David Gallagher
Orlando,FL
Summary
A detail-oriented IT leader with 20 years of experience providing technical support for various computer systems, applications and office equipment. Balances priorities while quickly solving issues to client satisfaction and strengthening business relationships.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Desk Side Supervisor
Nemours Children’s Health
06.2020 - Current
- Provide daily supervision of 12 Associates – monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding and enforcing policy, maintaining SOP and reliable methods.
- Ensure the daily work queue is efficiently managed to meet SLA, minimizing and evaluating breached and pended tickets.
- Conduct rounding sessions with Associates on a regular basis to discuss performance and provide coaching.
- Established IT Desk Side knowledge base to document process and procedures to mitigate risk.
- Coordinate with vendors to ensure equipment is ordered and received in a timely manner to not impact daily operations and project timelines.
- Work with Desk Side Manager on budget goals and hardware refresh plan.
- Assists with the implementation of enterprise-wide tools to ensure scalability.
- Contribute to the testing/evaluation of new technology to ensure compatibility.
Knowledge and Training Coordinator
Atos
10.2013 - 06.2020
- Assisted Disney Service Desk Managers and Directors with day-to-day activities of Domestic and Non-Domestic desks of 200 employees.
- Performed onboarding, hiring and training of new hires.
- Maintained knowledge base of 4,000 articles used by the Service Desk, Field Teams and other Disney support teams.
- Provided desktop support to the Service Desk (imaging computers, inventory management, etc.).
- Developed tools to assist analysts take calls efficiently and a workforce management website for Supervisors to track agent performance, feedback and time off.
Team Lead
Xerox
10.2012 - 10.2013
- Mentored 20 employees on the Disney Service Desk by coaching and providing performance reviews.
- Conducted Quality Assurance observations and ran reports to determine areas of improvement.
- Assisted leadership with onboarding (interviews, hiring and training).
Technical Senior Analyst
Xerox
06.2011 - 10.2012
- Drove Incident and Request resolution as part of the Service Response Team for issues that were assigned to the Service Desk for additional triage.
- Worked escalations and projects that saw high visibility from Disney.
- Responded to client emails in a precise and timely manner.
Help Desk Senior Associate
Affiliated Computer Services
06.2006 - 06.2011
- Provided desktop support for The Walt Disney Company by troubleshooting hardware and software issues using knowledge base and prior experience.
- Routed Incidents to appropriate support team when issue required escalation.
Technical Support Representative
AT&T Mobility
05.2003 - 06.2006
- Assisted customers via phone and live chat with technical questions regarding cellular phones and laptops.
- Answered voice and billing inquiries.
Education
Associate of Science Degree - Computer Engineering
Valencia Community College
Orlando, FL12.2008
Associate of Arts Degree -
Valencia Community College
Orlando, FL12.2008
Skills
- ServiceNow
- Jira/Confluence
- Office 365
- Active Directory
- SCCM/Intune
- Ivanti EPMM
- AirWatch
- Jamf
- Citrix
- Cisco AnyConnect
- Parallels
- VMWare
- SAP
- Business Objects
- Windows & MacOS
- HTML, JavaScript, & PHP
- SQL
- VBNET
- PowerShell
Certification
- Microsoft Systems Administrator (MCSA)
- Microsoft Certified Systems Engineer (MCSE)
- Apple Certified Associate
Timeline
Desk Side Supervisor
Nemours Children’s Health
06.2020 - Current
Knowledge and Training Coordinator
Atos
10.2013 - 06.2020
Team Lead
Xerox
10.2012 - 10.2013
Technical Senior Analyst
Xerox
06.2011 - 10.2012
Help Desk Senior Associate
Affiliated Computer Services
06.2006 - 06.2011
Technical Support Representative
AT&T Mobility
05.2003 - 06.2006
Associate of Science Degree - Computer Engineering
Valencia Community College
Associate of Arts Degree -
Valencia Community College
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