Kyonna Cousin
Baltimore
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with a keen focus on achieving results. Adept at navigating complex challenges, fostering a culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Manager IT Service Desk
Tessco Technologies
07.2022 - 02.2025
- Led, developed, and trained a Service Desk team of 7 technicians, fostering growth through training resources and enhancing team performance
- Managed user application licenses for IT software to ensure compliance with contractual restrictions, optimizing resource allocation and mitigating compliance risks
- Provided technical assistance to employees and documented the resolution of the issues in knowledge articles to enhance future support processes
- Conducted comprehensive annual performance reviews to evaluate team achievements, provide constructive feedback, and set actionable growth objectives
- Managed vendor relationships, ensuring timely delivery of services and adherence to contract terms
- Negotiated and executed vendor contracts, resulting in 15% cost savings while maintaining service quality
- Promptly addressed and resolved IT escalations, ensuring minimal downtime and maintaining service efficiency
- Designed, implemented, and managed an asset inventory system for 700+ laptops and team equipment using ITSM tools, ensuring precise tracking and optimized resource distribution
- Partnered with internal stakeholders to identify, implement, and integrate new technologies, resulting in streamlined processes and improved operational efficiency
- Provided senior management with timely updates on Service Desk issues and concerns, delivering actionable, data-driven recommendations to enhance IT service quality and efficiency
- Served as the Subject Matter Expert (SME) for several key IT and business applications, delivering comprehensive guidance and technical support to optimize performance and ensure efficient issue resolution
- Expert in IT Service Management (ITSM) tools such as ServiceNow and Fresh Service, with experience in creating dashboards, incident management, asset management, and knowledge base articles
- Proficient in Mobile Device Management (MDM) systems, including successful implementation and support of Intune solutions
- Advanced troubleshooting and root cause analysis capabilities to eliminate recurring technical issues
Service Desk Supervisor
Allegis Group
04.2018 - 07.2022
- Supervised a team of 15 onshore agents and 60 offshore personnel, ensuring seamless coordination, performance excellence, and adherence to service level agreements (SLAs)
- Directed L1, L2, and L3 support analysts across Baltimore and Manila, ensuring consistent adherence to SLAs, OLAs, and KPIs through strategic performance management and continuous process optimization
- Enhanced Service Desk workflows by identifying inefficiencies and introducing actionable improvements
- Streamlined technical support documentation and trained personnel to improve incident response times
- Utilized ServiceNow for comprehensive reporting, dashboard creation, incident tracking, and knowledge management
- Served as the Subject Matter Expert (SME) for the Nice inContact ACD tool, delivering expert technical guidance, optimizing system configurations, and troubleshooting issues to enhance call routing efficiency and agent performance
Help Desk Supervisor
DAVIS Construction
02.2017 - 04.2018
- Mentor 3 Help Desk technicians including annual performance reviews
- Oversaw mobility and peripheral programs, including the implementation of Intune MDM systems and monthly Verizon bill audit
- Diagnosed recurring technical issues, providing root cause analysis to prevent future occurrences
- Developed documentation to support projects, programs, and system configurations
- Conducted IT orientation for new employees and maintained detailed documentation on wiki platforms
- Created and managed budgets, ensuring resource allocation aligned with organizational needs
- Maintain assets in the inventory system
Service Desk Supervisor
TEKsystems Global Services
06.2014 - 01.2016
- Supervised a team of 15 onshore agents and 60 offshore personnel, ensuring seamless coordination, performance excellence, and adherence to service level agreements (SLAs)
- Oversaw daily Service Desk operations, supervising analysts to ensure consistent SLA adherence and delivering high-quality IT support services
- Facilitated the successful transition of Service Desk functions to offshore teams, ensuring seamless knowledge transfer, operational continuity, and adherence to service level agreements (SLAs)
- Acted as the onshore supervisor for the offshore team, ensuring effective communication, performance management, and alignment with service level agreements (SLAs) to maintain high-quality IT support
- Served as the Subject Matter Expert (SME) for the ACD tool, providing technical guidance, optimizing configurations, and resolving issues to enhance call routing efficiency
- Provided weekly performance metrics to agents, driving continuous improvement and enabling data-driven decision-making in service delivery
Service Desk Team Leader
TEKsystems Global Services
05.2012 - 06.2014
Education
Associate of Science Degree - Computer and Electronic Engineering Technology
ITT Technical Institue
05.2010
Skills
- Capacity for working in a team environment
- Cross-functional team coordination
- Data-driven decision making
- Excellent collaboration skills
- Excellent communication abilities
- ITSM Management
- Issue resolution
- Office 365
- Problem management
- Problem-solving abilities
- Recruiting and training
- Strong organizational skills with an eye for detail
- Troubleshooting and problem resolution
- Vendor relationship management
Certification
- Infrastructure Library (ITIL) v3 Foundation Certification - AXELOS.
Timeline
Senior Manager IT Service Desk
Tessco Technologies
07.2022 - 02.2025
Service Desk Supervisor
Allegis Group
04.2018 - 07.2022
Help Desk Supervisor
DAVIS Construction
02.2017 - 04.2018
Service Desk Supervisor
TEKsystems Global Services
06.2014 - 01.2016
Service Desk Team Leader
TEKsystems Global Services
05.2012 - 06.2014
Associate of Science Degree - Computer and Electronic Engineering Technology
ITT Technical Institue
Similar Profiles
Emmanuel AshekunEmmanuel Ashekun
Systems Administrator at TESSCO TechnologiesSystems Administrator at TESSCO Technologies
Lauren DeanLauren Dean
Key Account Manager at Tessco Technologies, Inc.Key Account Manager at Tessco Technologies, Inc.
Nicole GrateNicole Grate
Program Manager at Tessco Technologies Inc.Program Manager at Tessco Technologies Inc.