Years Management Experience
Kristina Rankine
Service Desk Manager
Miami,FL
Summary
Dynamic Manager With Over 15 Years of Diverse IT Experience!
Active Top Secret-SCI (DoD) experienced communications professional with excellent interpersonal skills, communications and customer service. A consistently proactive self-starter and strong team player. Displays a high level of energy, integrity and ethics with the exceptional ability to deliver outstanding bottom line results with short suspenses.
Overview
5
5
2
2
Years Post-Secondary Education
2
2
years of post-secondary education
Work History
Enterprise Service Desk Supervisor
General Dynamics Information Technology
Doral, FL
02.2022 - Current
- Experience responding to a variety of IT related queries using strong problem solving skills, receiving an average positive rating above 90%
- Has good communication and team-building skills
- Displays a high level of professionalism, diplomacy, and customer facing skills
- Strong relationship management skills with colleagues and end users in pursuit of delivering high quality services whilst maintaining targets
- Demonstrates coaching and mentoring skills with the ability to lead and guide others in a fast-paced environment
Enterprise Service Desk Technician
General Dynamics Information Technology
Doral, FL
10.2021 - 02.2022
- Provided first-tier support and troubleshooting for technology products and applications
- Proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales
- Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation
- Provided detailed descriptions of issues in ServiceNow and followed up diligently to ensure swift resolutions
- Consistently praised for communicating effectively with both technical and nontechnical users
- Known for excellent problem-solving skills and patience in dealing with frustrated users
Senior IT Signal Planner (Service Desk Manager)
Joint Readiness Training Center
Fort Polk, LA
07.2014 - 07.2017
- Managed the Signal Plans Service Desk, supervised and dispatched a team of 22 System Support
- Analysts between 7 locations
- Field Service, Deskside, Desktop and End User Computer experience expertise
- Plan and assisted in planning, coordinating, developing and executing the major USFORSCOM exercise program, to include exercise design, concept development, scenario and major scenario event list development
- Spearheaded outline of Signal Plans Service Desk processes and procedures that were in the best interest of the Joint Readiness Training Center and tenants resulting in 40% process improvement
- Oversaw all Signal Plans Service Desk activities and responded to escalated service desk incidents and requests
Education
AS - Computer Science
American InterContinental University
08.2017 - 05.2019
High school diploma - undefined
Boonville High School
Skills
Critical Thinking
undefinedAdditional Information
- CompTIA Advanced Security Practitioner+: September 2021 to September 2024
- Microsoft MD-100: September 2021 to September 2024
Accomplishments
Defense Meritorious Service Medal: 11/2021
US SOUTHCOM Action Officer of the Month: 01/2020
US SOUTHCOM Watchstander of the Quarter: 01/2020
Meritorious Service Medal: 06/2017
Army Commendation Medal (5): 07/2011-07/2014
Affiliations
United States Army
October 2001 - November 2021
U.S. Army Signal Corps
Timeline
Enterprise Service Desk Supervisor
General Dynamics Information Technology
02.2022 - Current
Enterprise Service Desk Technician
General Dynamics Information Technology
10.2021 - 02.2022
AS - Computer Science
American InterContinental University
08.2017 - 05.2019
Senior IT Signal Planner (Service Desk Manager)
Joint Readiness Training Center
07.2014 - 07.2017
High school diploma - undefined
Boonville High School
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