I’m a tech-savvy service desk leader inspiring high-performance teams to achieve exceptional outcomes in incident management, service requests, and asset management. I create and implement departmental policies and procedures that streamline response times, including the proactive review of client networks and systems to address issues before they impact operations. In fact, in my most recent role, I reduced resolution times by 25% doing exactly that. My strategies are based on data, using KPIs and other metrics to create a plan that prevents incidents and reduces costs.With this approach, I’ve standardized laptop and desktop usage to reduce the complexity of IT support, I’ve trimmed calls into Tier 2 support by 50% with the upgrade of Knowledge Base materials.My passion for staff development and user training has also yielded great results. I’ve designed training programs to assist end-users in ramping up on Windows 10 platforms. Additionally, I’ve developed curriculum to support the onboarding of a globally dispersed, outsourced Tier 1 team (which was up and running in 6 months).My areas of technical expertise include the following:DHCP/DNS network troubleshooting, Office 365 Administration, Microsoft Azure, Active Directory, VMware, Microsoft Exchange, SharePoint, MS Office, Mac OS Catalina/Big Sur/Monterey, Adobe Suite, OKTA, Zoom, MS Teams, Meraki MDM, ITSM, Aruba Central, SolarWinds, VSphere, HP laptops and desktops, licensing, and Windows migration.If you’re interested in networking with an enthusiastic IT Service Desk leader, please reach out to connect.