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
Ticket management
Detailed documentation
Support policy planning
Service desk team management
End-user training
Scheduling
Staff Management
Client relationship management
MS Office
Good telephone etiquette
Training and mentoring
Adherence to high customer service standards
Team Building
Effective problem solver
MS Office expert
Schedule Management
Microsoft Outlook, Word and Excel
Effective workflow management
Excellent time management skills
Software
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
Associate of Applied Science - Licensed Practical Nurse
North Hennepin Community College
Associate of Applied Science - Licensed Practical Nurse
Northland Community And Technical College