Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Personal Information
Timeline
Generic

Amy Bush

Wiergate,TX

Summary

Dynamic and solution-focused professional with a strong background in managing and optimizing service desk operations, as well as extensive experience in account administration and team leadership. Proven track record of improving team performance, streamlining processes, and providing exceptional customer service. Skilled in technical troubleshooting, supporting remote workforces, and maintaining high standards of quality assurance. Dedicated to creating an empathetic and collaborative work environment, leading by example, and driving continuous improvement.

Overview

30
30
years of professional experience
1
1
Certification

Work History

IT Service Desk Team Lead/Account Admin/Service Desk Lead

Provalus
02.2024 - Current
  • Trained new team members by relaying information on company procedures .
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Interacted daily with Senior Vice Presidents, Vice Presidents, and key stakeholders to run Service Desk addressing application provisioning, software/hardware troubleshooting, and account provisioning.
  • Supervised 30+ Service Desk agents and the Account Admin team to streamline documentation, schedules, coaching, 1:1’s, and Quality Assurance (QA) to maintain high-performance standards and accountability.
  • Worked different stations to provide optimal coverage and meet production goals.




Account Admin

Provalus
10.2022 - 02.2024
  • Achieved consistent quota attainment through dedicated prospecting activities and effective time management skills.
  • Created Accounts in OKTA and AD (Active Directory)
  • Assisted with calls if needed
  • Assisted the Service Desk as an escalation point.
  • Created documentation to assist with a more efficient turn-around time for tickets.
  • Performed troubleshooting on multiple applications. Microsoft O365, Slack, Box and Zoom, to name a few.

Service Desk Shift Lead

Provalus
06.2021 - 10.2022
  • Established clear communication channels between the service desk team and other business units, facilitating seamless issue escalation and resolution processes.
  • Provided timely assistance to end-users by effectively prioritizing and delegating service requests.
  • Developed comprehensive training materials for onboarding new employees, resulting in increased team productivity.
  • Fostered an inclusive work environment that promoted collaboration, innovation, and mutual respect among team members.
  • Assisted with phone calls when needed, utilizing Sharpen CX and Five9 soft phone systems
  • Participated in monthly 1:1's
  • Monitored and responded through all forms of communication such as Slack and email.
  • Responsible for ticket triage and routing to the appropriate team via the ServiceNow ticketing system.
  • Ensured tickets were worked with accuracy in a timely manner.


IT Service Desk Technical Specialist

Provalus
05.2020 - 06.2021
  • Provided exceptional customer support, resolving basic technical issues with effective communication skills.
  • Answered incoming and made outgoing calls at high volumes.
  • Maintained documentation on types of calls and numbers of calls.
  • Utilized applications such as Microsoft Office products and Sharpen Cx.
  • Mentored and trained new team members.

Operations Manager

Cleaning Company (Self Employed)
01.2008 - 01.2019
  • Ensured high standards of service and professionalism, increasing client base from 2 to 15 repeat clients through client retention and customer relations.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.

Rural Carrier Associate

United States Postal Service
02.2002 - 08.2004
  • Reduced the occurrence of misdelivered mail by diligently verifying addresses before each dropoff.
  • Sorted mail according to order of address appearance for easy access in field.
  • Signed and received mail with signature requirements upon delivery and loading.
  • Adapted quickly to changing weather conditions, maintaining professional performance levels in various climates while prioritizing safety precautions at all times.
  • Promoted a positive work environment, assisting fellow carriers with challenging routes when needed.
  • Handled cash transactions accurately for postage due payments, ensuring proper documentation and timely deposits.

Customer Service Manager

Pic-N-Save
05.1996 - 02.1997
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Responsible for cash reconciliation at the end of each shift.
  • Assigned cashiers on shifts duties to perform and ensured completion while they were on shift.


Office Manager

Brookshire Bros
10.1994 - 01.1996
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Front-end Associate

Brookshire Bros
05.1994 - 10.1994
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Provided support and training to junior developers, fostering a collaborative team environment that encouraged continuous learning and growth.

Education

High School Diploma -

Summit Christian Academy
Yorktown, VA

Skills

  • Team Leadership
  • Service Desk Operations
  • Knowledge Base Management
  • Technical Troubleshooting
  • Desktop Support
  • Hardware Asset Management
  • Customer Service Excellence
  • Quality Assurance
  • Account Administration
  • Relationship Building
  • SLA Compliance
  • Escalation Management
  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring

Accomplishments

Spearheaded a project to revamp over 547 knowledge articles within a 4-month period, leading to faster ticket resolutions and enhanced service desk efficiency through ensured accuracy and timeliness. Additionally, established an ongoing process to ensure the knowledge base remains up to date.

Certification

  • CompTIA IT Fundamentals (ITF+), COMP001021831651
  • Notary Public for the State of Texas, 133169612

Personal Information

Title: IT Service Desk Team Lead

Timeline

IT Service Desk Team Lead/Account Admin/Service Desk Lead

Provalus
02.2024 - Current

Account Admin

Provalus
10.2022 - 02.2024

Service Desk Shift Lead

Provalus
06.2021 - 10.2022

IT Service Desk Technical Specialist

Provalus
05.2020 - 06.2021

Operations Manager

Cleaning Company (Self Employed)
01.2008 - 01.2019

Rural Carrier Associate

United States Postal Service
02.2002 - 08.2004

Customer Service Manager

Pic-N-Save
05.1996 - 02.1997

Office Manager

Brookshire Bros
10.1994 - 01.1996

Front-end Associate

Brookshire Bros
05.1994 - 10.1994

High School Diploma -

Summit Christian Academy

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Amy Bush