• Primary responded to all production system issues as well as customer requests, and technical support.• Thoroughly investigated all customer facing issues as they are reported and provide report prior to escalation of the issue.• Monitored the progress of events and supplied the client, partner, and/or internal teams of appropriate status updates in a timely manner.• Worked with internal teams to resolve complex issues within specified Service Level Agreement (SLA) timeframes.• Managed Incident notifications for clients, partners, and internal teams within specified SLA’s.• Performed basic systems troubleshooting and managed coordinating with internal teams as needed.• Monitored all production systems and proactively addressed issues.• Participated in tracking and prioritization of technical support tickets.• Ensured that all relevant shift events are documented and verbally communicated to the next shift and appropriate parties.• Monitored and reported on SLA violations.• Communicated with partners, clients, and internal teams comfortably over the phone, email, or ticketing system using most appropriate medium for the situation.• Followed established guidelines, policies, and procedures as required.

• Served as the IT department’s central point of contact for all employee and vendor hardware or software issues, questions and IT service requests, providing outstanding customer service.• Maintained a broad understanding of the IT organization• Provided tier 1 technical assistance and support for incoming queries and issues related to IT systems, following documented troubleshooting procedures• Responded to all high severity incidents, following established procedures• Analyzed and responded to service requests for hardware, software, and user accounts following defined processes and documented requirements• Administered approved access for user accounts and applied security policies for employees and vendors in Active Directory and other systems• Installed computer software on production desktop devices• Developed technical knowledge base articles and kept the knowledge base current• Mentored and trained team members• Collaborated with other teams on projects or special assignments as assigned

The Help Desk Supervisor is responsible for overseeing day-to-day operations within the help desk area along with coordination of training and development for all Help Desk Analysts and Seniors within the Help Desk. The Help Desk Supervisor is also responsible for reporting statistical information regarding service levels to the Help Desk Manager, Sr. Manager and the Director of IT Support. The Help Desk Supervisor also acts in a 3rd level support capacity for all teammates of the help desk addressing all support issues that are not resolved at the analyst and/or senior level. Requires supervision of Help Desk Analysts, Help Desk Seniors and Help Desk Lead positions.

• Troubleshot, resolved and escalated customer issues, for which Service Desk Professionals and Specialists are unable to resolve• Provided feedback to customers (and other appropriate Teammates) through to resolution of such issues• Demonstrated solid understanding of DaVita's proprietary applications• Demonstrated solid understanding of all support teams within DaVita IT Support• Demonstrated solid understanding of ITSS operations and day-today processes and procedures• Demonstrated DaVita's Core Values• Performed required supervision of Service Desk Professionals and Specialists• Demonstrated leadership principles and acts as a role model for Service Desk Professionals and Specialists• Appropriately tracked customer or other Service Desk operational issues and follows up as needed• Ensured appropriate level of engagement from the Service Desk with Major Incident and Problem processes• Tracked and maintains aging open incidents for the Service Desk• Identified resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary• Managed Service Desk coverage and makes changes as needed to shift hours, staffing etc.• Demonstrated solid understanding of support organization in relation to DaVita IT as a whole• Knowledge of ACD call routing and queue assignment• Assisted with on-boarding of new teammates• Reviewed performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions• Offered feedback with performance appraisals and compensation for Service Desk Professionals/Specialists

• Answer the helpdesk line and record the call in an automated request system.• Creates and maintains documentation of common problems/errors on the functionality of the custom applications. • Uses standard and specialized reports on automated systems. • Provide assistance to others in low call volume times.• Primary support and contact for the Reservation Resource System used to book Check out equipment such as Laptops, Projectors and Video Teleconferencing. Responded to all requests for hands on assistant with equipment.• Primary support for Cisco Phone & Avaya System. Add, Remove, and Change phone requests as requested.• Primary manager of all Work Orders (Change Requests) assigned to the Helpdesk. Assigned tasks and performed requested work managing the life cycle of the request.• Managed all equipment rollouts (refresh of equipment) to replace end of life assets.• Back-up Asset Management (CMDB) manager.• At times, high paced environment, especially responding to emergencies such as Severity 1 and 2 incidents.• All other duties as assigned.

