Will Moore Email & Phone Number

As a seasoned Service Desk Analyst with over 12 years of experience in the IT industry, I bring a proven track record of providing exceptional technical support and problem-solving skills to ensure seamless operations for organizations. With a strong focus on customer satisfaction, I have consistently maintained a resolution rate of over 90% for incoming tickets, exceeding departmental KPIs.My expertise lies in efficiently managing service desk operations, including incident management, request fulfillment, and user support. I have successfully implemented process improvements that resulted in a 20% reduction in ticket resolution time, leading to increased productivity within the team.I possess advanced knowledge of ITIL best practices and have actively contributed to the implementation of ITSM frameworks within my previous organizations. Through my analytical abilities, I have identified recurring issues and implemented preventive measures, reducing incidents by 15% year-over-year.Additionally, my proficiency in utilizing service desk tools such as ServiceNow and Remedy has streamlined workflow processes and enhanced ticket tracking accuracy. I am adept at creating detailed documentation and conducting training sessions for end-users to promote self-service options and reduce dependency on the service desk.With over 12 years experience in Information Technology and multiple certifications in IT service management, I am committed to delivering high-quality support services while continuously seeking opportunities for professional growth and development.

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  University Of Toronto - Woodsworth College

  English Lit.