Demonie Pierce-Barrett

Promoted from Supervisor to Manager of the IS Help Desk I managed a team of five technicians and also any contractors we may have had due to various projects.

It was imperative I made sure our customers received high-quality service and timely problem resolution. Under my leadership our Help Desk annually maintained a ratio of less that 1% of aged tickets over 25 days, over 300 plus hardware deployments, 85% 1st Call Resolution, and a SLA where all contacts are addressed within 20 minutes and all tickets contacted within 1 hour.

• Additional skills include...
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• Improved customer satisfaction by efficiently resolving technical issues and providing prompt support.
• Streamlined help desk operations for increased efficiency and faster response times.
• Managed a team of technicians, ensuring high-quality service and timely problem resolution.
• Developed comprehensive training programs for new hires to quickly acclimate them to company systems and processes.
• Established effective communication channels between the help desk team and other departments for seamless collaboration.
• Optimized ticketing system workflows, leading to more organized task management and prioritization.
• Conducted regular reviews of technician performance, identifying strengths and areas requiring further development or coaching.
• Enhanced knowledge base resources, empowering users to self-resolve common issues without contacting support staff.
• Collaborated with IT leadership on strategic initiatives aimed at improving overall service quality and user satisfaction levels.
• Coordinated software updates and hardware upgrades with minimal disruption to end-users'' daily activities.
• Successfully managed multiple projects simultaneously, delivering on time and within budget constraints while maintaining high standards of service delivery.
• Used ticketing systems to manage and process support actions and requests.
• Managed help desk consisting of [Number] employees and conducted performance evaluations.
• Recruited, trained and supported help desk technicians and representatives.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Provided on-call support for critical issues related to [Software].
• Managed high levels of call flow and responded to [Type] technical support needs.
• Trained and supported end-users with software, hardware, and network standards and use processes.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

• Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
• Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Documented support interactions for future reference.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Provided basic end-user troubleshooting and desktop support.
• Provided on-call support for critical issues related to [Software].
• Configured hardware, devices, and software to set up work stations for employees.
• Configured hardware and granted system permissions to new employees.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
• Improved user experience with proactive system maintenance and updates.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Reduced downtime for clients through proactive monitoring and maintenance of telecom systems.
• Increased customer satisfaction by providing timely support and resolving technical issues.
• Communicated effectively with vendors to determine pricing and technical specifications for available hardware, software and services.
• Achieved cost savings with thorough analysis and negotiation of vendor contracts for telecom services.