Donald Meredith
Salt Lake City
Summary
Dynamic and results-oriented Service Desk Technician with over 11 years of expertise in the IT industry, recognized for exceptional leadership and honored with the Leader Chats award at WGU. Proven proficiency in Salesforce, SQL, Banner, and various IT systems drives efficiency and fosters innovation in complex environments. Committed to continuous learning and professional growth while consistently delivering outstanding results through strategic problem-solving and collaboration. Passionate about leveraging technology to enhance organizational performance and achieve business objectives, ensuring alignment with evolving industry standards.
Overview
19
19
years of professional experience
Work History
Workforce Management Analyst
Western Governers University
08.2025 - Current
- Monitor service desk and S3O activity, such as phone, status, chat, or email via Genesys on the weekends.
- Utilize tools, such as Genesys, to manage queues, analyze, and optimize communication channels.
- Facilitate responses to schedule modification inquiries to maintain adherence.
- Send out a weekend audit report to WFM with detailed information of any abnormalities, occurrences, trends. and schedule adjustment etc.
- Ensure the queues are functioning properly for the service desk and S30.
- Monitor and disconnect any overflow of objective assessment email interactions when needed.
IT Service Desk Technician IIl
Western Governers University
11.2023 - Current
- Receive calls, emails and web-tickets for end-users and other WGU Staff / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent information while resolving problems timely and effectively.
- Retain all roles and responsibilities of SD Technician I and II.
- Direct efforts in assisting with partial FERPA verifications to ensure comprehensive evaluation of all verification factors for escalation reach outs.
- Handle escalation process for end user calls and tickets, providing supervisory assistance to enhance support outcomes.
- Assist with escalated enrollment technical support tickets for enrollment and students as well as essential action tickets for faculty.
- Facilitate call volume management by enabling sidetrack or IVR systems during peak periods to enhance service efficiency.
IT Service Desk Technician II
Western Governors University
03.2020 - 11.2023
- Identified trends, designate parent Incidents, and promote them as major Incident candidates to the problem analysts.
- Assisted with inbound, SMS, and email interactions for both staff and students.
- Monitored the IM Reachout channel in MS Teams to assist first responders with possible escalations.
- Supervised the closing queue and sent out end-of-day reports to IT leadership.
- Acted as lead for my supervisor's team, handling the team's tech stats and other tasks.
- Conducted weekly operations metric reporting to perform weekly auditing of top call drivers, ensuring optimal performance and identifying areas for improvement.
- Built and edited knowledge base articles as a Subject Matter Expert for the service desk.
- Manage trending issues and outages as an Outage Boss, while also creating impact statements.
- Served as a member of Critical Ticket Team responsible for handling banner merges and user name changes.
IT Service Desk Technician
Western Governors University
02.2014 - 03.2020
- Offered technical assistance to both Staff and Student members through email and phone communication.
- Provided innovative solutions to solve challenging technical issues for students and staff.
- Properly document, categorize and prioritize incidents and requests within ServiceNow.
Manager
5 Buck Pizza/Jake's Pizza
12.2007 - 03.2009
- Ensured that each customer was greeted warmly and provided with attentive and courteous assistance.
- Provided training to new employees on important aspects such as adhering to food safety protocols, preparing pizzas, and operating the cashier.
- Prepared the dough and pizza sauce every morning and monitored inventory for weekly orders.
Woodworker
Woodcraft Industries
06.2007 - 03.2008
- Consistently monitored products to ensure that they met the required quality standards.
- Set up and operate woodworking machines such as saws, shapers, joiners, etc.
- Meticulously inspected products in the final stages of production on an assembly line.
Education
Undergraduate Certificate - Audio Production
Full Sail University
Winter Park, FL03-2019
Diploma - Recording Engineering, and Music Production
Audio Institute of America
San Francisco, CA07-2017
Bachelor of Science - Sociology
University of Utah, College of Behavioral Science
Salt Lake City, UT08-2015
Criminology & Corrections Certificate - undefined
University of Utah
Salt Lake City, UT08-2015
IT Service Management - undefined
ITIL Foundation Certificate
Salt Lake City, UT08-2014
Skills
- Customer-Service
- Banner
- Active Directory Administration
- ServiceNow
- Cisco VPN
- HTML
- Genesys Cloud
- JIRA
- SQL
- SailPoint IIQ
- AWS
- Salesforce
- Microsoft Exchange Administration
- Cognos
- Interaction Desktop Client
- Duo Administration
- Google Suite Administration
- Microsoft Office
- Scheduling optimization
- Workforce planning
- Problem-solving
- Active listening
Websites
Accomplishments
- I competed in the Tetraski Express International Championship in 2024, where I placed 2nd, and again in 2025, achieving 3rd place.
- In 2020, I served as a lab demonstrator at the University of Utah, where I educated students on the physiology of tetraplegia. This included discussing the causes, symptoms, and potential treatments through interactive presentations and discussions.
- In 2014, I participated in the Pacific Islander Student Association (PISA) at the University of Utah. During my time with PISA, I organized service projects, took part in forums, and connected with others through social networking within the organization.
Timeline
Workforce Management Analyst
Western Governers University
08.2025 - Current
IT Service Desk Technician IIl
Western Governers University
11.2023 - Current
IT Service Desk Technician II
Western Governors University
03.2020 - 11.2023
IT Service Desk Technician
Western Governors University
02.2014 - 03.2020
Manager
5 Buck Pizza/Jake's Pizza
12.2007 - 03.2009
Woodworker
Woodcraft Industries
06.2007 - 03.2008
Diploma - Recording Engineering, and Music Production
Audio Institute of America
Bachelor of Science - Sociology
University of Utah, College of Behavioral Science
Criminology & Corrections Certificate - undefined
University of Utah
IT Service Management - undefined
ITIL Foundation Certificate
Undergraduate Certificate - Audio Production
Full Sail University