Donna McAulay
State of Minnesota Department of Human Services
Hugo,MN
39
years of professional experience
Service Desk Professional with extensive background in IT support and team supervision. Streamlined operations and enhanced user satisfaction through effective problem resolution. Emphasized team collaboration and delivered consistent results while adapting to changing needs and priorities.
Work History
IT Service Desk Supervisor
5 Years 3 Months- Managed team of up to 20 members from diverse backgrounds to ensure effective service delivery.
- Supported internal and external users
- Liaison between IT programmers and end users.
- Facilitated support for internal staff and external customers to resolve inquiries.
- Served as liaison between IT programmers and end users to facilitate communication and address concerns.
Customer Support Specialist
34 Years 1 Month- Resolved customer inquiries regarding human services programs with accurate, policy-based guidance.
- Explained eligibility requirements, forms, and next steps to support timely service access.
- Maintained confidentiality while handling sensitive client information and protected records.
- Reviewed requests for completeness and accuracy before escalating to specialist staff.
- Adapted quickly to changing program procedures, systems, and service priorities.
- Coordinated with internal staff and county partners to route complex issues appropriately.
Education
No Degree - Business
I'm currently enrolled at Rasmussen University for a Bookkeeping Certificate
Skills
Service management
Problem-solving skills
Time management
Ticketing system proficiency
Escalation handling
Stress tolerance
Team leadership
Microsoft office
Customer service
Reference that I still have communication with.
Pamela Jo Peters - (612) 325-6068 - consultant that I worked closely with when setting up best practices for the service desk (ITIL best practices)
Timeline
IT Service Desk Supervisor
State of Minnesota Department of Human Services
03.2015 - 06.2020Read More
Customer Support Specialist
State of Minnesota Dept of Public Safety
01.1981 - 02.2015Read More
Century College
No Degree from Business
Read More