Shaniece Carter
Kansas City,MO
Summary
Professional with strong experience in IT support and team leadership. Adept at managing help desk operations, streamlining workflows, and resolving technical issues efficiently. Focused on fostering team collaboration, adapting to changing needs, and driving results. Skilled in troubleshooting, customer service, and system administration. Reliable and flexible, ensuring operational excellence and user satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Help Desk Manager
Perfect Output LLC.
03.2020 - Current
- Managing, mentoring, and supporting a team of help desk technicians
- Communicating with clients and providing support through phone and email submission
- Perform root cause analysis of escalations and identify solutions to prevent similar issues in the future
- Managing service level agreements
- Developed and instituted SLAs consistently receiving 90%+ ratings in all5-customer satisfaction categories
- Monitoring team performance and developing feedback reports for management
Project Manager
Perfect Output LLC.
03.2017 - 03.2020
- Strong aptitude for planning, problem-solving, and process improvement, and have successfully managed projects with up to twenty-five team members
- My projects have resulted in increased efficiency and cost savings of up to 20%
Help Desk Technician
Perfect Output LLC.
04.2009 - 03.2017
- Assisted clients with print related hardware, or software issues
- Troubleshot printer issues, responded to queries, ran diagnostic programs, isolated problems, and implemented solutions
- Dispatched service technicians to resolve repair issues, ordered service parts and supplies to refill the client’s inventory
Education
B.A. - Human Resources Management
Avila University
Kansas City12.2018
Skills
- Effective communication and organizational skills
- Fundamental understanding of ITIL incident, ServiceNow, HRIS and EPIC
- Effective Coaching & Mentoring
- Service desk team management
- SLA management
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Performance evaluation conduction
- End user support
- Ticketing system proficiency
- Remote support
Certification
- Google Technical Support Fundamentals Certificate2024
- Google The Bits and Bytes of Computer Network Certificate2024
Google IT Professional Certificate 2025
Provides knowledge in IT support tasks including computer assembly, wireless networking, installing programs, troubleshooting, debugging and customer service.
Timeline
Help Desk Manager
Perfect Output LLC.
03.2020 - Current
Project Manager
Perfect Output LLC.
03.2017 - 03.2020
Help Desk Technician
Perfect Output LLC.
04.2009 - 03.2017
B.A. - Human Resources Management
Avila University
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