Alexis Barrow
Jasper,TX
Summary
Hardworking Team Lead gifted at reviewing team tasks to ensure quality. Engaging, personable coach and employee trainer successful at maximizing team productivity.
Consistently recognized for hard work, attention to detail and goal-oriented.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Manager
State Beauty Supply
12.2015 - 03.2017
- Handling all cash from customers, making deposits weekly
- Confirming deliveries match orders - stocking these items once delivered
- Delivering items to customers after hours if requested
- Minor cleaning and setting up displays for hot items that are new
Customer Service Representative
Walmart
03.2017 - 08.2019
- Checking customers out
- Assisting cutomers with returns and policies that go with these
- Handling money in the Money Center - cashing checks, sending money transactions, processing money orders
- Minor cleaning and item returns
Collections Associate
Farmers Home Furniture
07.2017 - 12.2017
IT Service Desk Technical Specialist
Provalus
10.2020 - 07.2021
- Answering incoming calls and making outbound calls to users regarding technical issues they have
- Basic computer skills and troubleshooting
- Proficient in the ServiceNow ticketing system
- Using all Microsoft Office products
- Creating accounts in different systems such as Active Directory, Workday, Okta, and ServiceNow
- Handling escalations for the desk
IT Service Desk Shift Lead
Provalus
07.2021 - 08.2022
- Creating schedules to ensure adequate coverage for peak call times
- Passing on any time off requests to the Team Lead for approval
- Handling incoming tickets and assigning them out accordingly
- Creating accounts in AD, Okta, Workday
- Participating in monthly 1:1s
- Assisting with calls if needed
- Creating documentation to train new agents - as well as training these agents
- Having documentation readily available for any issues that may arise
IT Service Desk Team Lead
Provalus
08.2022 - 10.2022
- Creating shift schedules
- Reporting absences and tardies
- Handling all escalations, whether via email or phone
- Approving any time off requests
- Managing tickets as they flow into the unassigned queue
- Putting productivity presentations together and presenting to the client during MBRs and QBRs
IT Service Desk Incident Manager
Provalus
10.2022 - 06.2023
- Managing all incoming tickets and assigning them out accordingly
- Reviewing any questions about tickets
- Assisting with escalations and outages as needed
- Creating documentation for others to properly route tickets to the correct assignment groups
- Ensuring tickets were worked with accuracy and in a timely manner
IT Service Desk Team Lead
Provalus
06.2023 - Current
- Creating shift schedules
- Reporting absences and tardies
- Handling all escalations, whether via email or phone
- Approving any time off requests
- Conducting 1:1s with agents monthly
- Ensuring agents are doing the requirements for the job successfully
- Conducting QA evaluations
- Putting productivity presentations together and presenting to the client during MBRs and QBRs
Education
High School Diploma -
Flomaton High School
Flomaton, AL 3644105.2014
Skills
- ServiceNow
- Microsoft Office 365
- Mondaycom
- Jira
- Active Directory
- Okta
- Workday
- Mac OS
- Technical support knowledge
- Shift Management
- Desktop Support
- Customer Service
Accomplishments
Currently enrolled in Angelina College - taking 1 or 2 classes at a time to earn by Associate of Arts with a Field of Study in Business Management and Administration.
Certification
Certified ServiceNow Systems Administrator
Timeline
IT Service Desk Team Lead
Provalus
06.2023 - Current
IT Service Desk Incident Manager
Provalus
10.2022 - 06.2023
IT Service Desk Team Lead
Provalus
08.2022 - 10.2022
IT Service Desk Shift Lead
Provalus
07.2021 - 08.2022
IT Service Desk Technical Specialist
Provalus
10.2020 - 07.2021
Collections Associate
Farmers Home Furniture
07.2017 - 12.2017
Customer Service Representative
Walmart
03.2017 - 08.2019
Assistant Manager
State Beauty Supply
12.2015 - 03.2017
High School Diploma -
Flomaton High School
Certified ServiceNow Systems Administrator
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