As an IT End User Experience Team Lead, I am committed to enhancing user support and operational efficiency through innovative technology solutions. In my current role, I manage and serve as the product owner of our Internal Enterprise Virtual Agent, Barista, supporting a workforce of over 1,000 employees. I successfully on-boarded Barista, leveraging its capabilities to streamline End User Support from both IT and HR perspectives.Key responsibilities and achievements include:- Product ownership of our Internal Enterprise Virtual Agent, Barista, successfully implementing and optimizing its capabilities to streamline IT and HR support processes.- Data-driven performance analysis of digital workplace tools, developing KPI frameworks and generating actionable insights to guide strategic decision-making.- Design and delivery of comprehensive training programs and communication strategies to enhance employee adoption of new technologies.- Oversight of digital adoption platforms to maximize tool utilization and improve the overall digital employee experience.- Continuous monitoring and optimization of end-user support systems, ensuring alignment with evolving workplace needs and technological advancements.

As a Service Desk Team Lead, the role was the first point of escalation for the IT Service Desk. As well as creating and maintaining processes and procedures to ensure efficient and effective operations of the service desk. I conducted regular team meetings and one-on-one sessions to provide feedback, coaching, and training to team members. As a Team Lead it was my responsibility to manage the team's workload and resource allocation to ensure that service desk operations was running smoothly. Additional responsibilities were: - Identifying areas for improvement and implementing solutions to increase the efficiency and effectiveness of the service desk. - Maintaining a high level of customer satisfaction by ensuring that all end-users receive prompt and courteous service.- Collaborating with other IT teams to ensure that issues are escalated and resolved in a timely manner.- Staying up-to-date with the latest technologies and trends in the IT industry to ensure that the service desk is using the most effective tools and processes.- Ensuring that all support tickets are appropriately documented and resolved within the defined service level agreements (SLAs).

My primary responsibilities in this role were providing professional and efficient desktop support and customer care in a medium-large-sized enterprise environment. A strong customer service mindset and advanced knowledge of Mac and PC troubleshooting is key to succeeding in this role. I was also the first escalation point and technical mentor for junior and mid-level technicians on the team.

In my position as Service Desk Analyst, my responsibilities include providing first level desktop support for end users with courtesy and enthusiasm for all Montage and Pendry properties as well as corporate HQ via phone, remote tools and desk-side assistance. Different troubleshooting may be required based on user’s configuration.

In my position as an Accounts Payable Clerk all responsibilities were to be performed with attention to detail and the utmost courtesy. I received various requests daily from both vendors and the properties and would answer them promptly and courteously. My weekly tasks included ensuring payments to all vendors were performed correctly and on time. Additional responsibilities included processing out all invoices supplied by the properties as well as reconciling all statements provided by our vendors.