Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Dawn Foreman

Tampa,USA

Summary

Highly competent Service Desk Supervisor with solid background in IT service management, including managing helpdesk teams and maintaining service level agreements. Skilled in dealing with complex technical issues, improving operational efficiency and leading high-performance teams. Proven track record of enhancing customer satisfaction through effective problem resolution and continuous improvement strategies. Known for strong leadership abilities, strategic planning skills and commitment to service excellence.

Overview

14
14
years of professional experience

Work History

IS Project Team Lead

Norton Health Care
Louisville, KY
08.2024 - 02.2025
  • Established clear roles and responsibilities within a team of 20 to ensure efficient task distribution among members.
  • Collaborated closely with clients to identify requirements, clarify expectations, and establish mutually agreed upon goals for successful delivery of projects.
  • Enhanced team performance with regular coaching, feedback sessions, and performance evaluations.
  • Provided technical guidance as needed while delegating tasks effectively based on individual strengths and skill sets within the team.
  • Effectively communicated technical information to non-technical users, ensuring clear and concise explanations.

IT Helpdesk Supervisor

Ferrous Processing and Trading
Detroit, MI
11.2022 - 07.2024
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Changed onboard/offboard process to automated process and reduced process by 50%.
  • Maintained accurate records of 7 employee’s performances, attendance, leave requests, and disciplinary actions.
  • Identified opportunities for process improvements, leading to cost reductions of $12000 in one month on Verizon overage and increased monthly billing.
  • Oversaw hardware inventory for 20 locations, ensuring adequate stock levels and reducing waste.
  • Supervised a team of 7 + tier 1 and 2 support technicians, improving team efficiency by 20% through training and coaching.
  • Implemented new ticketing system net ticketing software within IT as well as automated the process to all 20 sites.
  • Consistently maintained a customer satisfaction rating of 95% or higher, demonstrating strong customer service skills.

IT Help Desk Lead and Software Admin

Ciena Health Care
Southfield, MI
11.2014 - 07.2022
  • Conducts comprehensive software testing to ensure seamless integration with helpdesk operations.
  • Conducted comprehensive training sessions for onboarding new helpdesk staff.
  • Assist in the development of tier 1 help desk staff skills.
  • Developed comprehensive guides for resolving a wide range of problems.
  • Identify, isolate, and repair computers, printers, and laptops.
  • Managed and supported 4500+ users across diverse software programs, such as email password reset and charting.
  • Supervised invoice tracking to ensure equipment arrival at facility and accurate recording in active directory.
  • Provided support and maintenance for corporate network's desktops, laptops, mobile phones, printers, and peripherals for 45 locations.
  • Maintained accurate documentation of all support tickets in ticketing system.
  • Troubleshot assigned tickets promptly and effectively, ensuring appropriate follow-up actions were taken as needed.

Senior Support Specialist

H & R Block
Troy, MI
12.2010 - 11.2014
  • Plan and lead training sessions for new and existing employees as part of the 'Supportability Team' initiative; facilitate at least 3 chats at one time.
  • Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods.
  • Identify, isolate and repair computer equipment showing any errors.
  • Assisted in creating excel spreadsheets to keep track of Tier 1 technical support agents after call work times as well as call length times.
  • Monitor all tier 1 call agents and assist them with resources and documentation to clear up callers’ hardware/software issues.

Education

Bachelor’s degree - Computer Science

University of Phoenix
Tempe, AZ
08.2023

Skills

  • Troubleshooting and IT infrastructure
  • Windows proficiency
  • ISO standards knowledge
  • Android support
  • IT service management (ITSM)
  • Technical support expertise
  • Active Directory management
  • Asset management strategies
  • Ticketing systems proficiency
  • Networking skills
  • Leadership abilities
  • Problem-solving techniques
  • Communication skills
  • Time management strategies
  • Mentoring and coaching
  • Team management

Certification

  • Securing Software as a Service, LinkedIn Learning, 03/01/25
  • Server Administration Essential, LinkedIn Learning, 03/01/25
  • IAM Fundamentals with Okta, LinkedIn Learning, 03/01/25
  • Agile Foundations, LinkedIn Learning, 04/01/25
  • Lean Six Sigma White Belt, Management and Strategy Institute, 08/01/24

Timeline

IS Project Team Lead

Norton Health Care
08.2024 - 02.2025

IT Helpdesk Supervisor

Ferrous Processing and Trading
11.2022 - 07.2024

IT Help Desk Lead and Software Admin

Ciena Health Care
11.2014 - 07.2022

Senior Support Specialist

H & R Block
12.2010 - 11.2014

Bachelor’s degree - Computer Science

University of Phoenix

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