James C. Valloric
Saline,Michigan
Summary
Experienced IT Help Desk Leader with a proven track record in delivering excellent Technical Support and Customer Service. Excellent team building and communication skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
NSF International
09.2018 - 10.2024
- Assisted in the development of the IT Service Desk following ITIL best practices
- Hired, trained, and directed a high-performing global team of technicians, ensuring adherence to best practices and optimizing daily ticket management
- Achieved a 96% user satisfaction rating and maintained an 88% SLA success rate, reporting metrics on help desk performance to management
- Developed a Knowledge Base (400+ articles) for request fulfillment processes and Level 1 incident resolution
- Implemented, integrated, and managed an Managed Service Provider to provide global 24/7 coverage for Level 1 Incident resolution
- Responsible for coordinating the onboarding of new employees and contractors between multiple departments
Level 1 User Support Technician
NSF International
09.2016 - 09.2018
- First level user support technician for in-house and remote based employees and contractors
- Triaged help desk tickets and calls from users
- Resolved Level 1 issues for users and managed the ITSM (Jira and ServiceNow) to track support issues
- Configured laptops for new hires and replacements
- Physically set up laptops and work station peripherals
- Escalated higher level incidents to appropriate support teams
Child Welfare Specialist
Catholic Charities JLH
09.2014 - 09.2016
- Manage the care of children in foster homes
- Assist parents in completing reunification plan
- Establish permanence in an adoptive home for the children
- Work closely with a treatment team to ensure needs are met for all parties
Child Welfare Specialist
Family Counseling and Children’s Services
01.2008 - 01.2014
- Manage the care of children in foster homes, assist parents in completing reunification plan, or establish permanence in an adoptive home for the children
- Worked closely with a treatment team to ensure needs were met for all parties
- IT Specialist
- Problem solve and provide support for day to day IT problems within the organization
Family Worker
Judson Center
01.2006 - 01.2008
- Responsible for organizing a treatment team to support youth in foster care and their families in making a successful transition from their foster home placement back into their family home
Juvenile Diversion Program Specialist
Washtenaw County Prosecutors Office
01.1999 - 01.2005
- Develop and implement diversion/restoration plan for first time non-violent juvenile offenders
- Technology Liaison
- Responsible for communicating with IT Department staff regarding upgrades and repairs of IT equipment within a satellite office
Education
Bachelor of Science - Information Assurance - Applied
Eastern Michigan University
Ypsilanti, MI01.2016
Bachelor of Arts Degree - Psychology
University of Cincinnati
Cincinnati, Ohio01.1992
Associates Degree - General Studies
University of Cincinnati
Cincinnati, Ohio01.1989
Skills
- Windows OS
- MS Office applications
- Word
- Excel
- Visio
- Project
- Outlook
- Teams
- SharePoint
- MS Active Directory
- MS Exchange
- Azure AD
Certification
- CompTIA A+ Certification
- CompTIA Network+ Certification
Timeline
IT Service Desk Manager
NSF International
09.2018 - 10.2024
Level 1 User Support Technician
NSF International
09.2016 - 09.2018
Child Welfare Specialist
Catholic Charities JLH
09.2014 - 09.2016
Child Welfare Specialist
Family Counseling and Children’s Services
01.2008 - 01.2014
Family Worker
Judson Center
01.2006 - 01.2008
Juvenile Diversion Program Specialist
Washtenaw County Prosecutors Office
01.1999 - 01.2005
Bachelor of Arts Degree - Psychology
University of Cincinnati
Associates Degree - General Studies
University of Cincinnati
- CompTIA A+ Certification
- CompTIA Network+ Certification
Bachelor of Science - Information Assurance - Applied
Eastern Michigan University
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