Windows XP through 10
Gabrielle Spriggins
IT Service Desk Manager/Coordinator
League City,TX
Summary
10 years of experience in Technical Support and Customer Service. 4 years of experience in Help Desk Management and Project Coordinating. Adept at managing technology needs, including tracking, purchasing, and deploying technology equipment, setting up systems, and administering software. Solution driven and excellent at connecting high-level concepts with technical knowledge to collaborate with various teams and stakeholders as well as resolve complex issues. Best-known attribute is patience and tact with customers, users, and employees.
Overview
1
1
Certification
4
4
years of post-secondary education
10
10
years of professional experience
Skills
Help Desk Management
Certification
ITIL V3 Certified - AXELOS
Work History
Service Desk Manager
Lee College
Baytown, TX
01.2020 - Current
- Promoted to Service Desk Manager after successfully maintaining management of Help Desk and Desktop Support teams during Interim role.
- Provided technical direction on Help Desk and Desktop Support projects and initiatives.
- Worked closely with CIO and 3rd tier support to plan, develop, coordinate Service Desk operations aligned to IT strategic initiatives.
- Provided Tier 2 troubleshooting support as a backup to Desktop Support Technicians for VIPs, Faculty, and Staff.
- Led a team of 3 members and participated in resolving 150 - 300 support requests weekly for technical support tickets resulting from the COVID-19 response on wide range of remote working issues related to passwords, VPN connectivity, equipment set ups and loans.
- Continued role responsibilities from the Help Desk Coordinator position.
Help Desk Coordinator
Lee College
Baytown, TX
03.2016 - 12.2019
- Provided complex troubleshooting for software issues and leveraged resources to resolve IT related issues and allocate project time to Desktop Support Technicians.
- Successfully established and implemented standards and processes for Help Desk and Desktop Support operations to run more smoothly as responsibilities expanded in these areas.
- Designed ad hoc as well as automated ticket reports in ServiceNow delivered directly to the CIO on a weekly and monthly basis.
- Coordinated computer and software deployments and replacements via refresh matrices to ensure proper coverage, maximized network uptime, and increased user satisfaction.
- Provided ongoing faculty and staff training on various computer software to integrate innovations into instruction and administration.
Technical Analyst
Compucom
Houston, TX
10.2015 - 02.2016
- Guided implementation for the IT Knowledge Base in the Cherwell ticketing system.
- Facilitated training for the help desk team members on the use of and contribution to the knowledge base to consolidate and store documentation.
- Provided Tier 1 IT support through desk side support services and forwarded hardware and specialized software issues to the appropriate department with detailed notes.
Support Specialist I
Cardno ATC
Lafayette, LA
09.2013 - 06.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Responsible for creating Active Directory and Exchange accounts for new users and setting permissions as needed.
- Contributed to and maintained an internal knowledge base via SharePoint as a member of the Knowledge Management Team.
- Followed up with users to verify optimal customer satisfaction following support engagement and problem resolution.
Consultation Repair Agent
Geek Squad
League City, TX
08.2015 - 10.2015
- Conferred with existing and potential customers to assess requirements and propose optimal technical and software repair solutions.
- Assisted customers by troubleshooting issues, providing technical support to ensure customer satisfaction, and selling solutions to ensure long-term success of client
- Collaborated with the computer sales team to help them achieve their business goals by explaining services and technology
Computer Sales Consultant
Best Buy
Lafayette, LA
10.2012 - 01.2014
- Greeted customers and helped with computer and tablet product questions, selections, and purchases including in-store and e-service transactions.
- Conducted product demonstrations to highlight technology features and redirect objections to positive aspects.
IT Help Desk Student Assistant
University Of Louisiana
Lafayette, LA
08.2010 - 12.2012
- Provided phone support for online university applications and passwords, helping students, faculty, and staff in a timely manner.
- Helped streamline repair processes and update procedures by creating a Help Desk Wiki
- Documented all transactions and support interactions in ticketing system for future reference.
Software
Microsoft Office Suite
Office 365
Microsoft System Center Configuration Manager
ServiceNow ITSM Suite
Adobe Creative Cloud
Active Directory
Quote
Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.
Albert Schweitzer
Education
Bachelor of Science - Business Administration, Management Information Systems
University Of Louisiana At Lafayette
Lafayette, LA 08.2009 - 05.2013
Timeline
Service Desk Manager
Lee College
01.2020 - Current
ITIL V3 Certified - AXELOS
11-2018
Help Desk Coordinator
Lee College
03.2016 - 12.2019
Technical Analyst
Compucom
10.2015 - 02.2016
Consultation Repair Agent
Geek Squad
08.2015 - 10.2015
Support Specialist I
Cardno ATC
09.2013 - 06.2015
Computer Sales Consultant
Best Buy
10.2012 - 01.2014
IT Help Desk Student Assistant
University Of Louisiana
08.2010 - 12.2012
Bachelor of Science - Business Administration, Management Information Systems
University Of Louisiana At Lafayette
08.2009 - 05.2013
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