Shawn York
Melbourne,FL
Summary
Accomplished Service Desk Team Lead at Thales, adept in ITIL knowledge and guest communication, significantly improved service delivery by monitoring and addressing service desk metrics. Expert in remote support and team management, ensuring high customer satisfaction and operational efficiency. Proven track record in incident management and escalation, enhancing system performance and user support. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
12
12
years of professional experience
Work History
Service Desk Team Lead
Thales
10.2014 - Current
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Monitored system performance to identify potential issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and troubleshot hardware, software and network issues.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Configured hardware, devices, and software to set up work stations for employees.
Front Desk Clerk
River Palm Hotel
09.2012 - 03.2015
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
Education
Associate of Arts - Information Technology
Keiser University
Melbourne10-2014
Skills
- Remote Support
- Guest communication
- Team Management
- Reporting and analysis
- Incident Management
- ITIL Knowledge
- Escalation management
- Ticketing systems
Timeline
Service Desk Team Lead
Thales
10.2014 - Current
Front Desk Clerk
River Palm Hotel
09.2012 - 03.2015
Associate of Arts - Information Technology
Keiser University
Similar Profiles
Laurent HIRSCHLaurent HIRSCH
Responsable Opérationnel Client at ThalesResponsable Opérationnel Client at Thales
Patrick KennedyPatrick Kennedy
Machine Operator at ThalesMachine Operator at Thales
Omar SIXOmar SIX
Marketing and Sales Executive at ThalesMarketing and Sales Executive at Thales
Alex BoullayAlex Boullay
Head of Organizational Process Group & QMS at ThalesHead of Organizational Process Group & QMS at Thales
Seth HuftySeth Hufty
Salesperson at B2K12 Branding SolutionsSalesperson at B2K12 Branding Solutions