Jonathon Ciofu
Sterling Heights,MI
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
Work History
Service Desk Operations Manager
HTC Global Services
2021.01 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with external vendors and suppliers.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Service Desk Team Lead
HTC Global Services
2018.09 - 2021.01
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Enhanced team performance by providing regular coaching, feedback, and training sessions.
- Created comprehensive documentation on troubleshooting procedures to improve first-contact resolutions rates while maintaining accuracy levels consistently high.
- Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
Service Desk Analyst
HTC Global Services
2016.03 - 2018.09
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
Shared Services Specialist
Kelly Services
2014.08 - 2016.03
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Reported issues to property manager so effective resolutions could be put into place.
Manger
Brookshire Auto Wash
2011.08 - 2014.08
- Oversaw day to day operations of all aspects of business
- Assisted in the hiring, selecting, training and development of staff
- Provided and retained knowledge on products and services
- Recommended appropriate items and directed customers to the proper selections.
Education
Bachelor of Science in Business Administration - Business Management
Saginaw Valley State University
05.2009
Skills
- Operations Management
- Team Leadership
- Problem-Solving
- Customer Service
- Policies and procedures implementation
- Customer Relationship Management
References
References are available upon request.
Timeline
Service Desk Operations Manager
HTC Global Services
2021.01 - Current
Service Desk Team Lead
HTC Global Services
2018.09 - 2021.01
Service Desk Analyst
HTC Global Services
2016.03 - 2018.09
Shared Services Specialist
Kelly Services
2014.08 - 2016.03
Manger
Brookshire Auto Wash
2011.08 - 2014.08
Bachelor of Science in Business Administration - Business Management
Saginaw Valley State University
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