Summary
Overview
Work History
Education
Skills
Coreprofessionalskills
Certification
Timeline
Generic

Danelle Fitzgibbons

Consolidated Service Desk Technician Pelatron Technologies LLC.
Syracuse,UT

Summary

I am currently bringing with me, 12 years of managerial expertise, excelling in fast-paced environments. Proven leader in policy development, fostering excellence, and maximizing team productivity. Detail-oriented and adaptable, skilled in training, coaching, and security measures. Exceptional analytical and problem-solving abilities. Dedicated to excellence.


My goal is to pursue a position as a System Administrator. Knowledgeable and proficient in resolving technical issues. Successfully managed service desk operations and contributed to process improvements and system optimizations. Demonstrated expertise in troubleshooting hardware/software problems and maintaining user satisfaction. IT professional skilled in technical support and customer service. Proven ability to diagnose and resolve a variety of technical issues while ensuring seamless operations. Collaborative team member known for adaptability and focus on achieving optimal results. Utilizes strong troubleshooting skills and effective communication to ensure user satisfaction.


Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Consolidated Service Desk Technician

Pelatron Technologies
08.2021 - Current
  • Resolve and satisfy communications and IT issues and requirements to include support for all base users and/or devices
  • Respond to all customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact
  • Respond to NIPR and SIPR customer support requests in a professional and courteous manner
  • Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or email and document tickets in detail through the Automated Information Systems (AIS)
  • Use Government provided remote-support software tools to access customer end devices to resolve and/or complete customer tickets
  • Participate in the development, administration, and maintenance to a knowledge database work management support tool by writing and verifying knowledge articles, as required
  • Analyze and determine software and hardware configurations
  • Identify trends, create mater tickets for outages, and ensure the Communications Focal Point (CFP) has situational awareness
  • Additional duties as assigned by the CSD lead or Project Manager

Production Manager

Connexion Point Inc.
09.2020 - 12.2020
  • Responsible for 50 agents
  • Tasked with contributing to the overall success of the site
  • Worked closely with Site Director and all other departments to insure all aspects of operations ran smoothly
  • Ensured 3 Team Leads were coaching and developing the agents on their team by reviewing things like KPI's (Key Performance Indicators), Service Levels, Call handling, and adherence on a daily, weekly, and monthly basis
  • Monitoring of Quality Assurance scores to insure expectations were met
  • Maintained an overall team average of 90% in quality assurance
  • Understanding of Policies and Procedures and ensured that they were followed and understood by Team leads and agents
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records
  • Route calls to product line specialists, application, or system support specialists
  • Maintained and updated records and tracking databases
  • Escalated complex problems to higher level of expertise within organization

Team Lead

Connexion Point Inc.
07.2018 - 08.2020
  • Responsible for 20 agents
  • Goal oriented coaching to promote an inclusive work environment
  • One on one Performance Success Meetings on a weekly basis as well as monthly Team meetings
  • Providing proper instruction on a daily basis and communicating daily goals through emails, phone calls, and texts

Licensed Healthcare Representative

Connexion Point Inc.
09.2016 - 06.2018
  • Utilizing knowledge and training to provide callers with excellent customer service
  • Responsible for successfully managing a high volume of inbound calls and providing a high level of communication
  • Acting as a liaison between the company and our members
  • Multi-tasking and working in various databases simultaneously

Education

Student -

Coastline Community College
11.2011

Graduated -

Theodore Roosevelt High School
05.1989

Skills

  • Strategic Leader
  • Efficient Operations Management
  • Training and Development
  • Multitasking and Problem Solving
  • Process Improvement
  • Analytical Methods
  • Technology Adaptation
  • Word
  • Excel
  • Power Point
  • Teams
  • Outlook
  • Remedy
  • Workday
  • Sales Force
  • AWS

Coreprofessionalskills

  • Strategic Leader
  • Efficient Operations Management
  • Training and Development
  • Multitasking and Problem Solving
  • Thrives in a challenging work environment
  • Expertise in process improvement and enhancements
  • Ability to gather facts and use effective analytical and evaluative methods to access information.
  • Proactively studies changes in technology to maintain currency.

Certification

CompTIA Security + 2021

Google IT Support Professional Certificate 2021

Timeline

Consolidated Service Desk Technician

Pelatron Technologies
08.2021 - Current

Production Manager

Connexion Point Inc.
09.2020 - 12.2020

Team Lead

Connexion Point Inc.
07.2018 - 08.2020

Licensed Healthcare Representative

Connexion Point Inc.
09.2016 - 06.2018

Student -

Coastline Community College

Graduated -

Theodore Roosevelt High School

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Danelle FitzgibbonsConsolidated Service Desk Technician Pelatron Technologies LLC.