Gracie Lawson
Potosi,MO
Summary
Accomplished Service Desk Manager at Harps Foods, adept in ITIL Knowledge and exceptional in fostering customer satisfaction. Spearheaded a team to streamline IT processes, enhancing productivity by implementing a knowledge management system. Proven expertise in problem-solving and maintaining professionalism under pressure as a Baseball Umpire, ensuring fair play and promoting sportsmanship.
Overview
3
3
years of professional experience
Work History
Service Desk Manager
Harps Foods
11.2021 - Current
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
Baseball Umpire
Potosi Baseball Association
04.2023 - 06.2023
- Promoted good sportsmanship among players.
- Stayed composed and professional in high-pressure and emotionally-charged situations with coaches, players and fans.
- Fielded questions from athletes and coaches regarding specific scenarios and calls.
- Promoted fair play by consistently enforcing baseball regulations throughout each match.
Education
High School Diploma -
Potosi High School
Potosi, MO05.2024
Skills
- Service Level Management
- Incident Management
- ITIL Knowledge
- Escalation management
- Customer Service
- Problem-Solving
- Time Management
- Reliable and Responsible
- Goal-Oriented
Timeline
Baseball Umpire
Potosi Baseball Association
04.2023 - 06.2023
Service Desk Manager
Harps Foods
11.2021 - Current
High School Diploma -
Potosi High School
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