Davida Lucas
West Lafayette,IN
Summary
Dynamic IT Service Desk Manager with a proven track record in service level management, incident resolution, and team leadership, enhancing customer satisfaction and operational efficiency.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
Roeing IT Solutions
Lafayette
02.2022 - Current
- Led service desk operations, ensuring timely resolution of technical issues for clients.
- Developed and implemented processes to enhance incident management efficiency.
- Trained and mentored team members to improve service delivery and customer satisfaction.
- Analyzed service desk metrics to identify trends and drive continuous improvement initiatives.
- Managed escalation processes, providing expertise on complex technical problems.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Developed and maintained ITIL documentation, ensuring compliance with organizational standards.
Application Support Analyst
Roeing IT Solutions
Lafayette, IN
10.2018 - 02.2022
- Provided technical support for applications, resolving user issues and ensuring system functionality.
- Conducted application testing to identify bugs, enhancing software performance and user experience.
- Collaborated with development teams to gather requirements and improve application features and usability.
- Analyzed user feedback to implement changes, driving continuous improvement in application support processes.
- Led incident management efforts, streamlining problem resolution workflows and reducing response times.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Created complex documents to support client-ready final versions.
Sr. Network Administrator
Purdue Federal Credit Union
West Lafayette, IN
01.2013 - 08.2018
- Oversaw network infrastructure management, ensuring optimal performance and security across systems.
- Led the implementation of advanced firewall solutions to enhance data protection protocols.
- Streamlined network monitoring processes, improving incident response times and minimizing downtimes.
- Administrate and maintain Carbon Black Protection, Defense, KnowBe4, SCCM, and other various applications within the organization.
- Served as an assistant project manager on various applications, hardware and build outs for organization.
- Maintained documentation of support requests, ensuring accurate record-keeping.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
Support Specialist
Purdue University
West Lafayette, IN
06.2006 - 01.2013
- Provided technical support for software applications, resolving user issues effectively and efficiently.
- Assisted in training staff on new technologies and systems, enhancing team productivity and service delivery.
- Developed user documentation and support materials to streamline processes and improve user experience.
- Collaborated with departments to identify needs and implement solutions, driving operational improvements across campus.
- Mentored junior staff, fostering knowledge sharing and professional growth within the team environment.
- Analyzed support trends to recommend system enhancements, contributing to strategic decision-making processes.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Improved customer retention with empathetic and efficient handling of support cases.
- Assisted in development of system security protocols.
Education
Associate of Science - Server Administration
Ivy Tech Community College
Lafayette, IN08-2016
Skills
- Service level management
- Incident management
- Certified ITIL Service Management Foundations
- Escalation management
- Positive attitude
- Certified HDI Technical Support Analyst
- Team leadership
- Excellent interpersonal, written, and verbal communication skills, self-motivated with a strong desire to learn new skills
- Multitasking and organization
- Customer service management
Certification
- ITIL Certification
Timeline
IT Service Desk Manager
Roeing IT Solutions
02.2022 - Current
Application Support Analyst
Roeing IT Solutions
10.2018 - 02.2022
Sr. Network Administrator
Purdue Federal Credit Union
01.2013 - 08.2018
Support Specialist
Purdue University
06.2006 - 01.2013
Associate of Science - Server Administration
Ivy Tech Community College