Brandon Binkowski

• Successfully oversee a team of 17 service desk representatives, ensuring seamless operations and superior customer service delivery.
• Implement strategies to optimize service desk workflows, resulting in increased efficiency and reduced response time.
• Develop and implement performance metrics to evaluate team performance and drive continuous improvement initiatives.
• Conduct regular team meetings to provide guidance and communicate updates.
• Provide technical support and guidance to team members, assisting with complex customer issues and escalations.
• Develop and deliver training programs to enhance the skillset of service desk representatives and improve customer service standards.
• Act as a point of contact for major incidents, ensuring timely resolution and effective communication with stakeholders.
• Regularly review and update service desk policies, procedures, and knowledge base articles to maintain accuracy and relevance.

• Responsible for managing and resolving service desk requests from end-users within the guidelines established by the service level agreements (SLAs).
• Provide excellent customer service to clients, maintaining a friendly and professional demeanor at all times.
• Diagnose and resolve technical issues remotely, via phone, chat, email or remote screen-sharing tools.
• Troubleshoot, install, configure, and maintain hardware and software systems.
• Maintain up-to-date knowledge of product and system updates.
• Maintain accurate tracking of incidents, problems and requests, following incident management best practices.

• Troubleshot and resolved hardware and software issues including but not limited to, desktops, laptops, monitors, printers, scanners, and mobile devices
• Assisted users with software applications such as Microsoft Office Suite, email clients, web browsers, and other proprietary and commercial software
• Provided password resets, account unlocks, and permissions for various applications across business units
• Logged all technical problems reported and ensured timely resolution and quality customer service