ServiceNow
MICHELLE DOUGLAS
Help Desk Supervisor
Saint Paul,MN
Summary
Efficient Help Desk Supervisor with 9 years of comprehensive experience in IT industry. Outstanding problem-solving and troubleshooting skills with superb leadership abilities. Effectively managed technically diverse staff through delivery of high-level, consistent and responsive help desk services.
Overview
1
1
Certification
3
3
years of post-secondary education
11
11
years of professional experience
Work History
Help Desk Supervisor
Regis Corporation
Edina, MN
12.2011 - 01.2020
- Decreased the average talk time through effective use of call handling techniques
- Analyzed ACD reporting stats and provided presentations for upper management
- Evaluated new projects and initiatives to enable the helpdesk to support a product or system upon release to the user base
- Created and maintained the helpdesk schedules, evaluated staff & responsible for interviewing and hiring of new staff
- Coordinated special projects relating to acquisitions, department moves, software and hardware deployment, and special training initiatives
- Maintained the policies and procedures of the helpdesk to ensure problem determination resolution methods were efficient
- Monitored and escalate problems to the appropriate resource to ensure adequate and timely resolution
- Responsible for maintenance and reporting of staff statistics
- Conducted coaching/training for the team to achieve team goals and organized team building events and methods of motivating the team
Help Desk Team Lead
Regis Corporation
Edina, MN
04.2011 - 04.2011
- Created and implemented incident review & quality assurance process for agent coaching
- Analyzed and created a procedure that improved the process that polled incomplete salon data to ensure accurate backend processing of stylist commissions and paycheck processing
- Reduced polling errors from several hundred incidents to lower than 20, and recognized by the CEO and IT Director
Help Desk Agent
Regis Corporation
Edina, MN
05.2008 - 04.2011
- Assisted salon employees with questions and issues pertaining to POS System, other salon technologies, and general "how to" questions
- Supported the salon network, infrastructure and processes, including: 6 different POS systems, back office workstations, handheld scanners, data processing, analog/DSL/VOIP phone lines, office printer/fax
- In charge of recalling the uploads of data that did not process
- In charge of backing up RS/600 software system
- Set up OPS discounts and maintained discount spreadsheet
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Compiled and accurately entered data for each customer encounter to record in system.
Education
Associate of Applied Science - Computer Networking
Northland Community And Technical College
East Grand Forks, MN 09.2001 - 05.2004
Associate of Applied Science - Licensed Practical Nurse
Northland Community And Technical College
East Grand Forks, MNAssociate of Applied Science - Licensed Practical Nurse
North Hennepin Community College
Brooklyn Park, MNSkills
Report analysis
undefinedSoftware
Cisco Supervisor and Finesse
Calabrio
RS/600
AS/400
Microsoft Office
Aurus
Certification
ACE Leadership Certification with Minnesota High Tech Association
Timeline
Help Desk Supervisor
Regis Corporation
12.2011 - 01.2020
Help Desk Team Lead
Regis Corporation
04.2011 - 04.2011
Help Desk Agent
Regis Corporation
05.2008 - 04.2011
Associate of Applied Science - Computer Networking
Northland Community And Technical College
09.2001 - 05.2004
ACE Leadership Certification with Minnesota High Tech Association
Associate of Applied Science - Licensed Practical Nurse
North Hennepin Community College
Associate of Applied Science - Licensed Practical Nurse
Northland Community And Technical College
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