MSP Operations Virtuosa / Harmonizer of Tech & Client Relations

Service Desk Manager/Technical Support Manager

Energetic, dependable leader and team builder. Versatile Information Technology professional with a proven ability to work with, and satisfy, both internal and external customers by providing timely, appropriate responses that meet or exceed their needs, while meeting business objectives and corporate directives. Excellent motivational, communication, and team-building skills focusing on outstanding team performance and enhanced cooperation between departments and individuals. Demonstrated talent for identifying, troubleshooting and resolving issues based on wide-ranging technology experience.

Areas of expertise include:

• Customer Satisfaction
• Cost/Benefit Analysis
• Vendor Relations
• Service Level Agreements
• Response Time Management
• Strategic Planning
• Best Practices
• Team Leadership/Team Building

PROFESSIONAL EXPERIENCE

MSP (2021-Present)
Service Desk Manager

• Manage day-to-day service desk operations, staffing needs and requirements, ticket assigning and tracking, issue escalation and resolution, and customer service satisfaction.
• Manage Service Desk team including in-office, work from home, customer site and dispatch desktop support staff providing Tier I – III support for 70 companies (3500 end points).
• Design, document and implement processes and procedures to distribute, process and resolve customer requests, dispatch and other issues.
• Hire, mentor, discipline and when necessary, terminate Service Desk team members. (12-16 members).
• Provide daily guidance for ticket processing, communication and resolution. Schedule, track and manage time off and time reporting for team. Regular ticket reviews & 1:1s. Annual review & raise/bonus decisions.
• Regular interface and communications with other company teams (Projects, Accounting and Account Management) to provide clear and consistent customer experience and billing documentation.
• Avg: 1500 tickets per week 2 hr response time 3.5 hour resolution time
• Manage vendor relationship with company NOC and After-hours service
• Member of the company Lead team (leadership/strategy)

Large MSP (2019-2021)
Contracted: Manager – Service Desk

• Manage daily operations, staffing, ticket tracking, problem resolution, and customer service improvement.
• Implement processes and procedures to consistently and effectively resolve or reassign requests.
• Develop procedures for standardization of ticket information in tickets.
• Update and supplement Knowledge Base articles used by the Service Desk and entire IT department.
• Coordinate with other IT groups (Clinical, Applications, Network, Telecom and Desktop Support) to document first level troubleshooting steps for all requests.
• Improve first call resolution statistics from 27% to 75% – Improve Abandoned rate from 32% to 5%.
• Design and implement reporting spreadsheets on Call/Ticket Volume, Abandon rate, Time to answer, Call length, After call time, etc., by YTD, Quarterly, Monthly, Weekly and Hourly measurements.
• Design/implement process/procedure to improve performance, communications and accountability.
• Update, track and document Customer Satisfaction Survey. Monthly satisfaction of 94%.
• Serve on Change Advisory Board.
• Responsible for hiring/disciplinary action/terminations for Service Desk. Hold bi-weekly meetings with team. Hold team training and team building activities.

Same MSP (2019-2019)
Consultant / Service Desk

• Perform Assessment and Gap Analysis for Service Desk process/procedure and workflow within IT
• department, resulting in a 45-page in-depth document presented to Director and C-level staff of organization.
• Service Desk provides first level support for network of 3 hospitals, 45 urgent cares sites and doctor’s offices.
• Develop document outlining steps to bring current performance levels to best practices and industry standards. Suggestions identified as short/medium/long range activities for effective improvement.
• Interview all team members, supervisors and managers, along with members of other IT departments to provide internal and external perspectives.
• Review all existing processes, documentation, workflow, etc. to determine areas of focus.
• Interact with team members on daily basis, identifying issues and improving team morale.
• Begin implementation of suggested steps as approved by management, i.e. building knowledge base.

