Sheeyen Vue
Broken Arrow,OK
Summary
I have worked in the MNGE IT department for over 9 years and I am ready to move into a new level. My time as a IT Support Technician has taught me the ins and outs of what it means to support employees and their applications. Communicating with the business and other IT teams was integral to setting my foundations as a future leader. Being the team lead has taught me patients, understanding, and how to lead by example.
As the IT Service Desk Supervisor it opened new opportunities to learn more about the leadership and management side of things and be involved with multiple projects and providing input. Setting new standers for documentation, creating processes, and improving on the training of future IT personnel.
Overview
9
9
years of professional experience
Work History
IT Service Desk Supervisor
Muscogee Nation Gaming Enterprises
Tulsa, OK
03.2023 - Current
- Supervised daily operations of service desk, ensuring efficient ticket resolution and customer satisfaction.
- Developed and implemented training programs to enhance team members' proficiency in technical support processes and best practices.
- Developed and implemented workflow improvements to enhance service delivery efficiency.
- Managed escalated support issues, facilitating timely resolutions for complex technical challenges.
- Trained and mentored team members on technical support processes and best practices.
- Collaborated with IT teams to identify recurring issues and initiate long-term solutions.
- Conducted regular performance evaluations, providing feedback to improve team productivity and morale.
- Streamlined communication channels between departments to ensure alignment on support activities.
- Analyzed service desk metrics to assess performance and drive continuous improvement initiatives.
- Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
- Coordinated with other IT teams to ensure seamless integration of new systems and processes, minimizing disruption to endusers.
- Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
IT Support Tech II
Muscogee Nation Gaming Enterprises
Tulsa, OK
07.2017 - 03.2023
- Provided technical support for gaming systems, ensuring minimal downtime and optimal performance.
- Diagnosed hardware and software issues, implementing solutions to enhance user experience and system reliability.
- Collaborated with cross-functional teams to streamline troubleshooting processes and improve service delivery.
- Trained staff on new technologies, fostering a knowledgeable workforce capable of resolving technical challenges.
- Developed documentation for internal procedures, enhancing clarity and consistency in technology support practices.
- Mentored junior technicians, promoting skills development and knowledge sharing within the support team.
- Increased user adoption of new technologies through tailored training sessions designed for different learning styles.
- Mitigated security risks by implementing robust policies, procedures, and best practices for data protection.
- Expedited issue resolution with thorough diagnostic testing methods before escalating problems to higher-level support staff.
- Served as a liaison between IT department heads and non-technical staff members during project implementation phases.
- Mentored junior technicians, fostering professional growth and knowledge sharing within the team.
- Established a strong rapport with clients, leading to high levels of customer satisfaction and repeat business.
- Boosted help desk efficiency, implementing ticketing systems that streamlined communication between technicians and endusers.
- Reduced downtime by proactively identifying potential issues and implementing preventive measures.
- Streamlined technology support processes for increased efficiency and faster response times.
- Developed comprehensive documentation for troubleshooting procedures, ensuring a consistent approach to problem resolution.
- Improved end-user satisfaction by promptly addressing and resolving technical issues.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
Education
High School Diploma -
Union Public Schools
Skills
- Ticketing system proficiency
- Escalation handling
- Service level management
- Training and mentoring
- Microsoft office
- Team building
- Documentation
- Oral and written communications
- Teamwork and collaboration
- Problem-solving
- Multitasking Abilities
- Stress tolerance
Timeline
IT Service Desk Supervisor
Muscogee Nation Gaming Enterprises
03.2023 - Current
IT Support Tech II
Muscogee Nation Gaming Enterprises
07.2017 - 03.2023
High School Diploma -
Union Public Schools