Kristin Barry
Phoenix,AZ
Summary
Seasoned Service Desk Manager with background in IT operations and management. Strong emphasis on customer service, team leadership, and process improvement to enhance operational efficiency. Demonstrated skills in problem-solving, strategic planning and communication have consistently driven improvements in previous roles. Possess comprehensive knowledge of ITIL framework application, ensuring smooth service delivery and user satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
Coordinated Business Systems
Burnsville, MN
01.2022 - 09.2023
- Developed an effective approach to managed IT services, prioritized clients' needs, and delivered an extensive set of solutions and services. We took pride in our fast and personal support, and comprehensive range of IT competencies.
- Managed a team of 12 talented Network Service Technicians and telecom support staff, provided leadership and vision for the IT department, including strategic planning of information systems.
- Created operational policies, procedures, standards, Key Performance Indicators, guidelines, and best practices.
- Produced IT operational KPI and SLA dashboards using BrightGauge: filtered data from ConnectWise, SmileBack survey results, Datto device storage statistic information, and Webroot global policies for both endpoints and client sites.
- Ensured project completion by coordinating equipment, resources, and timetables with clients and IT support staff (e.g., client onboarding of both MNS and Telecom teams, email migrations, equipment purchases and upgrades, server/switch/firewall installations/renewals, and office moves).
IT Customer Experience Manager
AdvisorNet Financial
Minneapolis, MN
09.2019 - 01.2022
- Provided strategic technical leadership that elevated the IT service band for both staff and advisors by leveraging technology and software, including Salesforce, SharePoint, Microsoft Teams, and Microsoft-based products, optimizing existing processes and promoting in-house expertise through KPIs, driving an approach to show improvement.
- Managed day-to-day operations of a three-person Help Desk, IT billing, and reviews of help desk operations; tailored and optimized the service to the needs of staff and advisors in the context of business needs and support applications.
- Trained three help desk teammates to be effective technical experts, advocates, and solution collaborators.
- Worked as the Incident Manager to communicate Tier 1 outages and incident response, and directed communications to the impacted user base through the completion of the incident.
- Elevated customer experience by delivering white-glove service through the implementation of proposals, onboarding, transitions, and off-boarding, while improving the lifecycle documentation.
- Oversaw the lifecycle of software licenses, virtual assets, and physical equipment, ensuring equipment is properly upgraded while managing and approving equipment requests from other departments within the firm.
- Directed internal and external vendor resources, ensuring quality execution of service as a top priority.
- Managed technical training for both internal and external end users, driving adoption of security fundamentals while prompting further professionalism of the IT brand.
Service Desk Supervisor
Faegre Baker Daniels, LLP
Minneapolis, MN
09.2014 - 09.2019
- Managed the day-to-day operations of a nine-person Service Desk team of both local and virtual staff members located in Minneapolis, MN; Denver, CO; Indianapolis, IN; and London, U.K.
- Increased Service Desk customer satisfaction by 72% in the first eighteen months of employment.
- Executed Faegre Baker Daniels Service Desk KPIs from initial concept to implementation; utilized ITIL methodologies combined with HDI best practices.
- Instituted a five-minute after-call threshold that reduced the call abandonment rate by 20%; also implemented a 12% reduction in customer call wait times.
- Established seven IT support team hotlines for urgent customer requests, resulting in a 30% increase in First Call Resolution.
- Reduced service desk aging tickets by 11%.
- Supervised the monthly maintenance and inventory pool audits of 2,500 firm-issued mobile devices and wireless hotspot devices.
- Reduced firm-issued wireless device replacement costs by $15k per month, resulting in cost savings of approximately $210,000.
- Led the facilitation of the firm's new ITSM tool for 150 technology employees.
- Executed the delivery of Quarterly Help Desk Lunch-and-Learn sessions, which provided a forum for shared technology tips and tricks with firm personnel, led by Help Desk Analysts, reducing Help Desk calls by 14%.
- Introduced a Genius Bar concept: "Walk Up Wednesday" piloted in our Denver office during the fourth quarter of 2017. Offered sessions were a part of continued service improvements, which provided alternative methods for providing exceptional customer service.
- Implemented a four-week Service Desk New Hire Foundation training, which resulted in a 60% increase in employment retention.
Care/Sales Trainer
Comcast
Saint Paul, MN
11.2012 - 09.2013
- Promoted to Training Specialist in less than one year.
- Delivered the Comcast University learning curriculum and developed programs for new and current employees, supervisors, and managers, enhancing performance and delivering an immediate return on investment.
- Partnered with Comcast Busing Partners (teams) to reduce call center volume by proactive problem management.
- Facilitated learning, developing participants' competencies, and helping learners meet specified performance expectations.
- Monitored linkage between the curriculum and metrics, improving learner job performance.
- Coached participants back on the job, ensuring that learning translates to performance.
- Facilitated leadership courses for employees achieving Advanced Career Path, Level 3; Customer Experience Specialist, Level 4; Customer Experience Professional Level 5; and Customer Experience Expert.
Retention Supervisory
Comcast Cable Company
Saint Paul, MN
11.2012 - 06.2013
- Supervised a team of 17 call retention professionals, ensuring performance goals and objectives were met and maintained.
- Provided leadership and monitored the productivity of individual teams and call center results.
- Shared consistent feedback with team members, and followed up, ensuring continued performance growth.
- Performed daily and weekly audits through silent call listening, side-by-side observations, and monitored service calls, observing employee demeanor, technical accuracy, and conformity to company policies.
- Coached agents to meet production and call quality goals: First Call Resolution, Voice of the Customer, Survey, Retained Revenue, and Transitional Sales Rate.
- Worked in conjunction with Staffing Agency through the hiring process.
- Prepared and delivered quarterly and annual reviews.
- Achieved top Sales Team, 1/13; 2/13; 4/13.
Education
Bachelor of Science - Computer and Information Sciences and Support Serv
The College of St. Scholastica
Duluth, MN05-2018
Skills
- IT service management
- Incident management
- Project management
- KPI development
- Customer service
- Team leadership
- Technical training
- Communication skills
- Service level management
- Workflow management
- Problem-solving
- Outgoing and energetic
- Coaching and mentoring
- Multitasking and organization
- Productivity monitoring
- New employee hiring
- MS office
- Verbal and written communication
- Quality control
Certification
- Level 1 Training Specialist Certification
- Pro-Coach Certified
References
References available upon request.
Timeline
IT Service Desk Manager
Coordinated Business Systems
01.2022 - 09.2023
IT Customer Experience Manager
AdvisorNet Financial
09.2019 - 01.2022
Service Desk Supervisor
Faegre Baker Daniels, LLP
09.2014 - 09.2019
Care/Sales Trainer
Comcast
11.2012 - 09.2013
Retention Supervisory
Comcast Cable Company
11.2012 - 06.2013
Bachelor of Science - Computer and Information Sciences and Support Serv
The College of St. Scholastica
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