Jeannie Malone
Immersion Hospitality Inc
Surprise,AZ
32
years of professional experience
Strategic Help Desk Manager with 25 years of experience overseeing technical support operations, leading teams, and improving service performance. Proven track record of developing training programs, optimizing workflows, and implementing best practices that reduce response times and elevate customer satisfaction. Adept at leveraging data-driven insights to drive continuous improvement and strengthen relationships across all levels of the organization.
Work History
Help Desk Manager
16 Years 11 Months- Implemented support ticketing system, streamlining issue tracking and resolution processes.
- Analyzed help desk performance metrics, identifying trends to drive process improvements and efficiency.
- Developed training programs for staff, improving knowledge of IT systems and customer service protocols.
- Established best practices for incident management, reducing response times and increasing first-call resolution rates.
- Recruited, trained and supported help desk technicians and representatives.
- Provided basic end-user troubleshooting and desktop support.
- Led team in resolving technical issues, enhancing user satisfaction and service quality.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Managed high levels of call flow and responded to technical support needs.
- Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
- Provided on-call support for critical issues related to [Citrix, Kronos, SAP, Quibica, Epitome, RecTrac, WebTrac, GolfTrac, Networking, Hardware Support, Fusebox].
Help Desk Manager
15 Years- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Mentored junior staff members, fostering a culture of continuous learning and professional development within the team.
- Compiled and accurately entered data for each customer encounter to record in the system.
- Compiled and accurately entered data for each customer encounter to record in the system.
- Documented support interactions for future reference.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed help desk consisting of 120 agents, 11 supervisors and 1 Administrative Assistant, and conducted performance evaluations.
- Created support documentation that enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Scheduled staff and delivered training materials and information.
- Worked with software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes.
- Streamlined help desk operations for increased efficiency and faster response times.
- Collaborated with IT leadership on strategic initiatives aimed at improving overall service quality and user satisfaction levels.
- Improved customer satisfaction by efficiently resolving technical issues and providing prompt support.
- Developed comprehensive training programs for new hires to quickly acclimate them to company systems and processes.
Education
No Degree - Travel And Hospitality
Travel And Hospitality Certificate - Travel & Hospitality Industry
Skills
Documentation management
End-user support
Helpdesk coordination
Escalation handling
Ticket handling
Service desk supervision
SLA management
Software troubleshooting
End user support
Help desk coordination
Detailed documentation
Ticket management
Client management
Team leadership
Teamwork
Attention to detail
Team collaboration
Adaptability and flexibility
Task prioritization
Continuous improvement
Project management
User support
Ticketing system proficiency
Remote support
Timeline
Help Desk Manager
Immersion Hospitality Inc
10.2009 - CurrentRead More
Help Desk Manager
Choice Hotels INTL
08.1994 - 08.2009Read More
Black Hills State College
No Degree from Travel And Hospitality
Read More
Scottsdale School of Travel
Travel And Hospitality Certificate from Travel & Hospitality Industry
Read More