Spring Moffitt Email & Phone Number

Phoenix, Az

IT ServiceDesk Analyst III (Aug. 2019- present)• Manage the call queue distribution and actively monitor Tier 1 and 2 activity for schedule adherence and discern when guidance is needed• Provide a point of escalation for analysts seeking support or complaints from end users• Create, develop, and delegate resources and workloads for members on multiple specialized teams• Identify, coordinate, and communicate major incidents based on trends• Foster inter-shift, team, department, and company engagement through diverse avenues such as facilitating weekly shift team meetings, steering an engagement team promoting virtual interactivity, and contributing to a bi-weekly team newsletter• Regular collaboration with ServiceDesk leadership to develop and implement strategic plans for addressing new or continuing challenges• IT project assignments that ensue achievement of established milestones such as creating ServiceDesk SOPs and laying out a training pathway for Tier 1 to Tier 2• Encourage and concoct creative solutions to promote continuing education, knowledge sharing, and improve processes that can impact the end user’s experience with ITIT Service Desk Analyst II (2017- 2019)• Contribution and management of the ServiceDesk knowledge base • Auditing of calls to discover gaps in technical knowledge and verify compliance• Written and verbal communication of outstanding trends, problems, or changes across shifts • Actively monitor server and network health, coordinating escalations for critical issues• Reporting for SLAs and performance statisticsHelp Desk Technician (2015-2016)• Coordinated with other IT teams to support end users through the company merger by prioritizing severity and analyzing root causes to determine the best escalation process to resolve problems and educate users about new or changed systems

Tempe

Instructional Designer (2013 – 2015)• Designed and created diverse types of training materials used across the enterprise in multiple call centers• Collaborated with trainers and supervisors to balance need for training with head count available to address customer needsQuality Assurance and Training Lead (2009 – 2012)• Spearheaded a team focused on improving customer interactions through refining the quality of training and feedback to support analysts• Created onboarding training curriculums for a variety of job categories with varied training time lengthsQuality Assurance and Trainer (2008 – 2009)Technical Support (2007 – 2008)

Phoenix, Arizona Area

• Assisted customers with getting started with web hosting services• Troubleshooting in a variety of web services including web files, databases, email, and DNS• Advised small business owners how to improve their web presence

Phoenix

Systems Support Level 2 (2013 – 2015)• Provided end user application support through problem analysis and identifying root causes to achieve first call resolutions or proper escalation of issues• Triaged and prioritized incidents, effectively utilizing tools to assist users with accessComputer Operations (2007 – 2013)PBX Operator (2003 – 2007)

Phoenix, Arizona Area

Massage therapist, Herbal and alternative medicines.

Phoenix, Arizona Area

Field agent for first time home loans, mortgages, personal loans, and life insurance policies. In home interviews and financial evaluation.

Phoenix, Arizona Area

• Evaluated demographic and financial data to determine eligibility for state funded Medicaid programs• Researched private, municipal, and federal databases to determine accuracy of information• Managed a case load of more than 600 new and renewing applicants

Phoenix, Arizona Area

Shift Supervisor (2003-2005)• Managed a shift of 12 employees coordinating breaks and positions based on call center volume • Entered and edited accounts on Startel systems by adding key information about medical facilities and programming dialing systems to send out text messages• Handled escalated call situations from patients , doctors, and medical facilitiesCSR (2000-2003)• Handled emergency medical message taking and dispatching • Coordinated surgical cases with anesthesia specialists, surgeons, and facilities

Greater San Diego Area

Greater San Diego Area

Team Lead (1999)• Managed a shift of 5 employees coordinating breaks and assigning positions based on team dynamics and strength• Responsible for opening / closing the store including inventory prep and ordering• Processed daily financial reports and cash register moneyTeam Member (1996-1998)• Supported store goals by providing fast, accurate, and friendly customer service

Greater San Diego Area

Education record

Certificate Of Completion, Therapeutic Massage

Associate, Business Admin

Diploma, General Education

Activities and Societies: Poetry Club, ROTC, Chief of Administration and Record Keeping, Captain of the Varsity Rifle Team