Qiana Ramsey
Brookfield
Summary
Qiana Ramsey, MBA, experienced IT professional with a demonstrated history of leadership in technology management across various organizations. As the Global IT Desktop Manager at Zywave, focus points included team growth, collaboration, and improved client delivery while preparing for sustainable scalability. Previous roles include Regional IT Help Desk Manager at IntePros Consulting for Keolis, IT Help Desk Manager for the 59th Presidential Inaugural Committee, and IT Help Desk Floor Manager at WEC Energy Group, showcasing expertise in IT support, operations management, and technology optimization. Two-time graduate of UW-Milwaukee, earned an EMBA, preceded by a BBA in Management Information Systems from the Lubar College of Business.
Motivational leader and organizational problem-solver with advanced management, team building, tech and client centric skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using technology, analysis, and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Global IT Desktop Manager
Zywave
Wauwatosa
11.2021 - 07.2025
- Developed a domestic and international team of IT support analysts, enhancing client satisfaction through a new ticketing system.
- Managed hardware and mobile devices to ensure optimal performance across the organization.
- Facilitated cross-team collaborations to maximize project contributions and achieve mutual goals.
- Reimagined global service desk operations, improving efficiency across various regions.
Regional IT Help Desk Manager
IntePros - Keolis
07.2021 - 11.2021
- Management of TI (12 via NWN) & TII Help Desk (bicoastal, onsite and remote 8) and IT Partnerships to redefine and improve KPIs, SOPs/workflows, leveraging technology for streamlining work and communication to ultimately improve client satisfaction and confidence through improved IT performance and delivery.
- Facilitated operation meetings w/engineers & specialists.
IT Help Desk Manager
59th Presidential Inaugural Committee (PIC)
11.2020 - 02.2021
- Started from scratch, building an IT environment, onboarding, offboarding & decommissioning the workspace and technologies.
- Led, inspired, supported, worked alongside a talented team of technology professionals (direct reports), collaborated with security, system engineers and their managers.
- Daily goals, metrics, status, and results ensuring efficiency in the fast-paced environment.
IT Help Desk Floor Manager
WEC Energy Group
01.2017 - 11.2019
- Managed the day-to-day operations for a team of 12 IT Service Desk (help desk) representatives with additional escalation support for the Second Level ITSD team of seven and after-hour escalation support for nine Computer Operators (24x7) as needed (three per shift).
- Serviced all 10K employees from WI, IL, MN, and MI.
- CAB Major Incident Management (60+ weekly attendees)
Education
Executive MBA -
UW-Milwaukee
BBA - Management Information Systems
Lubar College of Business
Milwaukee, WISkills
- ServiceNow and ITSM
- SLAs and KPIs
- Active Directory management
- SCCM expertise
- Microsoft Windows and Office
- Teams collaboration
- O365 administration
- CoPilot proficiency
- Slack communication
- Apple and Mac support
- Duo MFA implementation
- Dell laptop management
- Monitor setup and configuration
- Docking station integration
- EPOS Sennheiser audio solutions
- CIC-GII knowledge
- Mobile device management
Character Attributes
- Analytical
- Approachable
- Active Listener
- Connector
- Collaborative
- Client Centric
- Dynamic
- Engaging
- Empathetic
- Flexible
- Resilient
- Supportive
- Inclusive
- Open-minded
- Innovative
- Proactive
- Empowering
- Communicative
- Strategic
- Servant Leader
- Resourceful
- Responsive
- Inspiring
- Visionary
Timeline
Global IT Desktop Manager
Zywave
11.2021 - 07.2025
Regional IT Help Desk Manager
IntePros - Keolis
07.2021 - 11.2021
IT Help Desk Manager
59th Presidential Inaugural Committee (PIC)
11.2020 - 02.2021
IT Help Desk Floor Manager
WEC Energy Group
01.2017 - 11.2019
Executive MBA -
UW-Milwaukee
BBA - Management Information Systems
Lubar College of Business