Dennis Dixon
Roanoke,Texas
Summary
Experienced IT support professional with a strong background in leadership and a proven track record of achieving results. Highly skilled in team collaboration, incident management, technical troubleshooting, and providing exceptional customer service. Valued for reliability and adaptability to changing needs, known for problem-solving abilities, effective communication, and leadership qualities.
Overview
9
9
years of professional experience
Work History
Enterprise Service Desk Team Lead
7-Eleven Corporate IT / Speedway LLC
09.2022 - 09.2024
- Supervising and mentoring 50 Ohio based service desk agents remotely from Texas while running the day-to-day operations of the group
- Working with other departments to address escalations and priority issues
- Handle live chats with the agents while they are on the calls
- Offering suggestions of Knowledge Base articles and steps to take to complete troubleshooting
- Manage the hourly schedule for the agents and verify we have adequate coverage on the desk for a 7/24 operation
- Monitor the call queue to see if I need to bring in additional agents during peak times
- Conduct 1 on 1 coaching monthly with each agent to ensure quality and training throughout the desk
- Be available for On-call management support for the 7/24 desk
- Working with other On-call department Leaders to resolve issues quickly
Service Desk Coordinator – (Contractor for Matrix Resources)
7-Eleven Corporate IT
07.2020 - 07.2022
- Responsible for coordinating solutions with resolver groups and end users
- Managing 45 agents with over 800 calls and over 600 emails daily for support
- Meet with resolving groups to ensure proper steps are taken to ensure a quick and viable solutions
- Develop and review support process documents, knowledge articles and standard operating procedures to govern all aspects of end user computing services
- Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
Hardware Support Coordinator – (Contractor for Matrix Resources)
American Airlines Cargo IT
09.2019 - 05.2020
- Responsible for the planning, documentation and deployment of global hardware devices used by American Airlines Cargo
- These range from rugged android scanners and tablets to large warehouse monitors that enhance the business functionality
- Develop training material for the field and technicians to install and use these devices
- Attend project meetings with Project Managers, Developers, and field staff to ensure devices will be distributed in a timely manner
- Work with the Business Process Owners to determine which accessories to deploy in each station
- Manage Windows 10 upgrades for our department of 250 users
Client Satisfaction Manager
Oversee My IT
11.2017 - 09.2019
- Maintain client relationships through frequent contact via service tickets, phone calls or onsite visits
- Manage service desk technicians’ schedules and procedures as a hands-on Technology Manager
- Conduct business reviews to provide service or hardware upgrades to enhance productivity
- Manage the help desk and provide internal training to our technicians
- Develop internal procedures and processes to ensure client satisfaction
- Provide technical assistance with vendors when a new service is being evaluated
IT Service Coordinator
Networking Results
09.2016 - 11.2017
- Manage day-to-day Technicians schedules for Remote, On-site or Project service
- Process service requests to meet SLA deadlines
- Process administrator for hardware technical services
- Manage schedules for 20+ Technicians and Project Managers
- Triage and assign service requests via ticketing system, emails, phone calls or text
- Mentor new technicians on troubleshooting processes
Dispatch/Technology Coordinator
VersaTrust
04.2015 - 09.2016
- Coordinate daily technical requests and alerts
- Managing phone calls, emails and system generated tickets for support, determining the best avenue for these requests to be resolved
- Dispatch the appropriate technician to handle the issue in a timely manner
- Determine which technician will be able to handle the issue based on availability and skills
- Managed technology services for over 130 clients in the DFW area
Education
Graduate Certificate - Travel And Tourism Business
Southeastern Academy
Kissimmee, FLSkills
- Windows OS
- Apple OS
- Intel/AMD based desktops and laptops
- Microsoft Office 365
ServiceNow, ConnectWise
VPN
- Remote desktop
- Service Management ITIL process
- Technical documentation/training
Escalation management
Desktop support
Team building
Technicalexperience
Windows OS, Windows Server, M365 Admin, Apple OS, iOS, Android, Intel/AMD based desktops and laptops, Apple iMac and MacBooks, Routers, Switches, Smartphones, VOIP systems, Voice/Data Cabling, Barcode Scanners, Microsoft Office 365, Teams Shifts, ServiceNow, ConnectWise, Global Protect VPN, Cisco VPN, Pulse Secure VPN, Remote desktop, SharePoint, Service Management ITIL process, technical documentation/training, Account Management, Technical troubleshooting/leadership, Asset management
Timeline
Enterprise Service Desk Team Lead
7-Eleven Corporate IT / Speedway LLC
09.2022 - 09.2024
Service Desk Coordinator – (Contractor for Matrix Resources)
7-Eleven Corporate IT
07.2020 - 07.2022
Hardware Support Coordinator – (Contractor for Matrix Resources)
American Airlines Cargo IT
09.2019 - 05.2020
Client Satisfaction Manager
Oversee My IT
11.2017 - 09.2019
IT Service Coordinator
Networking Results
09.2016 - 11.2017
Dispatch/Technology Coordinator
VersaTrust
04.2015 - 09.2016
Graduate Certificate - Travel And Tourism Business
Southeastern Academy
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