Same MSP (2015-2018)
Contracted at a different client: National Desktop Manager

• Manage all Desktop Support team members (16 technicians, 1 engineer), responsible for support in 9 offices across the country. Support includes hardware break/fix, software installs/remediation, new hires/terminations and provisioning for desktops, laptops, mobile devices, and desktop phones – both networked and remote.
• Support also includes A/V support in remote offices and providing maintained training machines. Manage all reported incidents, tasks and requests to meet, or exceed SLAs through ServiceNow ticketing system. Maintain strong working relationships with all departments within IT, contributing to and developing department processes and procedures. Manage hardware and asset tracking for all Desktop related inventories. Manage full budget responsibility for all desktop/laptop and accessories for IT department.
• Conduct daily touchpoint meetings between Desktop, User Support and Engineering teams to identify any potentially large or unusual issues or trends.
• Manage IT department Problem Management team to identify, strategize and resolve firm wide trends, issues and problems.
• Manage desktop/laptop image updates and improvements, cutting imaging time from 4+ hours to 1. Improve success rate of software deployments through SCCM reducing resolution rates and times.
• Contribute and participate in all management meetings – weekly Manager meeting with CIO, 1:1 with CIO, weekly Change Control, weekly Project Management, and any Special projects.
• Maintain internal IT SharePoint webpage regarding known issues/problems and resolution ETAs.
• Provided major contributions to the firm wide roll-out of new UC system. Including, but not limited to, deploying and testing of phones at the deskside, installing Jabber on desktops and mobile devices, deployment of routers and phones for home offices, and tracking/budgeting/RMA of physical phones.
• Monitor and report on Customer Satisfaction through survey responses to meet SLA of 4.0 out of 5.(Consistently at 4.75 or above)
• Participate in all QBRs at various sites. Provide PowerPoint presentations reporting statistics, trends and accomplishments of the Desktop team contributing to IT’s overall success.
• Responsible for hiring/firing/disciplinary actions for Desktop Support team including timecard approvals, mentoring, development and compensation/incentives. Travel to offices 2 times a year to work with remote Desktop team members and other groups.
• Develop and maintain relationships with C-level executives and partners (including COO and CFO), often meeting 1:1 to discuss any issues and upcoming initiatives in their department. Meet regularly with Training Department, Word Processing and Office Administration teams.
• Manage 3rd party vendor relationships for system monitoring, rollouts, hardware and staffing, including PCM, Toshiba and Dell. 

Marketing Company (2011-2012)
Client Services Manager

• Managed technical support for all corporate users (650+) at 7 primary locations and home-based nationwide.
• Support included hardware/software for desktops, laptops, Macs, mobile devices, desktop phones, network and remote access, and MAC requests. Managed tracking, assignment and resolution of tickets (Service Desk).
• Responsible for the purchasing, configuration, deployment and tracking of hardware/software for all users.
• Managed budget and Capital Expense for all purchases. Escalation point for all team and customer concerns.
• Interfaced with all IT departments, (networking, web support, etc.) to improve TTR and customer satisfaction.
• Implemented Helpdesk phone number and email to allow employees the ability to submit requests by phone and email. Implemented and maintained staffing of Helpdesk phone support by desk side technicians to provide live response and enable 1st call resolutions.
• Designed, conducted and analyzed corporate wide customer surveys for insight into customer satisfaction, customer needs, impact of new technologies, etc.
• Identified end-of-life desktop equipment and purchased and deployed units within budget, changing hardware refresh cycle from 7 years to 4.
• Restructured purchasing process and procedures to procure new equipment from VAR rather than directly from manufacturer. This provided for competitive pricing structure resulting in corporate savings of 10-12% for computer and computer related purchases.
• Designed, published and distributed IT tri-fold providing new and existing employees with Helpdesk contact information, instructions for phones, logins, and information for frequently used web-sites.
• Constructed and implemented Customer Surveys to help identify customer service issues.
• Identified and executed team training/team building exercises and cross-training programs
• Researched, championed and garnered management support across multiple business units for KACE
• K1000 and K2000, providing visibility and tracking of all corporate hardware and software. This results in better life-cycle planning for equipment and cost savings and compliance for software licensing. Also allowed for automated patching and imaging of workstations.

 FOX – FNG, Los Angeles, CA 8/2010- 7/2011
Client Services Supervisor (contractor)

• Managed daily operations for Client Services, both the national Call Center (Helpdesk) and Western Region
• Deskside support. Provided technical services for corporate users at all levels and across business units.
• Tracked and managed ticket creation, assignment, life-cycle and resolution supporting 4000+ employees.
• Managed desk side support for 3 locations, including the Fox lot. Acted as an escalation point/facilitator for all team issues. Communicated with technical staff, both in the department, and across other departments, to reach problem resolution. Interfaced with corporate Purchasing Department for ordering, receiving and tracking of incoming hardware and software. Responsible for the hiring and firing of staff.
• Implemented changes to policies and procedures involving incident assignment and management to improve time to resolution.
• Documented and implemented guidelines for all team members for incident resolution, problem management, requests and customer interaction
• Implemented structure and documentation for new support requirements for non-employee application
• Performed additional duties to back-fill for Client Services Manager and Central Region Supervisor

MITSUBISHI MOTORS OF NORTH AMERICA

• Manager, Desktop and Dealer Support, Supervisor, Technical Support and Training

Real Estate Company

• Global Support Process Manager, Support Center Manager, Network Support Specialist/Trainer, Supervisor, Network Tech Support

SPECIAL EDUCATION/TRAINING

• Project Management
• Leadership Skills for Women