Lisa B. Email & Phone Number

I have a strong background in IT Service Management adhering to ITIL best practices. I'm keen on implementing standards and processes that ensure an excellent user experience while ensuring efficiency in the IT department. I currently work as the IS Desktop Support Supervisor at American Pacific Mortgage, where I lead a team of dedicated and skilled technicians delivering onsite support aside our Tier 1 MSP supporting the IT needs of over 2,000 employees across the country. I ensure the company policies and procedures are adhered to while also ensuring our end users are happy.My passion is solving problems. Whether that be identifying the root cause of a persistent issue and recommending/implementing a solution or automating manual tasks. I love to get to the bottom of it.In my current role, I am responsible for ensuring the quality and timeliness of IT services, hardware asset management, and conducting process gap analysis on a daily basis. I also leverage my seasoned skills in technical support and problem management to troubleshoot, resolve, and fulfill various IT requests and incidents. I have successfully recommended and implemented several initiatives to enhance the IT request workflow, reduce escalations, and increase the user satisfaction and retention. I enjoy collaborating with my team and other stakeholders to deliver innovative and effective IT solutions that align with the organizational goals and vision.

Listed skills include Dameware, Oracle Enterprise, Powerpoint, Windows Server, and 47 others.