LaKeshia Wilson
Summary
Collaborative leader built by years of organization, dedication, and flexibility through a customer serviced based technology background. Uses an analytical approach to build and maintain relationships with diverse range of stakeholders in dynamic, fast-paced settings. A proactive professional whom detects, anticipates, and resolves issues before the mass is impacted.
Overview
6
6
years of professional experience
Work History
IT Service Desk Manager
ElevatePFS (formerly Professional Medical Services
01.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Onboarded new employees with training and new hire documentation.
IT Helpdesk Operator
Ben E. Keith
11.2019 - 11.2020
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Participated in continuous improvement initiatives, identifying areas for process optimization and recommending changes for implementation.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Streamlined helpdesk processes for increased efficiency and improved response times.
IT Service Desk Analyst
GM Financial
11.2018 - 11.2019
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
Education
Pharmacy Technician Certification - Pharmacy
Remington College
Fort Worth, TXElectrical Engineering
Oklahoma State University
Stillwater, OKHigh School Diploma -
Putnam City High School
Oklahoma City, OKSkills
- Time Management
- Team Leadership
- Project Management
- Strategic Planning
- Customer Relationship Management (CRM)
- Verbal and written communication
- Cross-Functional Teamwork
- Complex Problem-Solving
- Attention to Detail
- Adaptability
Technical Highlights
- ServiceNow
- MS Office
- Salesforce
- TCP/IP
- Citrix
- SCCM
- Group Policy
- VMWare Horizon
- Leostream
- Tight VNC
Timeline
IT Service Desk Manager
ElevatePFS (formerly Professional Medical Services
01.2021 - Current
IT Helpdesk Operator
Ben E. Keith
11.2019 - 11.2020
IT Service Desk Analyst
GM Financial
11.2018 - 11.2019
Pharmacy Technician Certification - Pharmacy
Remington College
Electrical Engineering
Oklahoma State University
High School Diploma -
Putnam City High School