Extensive experience in end user support environments including varying levels of supervisory experience. Supervised the work of Service Desk Analyst I and Service Desk analyst II positions. Experience with training as well as development of knowledge base content. Well versed in managing customer perceptions and building strong relationships with clients as well as other departments across the enterprise. A superb attention to detail necessary for identifying and reporting trends in incoming calls and tickets.Familiar with ITIL, several ticket tracking applications (Remedy, CA Service Desk, Jira, Ivanti Web Desk, to name a few), Microsoft Windows, Microsoft Office, O365, Active Directory, SAP, Workday, SuccessFactors, Quest Password Manager, Bomgar, LogMeIn, CA Support Bridge, Dameware, Skype for Business, WebEx and other industry-standard applications.
Listed skills include Active Directory, Itil, Sharepoint, Windows Server, and 6 others.