Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Hi, I’m

Margaret "Maggie" Gonzalez

IT Service Desk Supervisor
Cincinnati,OH
Margaret "Maggie" Gonzalez

Summary

Currently a top-performing and company-recognized Service Desk Supervisor offering excellent skills in ITSM, KPI and SLA achievement, and emotionally intelligent leadership. Background includes ITIL process writing, client management, and understanding the role of process and account health in relation to business operations. Motivated performer now ready for the next step. Interested in expanding personal growth in ITIL Problem Management.

Overview

18
years of professional experience
2
Languages

Work History

WebHelp (ATOS Client Partner)
Mason, OH

IT Service Desk Supervisor
12.2020 - Current

Job overview

  • Oversee service desk for Top 3 rail company
  • Focus on SLA and KPI achievement and continuous improvement
  • Balance traditional leadership techniques with emotionally intelligent leadership to further team productivity and happiness in remote working environment
  • Mentor current ITIL Process Analysts with focus on Knowledge Management and team building and coaching; cooperate with them on joint improvements
  • Work with internal Operations and Service Delivery Management to deliver and improve upon Service Desk performance
  • Collaborate with client on joint quality initiatives and address any client concerns
  • Co-work with Quality Analysts to analyze agent phone handling quality
  • Design employee work schedules to address complete operational needs
  • Monitor team productivity and analyze processing times, survey comments, and both client and agent feedback for efficiency improvements
  • Assist in weekly and monthly SLA and KPI reporting

ATOS
Mason, OH

IT Process Analyst
10.2016 - 12.2020

Job overview

  • Maintained transportation client's account knowledge database of 2,400 processes based on ITIL format in Service Now. Created and edited processes on schedule.
  • Streamlined previously multi-page processes with focus on efficiency and accuracy to improve agent handle time and customer satisfaction
  • Provided new hire training and continuous improvement coaching for team of Service Desk agents
  • Assisted with data analysis for weekly and monthly metrics. Consistent achievement of all service level agreements: under 30 second average speed to answer (ASA), under 5% abandonment rate (ABN), ranged 4.4-4.8 out of 5 on customer satisfaction (CSAT), and 86% or above first contact resolution rate (FCR)
  • Liaised between internal operations management and client's internal management teams; known for strong writing and verbal communication and collaborative nature
  • Created best practice guidelines for client to both understand when to engage Process Analyst during projects and how to document their own knowledge share, these guidelines are now in use across all client IT departments
  • Provided researched and constructive feedback for quality improvement to both agents for process usage and client handling as well as to client management for process improvement and efficiency
  • Collaborated with internal service delivery management and deskside teams for shift-left initiatives, reducing ticket bounce

ATOS
Mason, OH

IT Admin & SME- Account Group Management
06.2012 - 09.2016

Job overview

  • Transitioned healthcare client's account processes and rewrote to ITIL standards within 1 year
  • Identified process gaps for creation and implementation of standard operating procedures for account processing and group OU maintenance
  • Trained combined team of 12 onshore and offshore colleagues then successfully transitioned account fully offshore reducing head count by 6
  • Backup Subject Matter Expert for internal account management toolset interfacing with AD and Exchange

Siemens IT Solutions & Services
Mason, OH

IT Systems Support
03.2011 - 07.2012

Job overview

  • Efficiently resolved technical issues concerning software installation, application functionality, and network connectivity for approximately 10,000 North American employees
  • Created and managed thousands of personal domain accounts as well as hundreds of distribution lists, shared mailboxes, system accounts, and more
  • Frequently supported troubleshooting for Outlook, Citrix, and Exchange

Education

Miami University
Oxford, OH

Bachelor of Arts from Speech Communications

University Overview

Pending Graduation, all degree capstone requirements previously completed for Bachelor of Arts in Speech Communications (Public Relations Emphasis). Will need to complete 3 remaining electives.

  • Minor in Spanish

Miami University
Oxford, OH

Arts of Bachelor from International Studies

University Overview

Pending graduation; all major capstone requirements completed for Arts of Bachelor in International Studies (Western Europe emphasis). Will need to complete 3 remaining electives.

Skills

Account development

undefined

Accomplishments

Accomplishments

Winner - ATOS Gold Winner's Circle 2019 Trip Award

Recipient - ATOS Gold awards for account leadership: 2018, 2019

Recipient - ATOS Silver award for account transition: 2016

Finalist - Voice of Siemens: 2011

Interests

Travel

Hiking

Reading

Archaeological Fieldwork

Animal Socialization & Volunteering

ITIL

ITSM

Timeline

IT Service Desk Supervisor
WebHelp (ATOS Client Partner)
12.2020 - Current
IT Process Analyst
ATOS
10.2016 - 12.2020
IT Admin & SME- Account Group Management
ATOS
06.2012 - 09.2016
IT Systems Support
Siemens IT Solutions & Services
03.2011 - 07.2012
Miami University
Bachelor of Arts from Speech Communications
Miami University
Arts of Bachelor from International Studies

Similar Profiles

  • Jonathan Benjamin Matignas

    Jonathan Benjamin MatignasJonathan Benjamin Matignas

    Technical Help Desk Analyst at Atos Philippines / WebhelpTechnical Help Desk Analyst at Atos Philippines / Webhelp

    View Profile
  • Harsha M

    Harsha MHarsha M

    Program Manager II (PgM) at Tech Mahindra (Client Partner: Google Inc)Program Manager II (PgM) at Tech Mahindra (Client Partner: Google Inc)

    View Profile
  • Ganesh Gopalakrishnan

    Ganesh GopalakrishnanGanesh Gopalakrishnan

    Agile Project Manager at Atos - Client (Allstate Insurance)Agile Project Manager at Atos - Client (Allstate Insurance)

    View Profile
Margaret "Maggie" GonzalezIT Service Desk Supervisor