MICHELLE HENDRICKS
Edmond
Summary
Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Enterprise Service Desk Manager
CACI International
10.2023 - Current
- Lead and manage an IT Service Desk supporting 750,000 Air Force and Space Force personnel, ensuring seamless delivery of comprehensive IT services.
- Supervise 6 managers, each overseeing teams of up to 15, fostering an environment of continuous coaching, development, and performance optimization.
- Oversee a multi-channel support system, providing assistance via phone, chat, and self-service platforms, utilizing the ServiceNow ticketing system for efficient case management.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
Manager, Program Manager I - Program Manager II
Farmers Insurance
05.2014 - 10.2023
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Coached team members on productivity strategies to accomplish challenging goals
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences
IT Service Desk Lead
Farmers Insurance
10.2009 - 05.2014
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Collaborated with internal partners to effectively resolve user access or hardware issues
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Installed and configured operating systems and applications
- Generated reports to track performance and analyze trends
Senior Analyst
Farmers Insurance
02.2007 - 10.2009
- Investigated system issues and implemented resolutions to reduce downtime
- Identified and resolved problems through root cause analysis and research
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
Education
Bachelor of Science - Computer Science, Business Administration
East Central University
Ada, OK12.2004
Associate of Science - Computer Science
Murray State College
Tishomingo, OK05.2001
Skills
- Interpersonal Skills
- Self-Motivated
- Remote Team Management
- Collaborate Cross-Functionally
- Managing Operations and Efficiency
- Employee Coaching and Mentoring
- Process Improvement
- Incident management
Certification
- ITIL Foundations v3
- Lean Yellow Belt
Timeline
Enterprise Service Desk Manager
CACI International
10.2023 - Current
Manager, Program Manager I - Program Manager II
Farmers Insurance
05.2014 - 10.2023
IT Service Desk Lead
Farmers Insurance
10.2009 - 05.2014
Senior Analyst
Farmers Insurance
02.2007 - 10.2009
Associate of Science - Computer Science
Murray State College
Bachelor of Science - Computer Science, Business Administration
East Central University
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