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Experienced Service Desk Operations Manager with a demonstrated history of working in the information technology and services industry. Skilled in Service Desk, Incident Management, Service Delivery, Managed Services, Technical Support and ITIL / Continuous Service Improvement.
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Manager, Service Desk OperationsAspirehrDallas, Tx, Us
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Manager, Service Desk OperationsAspirehr Sep 2022 - PresentAddison, Tx -
Ams Bpo Operations ManagerRightstone Mar 2022 - Sep 2022Addison, Texas, United StatesDelivering the power of the Cloud and Human Experience Management (HXM) for your organization with a focus on employees first. -
Small Business OwnerLong Dog Wood Design Jun 2019 - Mar 2022Dallas-Fort Worth Metroplex
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Senior Operations ManagerFujitsu Americas Jun 2016 - Apr 2019Richardson, Texas, United States• Responsible for all North American Service Desk and NOC Operations which included near shore and offshore locations.o 100+ member teams in North Texaso 50+ member teams in Quebec, Canadao 50+ member teams in San Jose, Costa Ricao Digital Workforce – worked with automation and AI teams to automate Service Desk break fix task, delivering more value, and lowering cost.• With these teams we delivered outstanding service desk support as a service for over 10+ Fortune 1000 companies handling over 30k monthly incident volumes.• Implemented and executed on numerous ITIL based service level improvements for each of our clients focused on improving KPI’s and end user satisfaction.• Established robust reporting and communication channels to deliver daily / weekly business reporting and leadership briefs both internal and client facing.• Was the central interface to most aspects of the business relative to software, hardware, network, and overall technology performance issues.• Responsible for multiple complex P&L’s regarding overall budgeting, accounting, and YoY improvement.• Responsible for technical enhancements, new equipment, software, policy, and procedures relative to Service Desk / NOC operations.• Began implementations for a new Digital Workforce offering including AI and service automation. -
Senior Manager, Service Desk OperationsFujitsu America, Inc. Aug 2006 - Jun 2016Richardson, TxOperations manager responsible for the weekly / monthly service desk operations.• Ensured SLA’s were consistently being met or exceeded. • Weekly meetings with clients to review service desk performance, areas of concern, opportunities of improvement, cost savings, customer service performance and improvements. • Developed and implemented various cost saving and customer service improvement plans. • Educated clients about innovative technologies for service improvement and customer satisfaction areas of concern. • Responsible for overall Incident Management / Service Desk management.• Partnered directly with customer IT and development teams to share and review top failure points affecting end users and causing service desk incident volumes.
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Service Desk LeadFujitsu Americas 2004 - 2006Frisco, Texas, United StatesTeam Leader for individual service desk client overseeing the day-to-day operations and service levels of 15 service desk analyst. • Responsible for SLA attainment of team as well as WIP and daily reporting.• Maintained knowledge base articles, reports, and customer service performance of a high-volume technical support team.• Wrote and delivered weekly / monthly team schedules that I build utilizing Erlang C call handling modeling.
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Senior Service Desk AgentFujitsu Americas 1999 - 2004Dallas, Texas, United StatesResponsible for handling high inbound call volume handling technical support issues related to POS equipment, software systems and network systems for numerous customers. • Ensured each incident was logged in incident management system and either resolved or appropriately escalated. • Was responsible for call handle times, first time fix resolution and overall customer service engagement.• Participated in knowledge management, created numerous knowledge base articles and training documents as part of my own technical discoveries.
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Service Desk TechnicianTime Space Internet 1998 - 1999PC Hardware Technician
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Service Desk TechnicianStream Global Service Inc May 1998 - Aug 1998Network support analyst
Wesley Vincent Skills
Frequently Asked Questions about Wesley Vincent
What company does Wesley Vincent work for?
Wesley Vincent works for Aspirehr
What is Wesley Vincent's role at the current company?
Wesley Vincent's current role is Manager, Service Desk Operations.
What is Wesley Vincent's email address?
Wesley Vincent's email address is we****@****one.com
What is Wesley Vincent's direct phone number?
Wesley Vincent's direct phone number is (408)-746*****
What are some of Wesley Vincent's interests?
Wesley Vincent has interest in Environment, Poverty Alleviation, Science And Technology, Human Rights, Animal Welfare.
What skills is Wesley Vincent known for?
Wesley Vincent has skills like Service Desk, Service Delivery, Itil, It Service Management, Computer Hardware, Service Management, It Management, Incident Management, Help Desk Support, Sla, It Operations, Network Administration.
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