overseeing daily operations for an 100 person local call center as well as 250 remote staff.
  • Collaborated with fellow managers and peer departments to introduce new 2 tier strategy for maintaining support levels while adapting to strategic changes.
  • Maintained direct reporting employees in Denver, Indianapolis, and Boston.
  • Managed remote teams in Boston, Glenview, India, and the Philippines.
  • Improved employee job morale and performance through the implementation of a metrics based scorecard system, and an employee recognition program.