David L. Email & Phone Number

• 19 years as Helpdesk Lead and Desktop Lead support• 13 years as System Administrator supporting Infrastructure environment (Servers support, Network monitoring, System Backup, and Disaster Recovery Planning)• Implementation: Processes and streamline the way Helpdesk and Desktop support end-users with more effectiveness and efficiency, focus on end-user relation assurance, and reduce Helpdesk tickets SLA• Improvement: Continuously reviewing SOP, SOW, SLA, RFP, ROI, and KPI• Urgency: Ability to effectively prioritize and execute tasks with an appropriate sense of urgency in a high-pressure environment; multitask and retain information quickly to handle multiple issues at the same time• Analytical: Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures• Problem Solving: Identifies and resolves problems promptly; gathers and analyzes information from data or other available resources• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy, thoroughness, and detail-oriented• Customer Service: Response promptly to customer needs; solicits customer feedback to improve service; follow-through and follow-up method; customer focus• Technical Skills: Strives to continuously build knowledge, skills, and educational learning and training; shares expertise with others• Team Work: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members • Professionalism: Tactfully approaches others; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; folloo through on commitments• Organization Skills: Prioritizes and plans work activities; uses time efficiently; plans for additional resources • Business Acumen: Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals (ITIL)