Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Emily Donaldson

Help Desk Assistant Manager
Lincoln Park,MI

Summary

ITIL Foundation 4 certified IT professional with 6 years of technical experience and 4 years of leadership experience on an end user help desk support team. Effective leader and problem-solver dedicated to streamlining operations to promote organizational efficiency, and highly committed to maintaining quality of services and products.

Overview

10
10
years of professional experience
1
1
year of post-secondary education
1
1
Certification

Work History

Help Desk Assistant Manager

Aisin World Corp. Of America
Northville, MI
04.2018 - Current
  • Manage team of support analysts who consistently meet ticket SLA’s 97% of time
  • Designed and implemented workflow in ticketing system which resulted in 35% decrease in resolution times for all new hire requests
  • Present monthly KPI’s and ticket metrics to upper management to identify areas of improvement
  • Delegate project tasks and ensure each resource is on track for meeting set deadlines

Lead Support Analyst

03.2017 - 04.2018
  • Troubleshoot complex issues escalated by Tier 1 & 2 support analysts
  • Provide VIP desktop support for local and remote users across North America
  • Built knowledge base comprising of 40+ technical work instructions and end user documentation

Technical Support Analyst

02.2016 - 03.2017
  • Provided technical support to over 400 end users, including hardware/software break/fix, new account provisioning, and network connection troubleshooting using OSI model
  • Successfully upgraded 400 user laptops/workstations to Windows 10 using SCCM
  • Routinely closed over 150 support requests per month, consistently met all ticket SLA’s 98% of time, and maintained ticket closure rate of 99%

Computing Sales Consultant

Best Buy Taylor
, MI
09.2012 - 02.2016
  • Engage customers by using selling skills to build complex connected solutions in fast-paced environment, where customers leave satisfied with products in which they purchased
  • Support sales strategies in partnership with Sales Manager to achieve operating results, growth objectives, and overall financial performance goals

Education

GED -

Henry Ford Community College
09.2021 - Current

Skills

    Technical troubleshooting

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Certification

ITIL Foundation 4

Work Availability

monday
tuesday
wednesday
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friday
saturday
sunday
morning
afternoon
evening
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Timeline

GED -

Henry Ford Community College
09.2021 - Current

Help Desk Assistant Manager

Aisin World Corp. Of America
04.2018 - Current

Lead Support Analyst

03.2017 - 04.2018

Technical Support Analyst

02.2016 - 03.2017

Computing Sales Consultant

Best Buy Taylor
09.2012 - 02.2016

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Emily DonaldsonHelp Desk Assistant Manager