Profile
Results-driven Service Team Manager with a strong track record of leading high-performing teams and delivering outstanding results for internal and external customers. Passionate about business success through effective team leadership, customer satisfaction, and a collaborative team culture.
Experience
MSP (2018-Present)
Service Team Manager
- Lead a team of 10 Service Desk members, ensuring SLAs are consistently met.
- Manage escalated support tickets to maintain client satisfaction.
- Train and mentor team members through coaching and task delegation.
- Work closely with vCIOs to address client feedback and resolve critical issues.
- Identify productivity challenges and recommend improvements in training, processes, and engagement.
- Ensure client systems align with industry best practices and specific needs.
IT Support Specialist II August 2020 – January 2022
- Performed on-site visits for equipment setup and troubleshooting.
- Assisted with technology-related moves, additions, and changes.
- Configured and maintained desktop software and hardware, including Windows, Mac, and Microsoft Office.
- Diagnosed and resolved PC/Mac and network infrastructure issues remotely.
- Collaborated with third-level support for server-related issues.
- Documented solutions and developed user guidelines.
IT Support Specialist I August 2018 – August 2020
- Provided on-site and remote IT support for clients, including hardware and software setup.
- Resolved networking, printer, and PC/server hardware issues.
- Developed expertise in Azure, Windows Server, Office 365, and VMware.
- Maintained detailed documentation for future reference.
Taco Bell HQ (2017-2018)
Service Desk Analyst
- Provided technical assistance for computer systems, software, and hardware.
- Diagnosed and resolved LAN, WAN, and other network-related issues.
- Conducted remote troubleshooting and followed up on outstanding cases.
- Coordinated with vendors to resolve hardware and broadband issues.
IT Company (2016-2017)
Logistics Coordinator
- Provided first-level support for over 100 Steve Madden stores as a remote help desk.
- Installed, modified, and repaired computer hardware and software.
- Tracked and escalated technical issues to appropriate resources.
- Maintained accurate documentation and ensured timely ticket resolution.
Education
- Associate Degree in Computer Information Systems
Skills
- ConnectWise Automate & Manage Customer Service
- BrightGauge & Data Analytics Attention to Detail
- Communication & Documentation Client Relationship Management
- Troubleshooting & SLA Management SLA & KPI Management
- Training & Mentorship Microsoft 365 & Google Workspace
