Ernest W. Email and Phone Number
With over 7 years of experience in IT support and project management, I am a customer-focused and versatile professional who can deliver high-quality solutions in various domains and environments. As a Help Desk Lead at MagMutual, lead a team of service desk specialists, providing guidance, support, and mentorship to ensure efficient resolution of technology issues. As a Certified ScrumMaster® (CSM®) and an Agile Scrum Master at United Circle of Love, I facilitate daily Scrum and Kanban stand-ups, coach and mentor team members and stakeholders on Agile principles and practices, and identify and mitigate project risks and issues.Some of the skills and competencies that I have developed and demonstrated throughout my career include: planning and prioritizing, team leadership and collaboration, problem-solving and time management, Jira and Confluence, Microsoft, Active Directory, ImageRight, Asset Management, Citix, On-Base, LSS, Oasis Test/Dev/UAT, Recycling Process, procurement, SpaceIQ, SCCM, Salesforce, BOX, Office 365, JAMF, AS400, Windows 11, and ServiceNow. I also hold certifications in Communicating with Emotional Intelligence and Time Management Fundamentals, which enable me to communicate effectively, empathize with others, and manage my workload efficiently. I am passionate about learning new technologies, improving processes, and delivering value to customers and stakeholders. My goal is to leverage my IT and Agile skills and experience to help organizations achieve their strategic objectives and vision.Planning, & PrioritizingTeam Leadership & Cross-Functional Team CollaborationAgileTeamworkProblem-solvingTime managementJira/ConfluenceScrumCollaboration and Communication: Collaborate with other IT teams and departments to facilitate the resolution of complex issues and the implementation of IT projects, and communicate effectively with stakeholders to provide updates and gather feedback.Implement and manage Service Desk ticketing systems (Service Now and Jira-Service Management) to accurately record and track service requests and issues.If you agree that my service would be an asset to your Company, I would very much like to meet you in person to learn more about your needs and your Company. Please feel free to email me at nas1st.518@gmail.com. Thank you in advance for your time and review of the enclosed resume, I look forward to speaking with you
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Service Desk Team LeadMagmutual May 2021 - PresentAtlanta, Georgia, Us• Lead a team of service desk specialists, providing guidance, support, and mentorship to ensure efficient resolution of technology issues.• Collaboration and Communication: Collaborate with other IT teams and departments to facilitate the resolution of complex issues and the implementation of IT projects, and communicate effectively with stakeholders to provide updates and gather feedback.• Implement and manage Service Desk ticketing systems (Service Now and Jira-Service Management) to accurately record and track service requests and issues.• Incident and Problem Management: Implement incident and problem management processes to ensure timely resolution of technical issues, root cause analysis, and preventive actions to minimize future occurrences.• Administer user permissions and installations through JAMF, ensuring compliance and security standards.• Manage user accounts, password resets, and access controls for network and enterprise applications.• Utilize CyberArk password management tool for secure service account password resets.• Ensure proper equipment recording, tagging, and software licensing enforcement.• Develop and deliver training sessions for employees, enhancing their technical skills and knowledge.• Administer and support Salesforce, Jira, Jira SM, and Confluence applications.• Facilitate data migration and updates in Salesforce.com using Data Loader.• Procure IT equipment for end-users, new hires, and special requests, tracking warranties and managing hardware refresh cycles.
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Service Desk Team Lead (Technical Support Specialist)Kavo Kerr Jun 2015 - Jan 2021Brea, California, Us• Team Leadership: Lead and manage a team of service desk specialists, providing guidance, support, and mentorship to ensure high performance and employee development.• Service Desk Operations: Oversee the day-to-day operations of the service desk, including ticket management, prioritization of tasks, and allocation of resources to meet service level agreements (SLAs).• Technical Support: Provide expert-level technical support to users, resolving complex issues and escalations, and serving as a point of contact for particularly challenging problems.• Customer Service: Ensure a high standard of customer service is maintained at all times, fostering positive relationships with users and stakeholders, and addressing any concerns or complaints promptly and effectively.• Process Improvement: Continuously review and optimize service desk processes and procedures to enhance efficiency, productivity, and customer satisfaction, leveraging best practices and industry standards.• Training and Development: Develop and deliver training programs for service desk staff to enhance technical skills, product knowledge, and customer service abilities, ensuring they are equipped to meet the evolving needs of the organization.• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) and metrics related to service desk performance, generate reports, and provide regular updates to management on service desk operations, trends, and areas for improvement.• Vendor Management: Manage relationships with third-party vendors and service providers, ensuring service level agreements are met, and coordinating vendor support as needed to resolve issues and implement solutions. -
Network AdministratorAnsafone Contact Centers Oct 2012 - Feb 2015Santa Ana, Ca, Us• Diagnose hardware and software problems, and replace defective components.• Perform data backups and disaster recovery operations.• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.• Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.• Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.• Perform routine network startup and shutdown procedures, and maintain control records.• Design, configure, and test computer hardware, networking software and operating system software.
Ernest W. Education Details
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Florida Technical CollegeNetwork And System Administration/Administrator -
Tallahassee State CollegeNetwork And System Administration/Administrator
Frequently Asked Questions about Ernest W.
What company does Ernest W. work for?
Ernest W. works for Magmutual
What is Ernest W.'s role at the current company?
Ernest W.'s current role is Service Desk Team Lead / Certified ScrumMaster® (CSM®).
What schools did Ernest W. attend?
Ernest W. attended Florida Technical College, Tallahassee State College.
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