Resourceful Service Desk Lead highly productive in task completion, streamlining operations for enhanced service delivery. Possess specialized skills in incident management, and customer service excellence. Excel at communication, problem-solving, and team leadership to drive improvements and user satisfaction.
Overview
9
9
years of professional experience
Work History
Service Desk Lead
Leidos
10.2022 - Current
Documenting procedures for official use of resolving incidents and requests.
Reassurance of timesheet submissions and approval.
Assist agents with complicated incidents and requests and provide guidance for future issues.
Train new service desk agents and supervisors according to the respective Federal Component (FC) management.
Proficient in managing and operating the United States Trustee Program over 5 years.
Proficient in managing and operating the Justice Management Division for 2 years.
Provide Daily Operations report for Service Desk Management in relation to call and ticket metrics for the previous workday.
Outstanding report from supervisor and manager regarding yearly goals.
Responsible for providing Quality and Assurance (QAs) for each agent managed.
Service Desk Technician
Leidos
04.2020 - 10.2022
Route customers when appropriate to proper support queues.
Partner with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills).
Excels at tolerance for processes and people.
Solves problems for customers with challenging expectations (escalate the issue if needed).
Solves problems consistently and completely with minimum supervision.
Responsible for working to share strengths with peers.
Excels at recognizing internal and external customers’ needs and expectations.
Create an email report of emails left in the mailbox for report purposes.
Respond to voice mail messages.
Assist in training new hires.
Client Technical Support Associate
Dell Services Federal Government (NTT Data)
Clinton, USA
06.2016 - 03.2020
Route customers when appropriate to proper support queues.
Partner with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills).
Excels at tolerance for processes and people.
Solves problems for customers with challenging expectations (escalate the issue if needed).
Solves problems consistently and completely with minimum supervision.
Responsible for working to share strengths with peers.
Excels at recognizing internal and external customers’ needs and expectations.
Create an email report of emails left in the mailbox for report purposes.
Respond to voice mail messages.
Assist in training new hires.
Education
Bachelors of Business Administration - Business Information Systems
Mississippi State University
Starkville, MS
Associate of Arts - Accountancy
Northwest Community College
Senatobia, MS
Skills
Leadership
Time Management
Problem Solving
Strategic Planning
Training / Coaching
Communication
Timeline
Service Desk Lead
Leidos
10.2022 - Current
Service Desk Technician
Leidos
04.2020 - 10.2022
Client Technical Support Associate
Dell Services Federal Government (NTT Data)
06.2016 - 03.2020
Bachelors of Business Administration - Business Information Systems