Greg Atwood
Franklinton,NC
Summary
Dynamic IT Service Desk Lead/Manager with proven expertise at HCLTech, excelling in incident management and team leadership. Skilled in network troubleshooting and SLA management, I have successfully enhanced service delivery and agent performance through effective training and quality assurance. Committed to optimizing processes and fostering a collaborative environment for continuous improvement.
Experienced with leading service desk teams to ensure efficient IT support operations. Utilizes effective communication and problem-solving skills to address user issues promptly. Track record of enhancing team performance and maintaining high levels of user satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Desk Lead/Manager
HCLTech
10.2017 - Current
Shift Lead/Reporting Manager for multiple Projects
Duties Include: Reporting Manager - all administrative functions, interview prospective candidates and provide feedback to leadership, training new agents on desk policies and procedures
Reporting Manager duties- management of reportee training, PTO, performance evaluations, coaching agents on performance and knowledge improvement - perform QA/QC auditing of agent performance, manage daily call incoming call queue, provide support to agents with managing incoming calls, manage call floor
Knowledge Management work with client to maintain knowledge base for project, create, update knowledge articles as needed
Daily Management of ticket backlogs - maintain/update all tickets as needed contact users for follow up Maintain SLA's and completion resolution/accuracy
Education
GED -
Northern High School
Durham, NC06-1986
Skills
- Network troubleshooting
- Remote support
- Hardware troubleshooting
- Service Desk Management
- MO365 Support
- CompTia A NET Certified
- Incident management
- ITIL framework
- Escalation management
- Software troubleshooting
- Ticketing systems Service Now
- SLA management
- Guest communication
- Team management
- Reporting and analysis
Certification
CompTia A+ NET+
Timeline
IT Service Desk Lead/Manager
HCLTech
10.2017 - Current
GED -
Northern High School
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