Serves as first point of contact between end-users (employee and contractors) and greater IT organization. Respond to all employee requests for technical help, by telephone or email request. Troubleshoots and resolves issues. Provide initial incident support with a goal of (80%) of calls resolved on first contact

Title: Service Desk ManagerControlled the process of ensuring accurate and timely technology support and problem resolution to internal and external customers. I was responsible for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and assisted in the implementation of desktop hardware and software. Supervised and coordinated the activities of workers who provide problem solving support. Enforced system and network security procedures and assured all service level agreements were met. Reviewed multiple incident queues on a regular basis and reported outstanding issues to other departments, management and team members. Implemented policies and procedures to identify, receive, document, distribute, and correct issues.TITLE: Service Desk Supervisor.• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. • Facilitate a variety of meeting types including brainstorming, planning, design, discovery, and decision-making sessions. • Handle and manage multiple priorities and projects. • Diagnose and troubleshoot problems seen while monitoring production sites. • Follow escalation procedures and communicate issues clearly to technical and non-technical individuals. Work with our system and software engineers to provide technical support. • Maintain status of computer/customer related problems in trouble ticketing system.• Assure all SLA agreements are met.• Enforce system and network security procedures. • Drive improvements to our tools, products and operations based on customer and team member feedback. • Participates in creation and maintenance of policies and procedures.• Provides training to shift on new procedures, policies and technology/applications. .

Contract position with Starbucks Coffee Company acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and roasting plants globally.

Duties: Contract position to AT&T Wireless answering phone calls and emails in an inbound call center environment providing over the phone support for Networking (RAS, VPN, Ethernet, etc.), Hardware, Operating Systems, POS Tier 2, Customer Service, and password reset assistance for all internal AT&T Wireless employees, including both Direct and Indirect Sales persons in North America. Create and escalate tickets for issues not resolvable via remote sharing connection software (NetMeeting, SMS, pcAnywhere, VNC, etc.) or by a password reset, and assign to appropriate Tier 2 or 3 groups.

Long Term Contract to the County of Los Angeles’ Department of Children and Family Services. Supporting but not limited to IBM Global Services’ Child Welfare Services / Case Management System application. (A State mandated & fully funded Child Tracking database system)Respond to calls and emails and provided initial desktop support to clients. Assess nature of computer related malfunctions. Determine the severity, priority and appropriate routing of specific problems and assist in the scheduling of resolution. I place calls to the County’s ISD Helpdesk in Downey, CA to create and escalate tickets that need to be sent to additional support personal to resolve problems. Follow-ups to make sure the repairs have been completed, and the users are back up and running. Receive requests for assistance from Application Trainer Mentor, County Office Administrator, Children Social Worker's and Supervising Child Social Worker's staff on problem cases. Discuss problem with staff, analyze case status, and document problems reported.

Long Term Contract to the County of Los Angeles’ Department of Children and Family Services. Supporting but not limited to IBM Global Services’ Child Welfare Services / Case Management System application. (A State mandated & fully funded Child Tracking database system)Respond to calls and emails and provided initial desktop support to clients. Assess nature of computer related malfunctions. Determine the severity, priority and appropriate routing of specific problems and assist in the scheduling of resolution. I place calls to the County’s ISD Helpdesk in Downey, CA to create and escalate tickets that need to be sent to additional support personal to resolve problems. Follow-ups to make sure the repairs have been completed, and the users are back up and running. Receive requests for assistance from Application Trainer Mentor, County Office Administrator, Children Social Worker's and Supervising Child Social Worker's staff on problem cases. Discuss problem with staff, analyze case status, and document problems reported.

Performed over the phone troubleshooting and problem resolution for PC and Macintosh environments. Recommended hardware and software replacements to customers. Cooperated with multiple departments to strive for complete customer satisfaction, including scanning of rebates to be placed on Zones' web site. Instructed sales representatives in requested areas of PC and Macintosh operations. Handled overflow calls from Customer Service Department.