ELIZABETH ADLER
Bradenton,FL
Summary
Motivational Supervisor with 3 years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record showing continuous improvement, performance growth and schedule management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead/Supervisor
Optum Florida
Tampa, FL
06.2021 - Current
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Organized training sessions for users on new technologies or applications introduced into the environment.
- Maintained knowledge base documentation for commonly encountered issues, providing guidance for future resolution efforts.
- Managed day-to-day operations of the Service Desk team, including scheduling shifts and assigning tasks.
- Identified trends in user requests, suggesting areas for improvement in system efficiency.
- Collaborated with other departments to coordinate cross-functional projects related to system upgrades or maintenance.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
- Performed regular quality assurance checks on Service Desk tickets to ensure customer satisfaction.
- Provided technical assistance for escalated issues and troubleshooting complex problems.
- Conducted periodic reviews of Service Desk ticket history to identify areas where process improvements could be made.
- Ensured compliance with established security protocols when handling customer data.
- Provided feedback on individual performance within the Service Desk team, helping them improve their skillset.
- Developed and maintained team policies and procedures to ensure consistent service delivery.
- Trained new staff members in service desk functions and processes.
- Created reports summarizing daily activities of the Service Desk team.
- Collected, analyzed and reported on data for use in operational planning.
- Monitored and reported on SLA performance, ensuring that customer expectations were met.
- Established and enforced clear goals to keep employees working collaboratively.
- Coached staff members to develop long-term career goals.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Reviewed completed work to verify consistency, quality and conformance.
- Collaborated with other departments to coordinate workflow processes between teams.
- Evaluated processes and employee strengths to realign workflows with changing business demands.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Coordinated employee schedules according to shift changes and availability.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Monitored employee productivity to provide constructive feedback and coaching.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Directed and supervised team of 15 employees in daily operations.
Sr. IT Specialist
Can Community Health
Sarasota, FL
07.2020 - 06.2021
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained updated knowledge through continuing education and advanced training.
- Planned and completed group projects, working smoothly with others.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sr. Desktop Support
Alorica
Tampa, FL
10.2017 - 07.2020
- Maintained knowledge base documentation for commonly encountered issues, providing guidance for future resolution efforts.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Collaborated with other departments to coordinate cross-functional projects related to system upgrades or maintenance.
- Resolved issues on initial call 95% of time using internal knowledge base, troubleshooting skills, experience and team resources.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Reviewed open incidents to assess accuracy of information provided by customers.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Assisted with onboarding of new customers, managing integration into existing systems.
- Provided technical assistance for escalated issues and troubleshooting complex problems.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Conducted periodic reviews of Service Desk ticket history to identify areas where process improvements could be made.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Ensured compliance with established security protocols when handling customer data.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Responded promptly to customer inquiries via phone or email, resolving any outstanding issues quickly and efficiently.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
Service Desk/Field Agent II
Vital Solutions
Sarasota, FL
11.2014 - 10.2017
- Configured and troubleshot printers, scanners, and other peripherals.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Enforced security policies regarding data protection and access control.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Assisted in the development of training materials for end users on various topics related to computer usage.
- Managed inventory of IT assets including laptops, PCs, mobile devices .
- Provided technical support for Windows, Mac OS, and Linux operating systems.
- Installed hardware and software updates and upgrades.
- Assisted with network administration tasks such as user account setup and maintenance.
- Monitored server performance and responded to alerts or notifications of potential problems.
- Coordinated with vendors for repair services when necessary.
- Surveyed and supported technology assets to maintain business continuity.
- Developed and maintained documentation related to desktop support procedures.
- Performed system backups using imaging software.
- Installed anti-virus software on all computers connected to the company network.
- Oversaw daily performance of computer systems.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Troubleshot issues with local area networks and wide area networks.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Resolved complex customer service issues involving desktop systems.
Education
Associate of Science - Information Technology
State College of Florida, Manatee-Sarasota
Bradenton, FL12-2023
Bachelor of Science - Information Technology
Capella University
Minneapolis, MNSkills
- Escalation Management
- Reporting and Analysis
- Account Management
- Service Level Agreements
- Team Management
- Coaching and Mentoring
- Device Installation
- User Training
- Computer Diagnostics
- Call Management
- Account Administration
- System Maintenance
- Hardware Configuration
- Application Support
- LAN/WAN
- Technical Troubleshooting
- Computer Maintenance
- Technical Documentation
- User Support
- Service Desk Support
- System Configuration
- Training Materials Development
- Technical Documents Comprehension
- Network Certification (expired)
- Support SOP Writing
- Problem-Solving
- Teamwork and Collaboration
- Issue and Resolution Tracking
- Remote Technical Support
- Hardware and Software Configuration
- MCSA Certification
- Highly Professional
- Creative Issue Resolution
- Organizational Skills
- Microsoft Windows and Office
- A Certification
- Service Desk Team Management
- Troubleshooting Network Issues
- Active Listening
- Collaborative Team Player
- Hardware and Software Repair
Affiliations
- Weekly pool leagues and tournaments
- Nature Photography
Certification
MDAA, Network+ Certificate, CJSI Level 4, GED Graduation,
CJIS Level 3
OnBase end-user training course
MCSE Windows 10
HDI/Customer Support Certificate
A+ Certification
References
References available upon request.
Timeline
Service Desk Team Lead/Supervisor
Optum Florida
06.2021 - Current
Sr. IT Specialist
Can Community Health
07.2020 - 06.2021
Sr. Desktop Support
Alorica
10.2017 - 07.2020
Service Desk/Field Agent II
Vital Solutions
11.2014 - 10.2017
Associate of Science - Information Technology
State College of Florida, Manatee-Sarasota
Bachelor of Science - Information Technology
Capella University
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