La'Tresha Gregory
Yorkville,IL
Summary
Dedicated customer service manger with extensive experience in law firm settings. Respected builder and leader of customer-focused teams. Recognized for ability to thoroughly research, analyze situations, propose creative solutions, and bring projects to a completion under time, cost, scope and quality constraints. Strong leader with results oriented approach to management who is focused on delivering the highest standard of customer service. Highly organized and self-motivated professional experienced in project management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Passionate about driving business growth and creating positive work environment.
Overview
35
35
years of professional experience
Work History
Associate Director, Global IT Service Desk
Kirkland & Ellis
01.2022 - Current
- Led three teams of up to 35 personnel, supervising daily performance as well as training and improvement plans.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Established strong relationships with key business partners, creating mutually beneficial opportunities for growth and collaboration.
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools.
- Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.
- Enhanced employee performance through targeted training programs and regular feedback sessions, resulting in higher productivity levels.
- Revamped internal communication channels to foster greater transparency between departments and improve overall organizational cohesion.
- Engaged analytical subject matter experts outside project teams to drive troubleshooting of critical process-related deviations and enhance process improvements.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Manager, Global IT Service Desk & Systems Administration
Kirkland & Ellis LLP
02.2010 - 01.2022
- Promoted to manager position to recruit, train and supervise 15+ Service Desk analysts and 4 Systems Administrators
- Hired, coached, and mentored individuals; assisted in the training and instructing personnel
- Designed and developed training modules for Service Desk staff
- Managed third party vendor relationships
- Defined, implemented and managed an overall client satisfaction and operational improvement program
- Participated in annual budget review
- Participate in FW projects as the technical representative of the Service Desk
- Perform complex feasibility studies, life-cycle analysis and cost/benefit studies
- Provide leadership to manage escalation and resolution of critical issues
- Manage the Supervisors of the IT Service Desk and Technology Support groups related to Service Desk Operations
- Liaison between end users and the larger IT department
- Foster and environment in which end-users enjoy high levels of service and employees are motivated to deliver top performance.
Service Desk Supervisor
Kirkland & Ellis LLP
02.2008 - 08.2010
- Performed interviews for new professionals and provided feedback to senior managers
- Developed performance measurements framework and facilitated a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
- Analyzed performance of Service Desk activities, identified problem areas, and devised and delivered solutions to enhance quality of service and to prevent future problems
- Participated in the development of a service level agreements and ongoing management of service level compliance
- Created and maintained a training program for increased business, customer service and technical knowledge
- Managed FTE resources for optimal performance
- Participated in and drove the participation of the Service Desk in the organization's change management process and other project initiatives
- Assisted the Service Desk manager in the preparation and administration of departmental business plans and metrics
- Provided leadership to manage escalations and resolution of critical issues.
Technology Specialist II
Foley & Lardner
02.2007 - 02.2008
- Communicated with independent technicians and outside vendors to resolve operating system, management system and network, and hardware problems
- Provided high quality customer support including installing, configuring, repairing and upgrading desktop hardware, printers, software and peripherals
- Performed internal configurations of chassis-based closet electronics, personal and laptop computers; network protocols specifically using TCP/IP, printers and peripherals
- Established hardware and software troubleshooting procedures; installed new software; Windows XP/2003 and Microsoft Office XP/2003 and Outlook XP/2003.
Lead Technical Support Specialist
Jones Day
01.1989 - 01.2007
- Provided second level support for client technical problems and functional issues
- Developed and managed project plan for upgrading 1200 PC's to Windows XP
- Developed and led team by implementing tasks, maintaining documentation and ensuring deadlines were exceeded
- Managed and deployed hardware & software using Active Directory, Ghost Multitasking, and local installations
- Built, maintained, repaired, and customized configurations settings for desktop and laptop systems, including Wireless and VPN
- Arranged equipment maintenance including vendor repairs, and depot repairs, including maintaining departmental records
- Responsible for scheduling and coordinating single and multi-point video conferences between offices and/or client sites.
Education
Master of Management with concentration in Business Administration -
Ursuline College
Pepper Pike, Ohio01.2006
Bachelor of Arts with Honors in Information Technology -
Notre Dame College of Ohio
South Euclid, OH01.2004
ITIL Foundations certified -
HDI Manager certified -
Skills
- Service Desk Management
- Systems Administration Management
- Incident & Problem Management
- Customer Satisfaction Enhancement
- Team building & Training
- Operations Management
- Project Management
- Strategic leadership
- Analytical Thinking
- Coaching and Mentoring
- Process Improvement
Selected Contributions
- IT Service Desk Unification: Participated on project management team to plan and implement transition from local office help desk to global IT Service Desk environment consistent with ITIL Service Management methodology. Assisted in managing and documenting the processes, standards, procedures and guidelines of each office. Authored Standard Operations Manual for IT Service Desk.
- Major Application/Operating System Upgrades: Managed various aspects of multiple high-impact technology upgrades, including Outlook/Exchange 2016, Windows 97 to Windows XP, Office 2007 to Office 20016, and Automated Call Distribution System. Managed the application integration processes, coordinated hardware replacements, managed local offices initiatives for annual hardware inventory/upgrades, wide-scale printer replacement, software installation and analysis and resolved issues concerning trends and training needs.
Activities
- Bridges Mentoring Center for Youth Development
- National Black MBA Association
- American Cancer Society
- Seasons Hospice
Timeline
Associate Director, Global IT Service Desk
Kirkland & Ellis
01.2022 - Current
Manager, Global IT Service Desk & Systems Administration
Kirkland & Ellis LLP
02.2010 - 01.2022
Service Desk Supervisor
Kirkland & Ellis LLP
02.2008 - 08.2010
Technology Specialist II
Foley & Lardner
02.2007 - 02.2008
Lead Technical Support Specialist
Jones Day
01.1989 - 01.2007
Master of Management with concentration in Business Administration -
Ursuline College
Bachelor of Arts with Honors in Information Technology -
Notre Dame College of Ohio
ITIL Foundations certified -
HDI Manager certified -
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