I am an experienced Technical Analyst and Help Desk Leader. I have worked with end users in highly regulated and globally dispersed environments. My technical capabilities and strong communication skills enable me to build high-impact teams that exceed end user expectations.My prior experience in the US Navy and Naval Reserves provided me with the discipline and leadership to support the success of others. I apply those strengths to each initiative that I tackle today. As a result, I was able to lead my team to a dramatic increase in the performance of the team to its SLA. I did that by implementing processes and applying data insights to maintain alignment with the expectations. I also pitched in wherever needed to ensure that my team could be successful. I am always eager to expand my professional network. Let's connect and explore how we can collaborate for mutual success.Some of my professional achievements include:• Exceeded IT service desk KPIs by consistently maintaining a high customer satisfaction rating.• Implemented process optimization strategies resulting in cost savings and double digit increase in the IT help desk productivity.• Reduced downtime and improved reliability through the leadership of upgrades in hardware and software for end users in highly regulated environments. • Transitioned team to Agile methodologies to reduce the project delivery time and enhance the capabilities of the team.Capabilities:IT Service Desk ManagementProject ManagementProblem managementCustomer Satisfaction Enhancement Agile Methodologies ImplementationTech Stack: Charewell, Case, ServiceNow, JIRA, Service Management Tools (multiple), Microsoft Suite, Windows, MacOS, iOS, Android Mobile Devices, Intune, Mobile Device Management, Mobile Application Management
