Jessica Thieman
Seymour,MO
Summary
As a dedicated IT Service Desk Supervisor with extensive experience in communication, technology, program development, supervision, and organization, I am eager to contribute to a dynamic team. My expertise in ServiceNow, Navigator, Mainframe, Microsoft SCCM, Windows Operating Systems, Office 365, Active Directory, Remote Support tools, and ADO, combined with my background in Commercial/AG and Personal Lines Agent Facing software, including Duck Creek User Interface and Rating Software, positions me to drive success and innovation in your organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Supervisor
American National Corporate
05.2022 - Current
- Supervises and mentors team members of the IT Service Desk, including but not limited to time management, PTO approvals, annual, midyear and quarterly reviews, QA reviews, career development and disciplinary actions
- Oversee the day-to-day department duties such as: customer service needs, agent support, team tasks, schedules, and daily team metrics overview
- Implements and oversees the execution of department and corporate policies, processes, and procedures to ensure compliance and attains the expected level of customer service
- Collaborates with the Service Management team to develop and implement training for team members and service management application users/customers for service support systems and processes
- Collaborates with CTS infrastructure and application development team leaders to facilitate and implement change
- Oversees the day-to-day department duties and customer service needs while working to establish workload priorities, team assignments, tactical plans, schedules, and key milestones
- Partners with the Service Management development team to function as a business analyst for needs and testing prior to production migrations
- Monitors, reports, and communicates on CTS metrics and Service Desk KPIs
IT Service Desk Associate II
American National Corporate
03.2019 - 05.2022
- Take calls from agents and internal employees trouble shooting hardware and software issues
- Tier 2 work reviewing XML and finding inconsistencies in policies in the XML
- Collaborates with other departments to come up with a favorable resolution
- Triage, document and resolve each problem report per support standards
- Mentor and help train team members
Client Customer Service Representative II
American National Corporate
02.2018 - 03.2019
- Take calls from agents and insureds with attention to detail with follow ups required
- Problem resolution with accounts and website login with a customer focused attitude
- Determine correct route for incoming calls
- Maintain an up-to-date knowledge of American National Software
- Able to multitask in a fast-paced environment
- Mentor and help train team members
Lead Infant Teacher
Little Sunshine playhouse and preschool
02.2015 - 02.2018
- Plan curriculum and upload to parent website for review
- Supervise activities and co-teachers throughout the day
- Organize the infant care and keep parents informed of daily progress through use of the website
- Updating daily web information
- Input data to show progress of each student throughout the day
Education
Associate of Arts -
Ozark Technical Community College
Springfield, MO05.2015
Skills
- Leadership Skills
- Dedication
- Communication
- Results-Oriented
- Time Management
- Attention to Detail
- Empathy and Compassion
- Critical Thinking
- Positivity
- Accountability
- Work Well Under Pressure
- Customer Service
Certification
ITIL Foundation 4.0, IT Service Management, 2024
Timeline
IT Service Desk Supervisor
American National Corporate
05.2022 - Current
IT Service Desk Associate II
American National Corporate
03.2019 - 05.2022
Client Customer Service Representative II
American National Corporate
02.2018 - 03.2019
Lead Infant Teacher
Little Sunshine playhouse and preschool
02.2015 - 02.2018
Associate of Arts -
Ozark Technical Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementWork-life balanceLanguages
English
Native or Bilingual
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