PROFESSIONAL SUMMARY
Service desk leader with a track record of progressing from front-line support agent to Senior Manager over an 8-year span at a managed service provider supporting 200+ client accounts. Managed teams of up to 30 across L1, L2, Endpoint, QA, and On/Offboarding functions, sustaining 92-95% CSAT throughout. Led the Service Desk team through a company acquisition without disruption to service, and built a QA program that reduced onboarding errors through targeted coaching.
CORE COMPETENCIES
- Team Leadership & People Management
- Service Desk & Help Desk Operations
- CSAT & Quality Assurance Management
- Onboarding, Training & Coaching
- Escalation Management
- Process Improvement & Project Oversight
- AI Tools & Automation Fluency (Anthropic Claude Certifications)
EXPERIENCE
Managed Service Provider (Same as below) | SENIOR MANAGER, SERVICE DESK | APRIL 2025 TO JULY 2026
- Managed a team of 30 across L1, L2, Endpoint, Quality Assurance, and On/Offboarding following the Service Desk’s acquisition from Electric AI in April 2025
- Maintained a 95% CSAT rate across the Service Desk
- Oversaw the Endpoint team’s full migration of MDM systems
- Built a full QA process for all new onboardings to catch errors and provide coaching when needed
Managed Service Provider | SENIOR MANAGER OF SERVICES | MAY 2018 TO APRIL 2025
Senior Manager of Services (2023 – 2025)
- Promoted to Senior Manager of Services, overseeing the Help Desk organization
- Oversaw a team of 15 across L1 and L2 support
- Maintained a 92% CSAT rate
- Directed overall help desk service delivery and operations
L2 Manager (2019 – 2023)
- Promoted to Team Lead, then L2 Manager, responsible for managing the L2 support team
- Oversaw team performance, escalations, and service quality
L2 Support Agent / L3 Support Agent (2018 – 2019)
- Promoted from L2 to L3 Support Agent within the first year
- Provided escalated technical support and troubleshooting
K-12 Education | LEAD DESKTOP SUPPORT TECHNICIAN | FEBRUARY 2012 TO DECEMBER 2017
- Provided desktop support, hardware deployment, and troubleshooting across the district
- Managed iPad MDM deployment and administration
- Handled network troubleshooting and wireless AP setup
EDUCATION
ASSOCIATE OF SCIENCE, INFORMATION TECHNOLOGY
Private Technical Institute 2012
- 4.0 GPA – Valedictorian of the class
BACHELOR OF SCIENCE, COMPUTER ANIMATION
Private University 2006
