Sidnei Simas
East Providence
Summary
With over twelve years of experience in the IT field. Experienced with managing service desk operations and ensuring efficient issue resolution. Utilizes strong communication and leadership skills to foster cohesive team environment. Track record of implementing process improvements and enhancing user satisfaction.
Overview
12
12
years of professional experience
2
2
Certification
Work History
IT Service Desk Supervisor
Collette Travel
08.2022 - Current
- Supervise daily operations of the IT Service Desk, ensuring high-quality and efficient technical support for end users
- Lead a team of service desk analysts, providing guidance and training to enhance team performance and customer satisfaction
- Monitor and report key performance indicators (KPIs) to track productivity and service effectiveness
- Champion initiatives for implementing new technology tools and systems to optimize service desk operations
- Implemented a new ticketing system that improved response times by 30%
- Coordinated with other IT departments to ensure seamless integration of new technologies
- Managed vendor relationships to ensure timely delivery of hardware and software
- Led efforts to standardize IT support processes across multiple remote locations
- Provided technical support for high-priority incidents and escalations
- Developed and implemented a knowledge base for common IT issues and solutions
- Conducted performance reviews and provided feedback to service desk staff to promote professional growth
IT Project and Communication Specialist
Collette Travel
06.2019 - 08.2022
- Successfully developed a communication workflow process in Jira to manage internal and external departmental and business communication requests
- Anticipate information needs, identify gaps, and organize data and reporting communications cohesively and clearly
- Create and distribute monthly and/or quarterly dashboard reports and generate ad-hoc reports as needed for the organization
- Communicated a minimum of 3 newsletter articles per week to the business
- Partner with Information Technology and other departments to help drive successful completion of the project lifecycle: intake, discovery, planning, execution, and delivery
- Organize, attend, and participate in stakeholder meetings
- Document meeting notes and follow up on important actions and decisions from meetings
- Assisted in establishing a new PMO process including the development of: Project Plan, Charter, Change Request, and Project Schedule Templates
- Work with the Business Systems Analyst to research, outline, write, and edit new and existing content, while working closely with various departments to understand project requirements
- Collaborated with senior executives, business customers, and IT managers to understand business needs and manage cross-team impacts
- Managed 4 helpdesk technicians and 8 system administrators to ensure successful password updates for all employees to meet new security requirements
- Proactively built and maintained strong customer relationships; maintain consistent communication and manage customer needs and expectations by meeting project timelines
Service Desk Analyst II
Collette Travel
06.2017 - 06.2019
- Supervised the daily performance of computer systems such as laptops and desktops
- Supported 400+ users with inquiries of computer software and hardware operations
- Using Jira, I successfully resolved 1,419 tickets in a span of two years
- Led numerous equipment setup for employees as well as ensuring proper installation of cables, operating systems, and appropriate software
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design and installation specifications
- Worked closely with vendors and technicians to resolve major hardware, software, and defective products
- Developed training materials and procedures, and trained users on the proper use of hardware and software tools
- Worked on-call rotation every 5 weeks to assist with emergency calls from headquarters and remote offices
- Assistant Project Manager with implementing 8x8 to the business
Help Desk Specialist
Luxury Brand Holdings
06.2013 - 06.2017
- Technical lead for POS (Point of Sale) equipment, troubleshoot issues as necessary
- Managed and processed daily orders every three times a day
- Monitored and reported on the company’s IT Inventory
- Answered an average of 15 help desk requests weekly along with various calls related to user support of laptops, desktops, software, printers, software computer accounts, and password management
- Key support contact during deployment of IT equipment
- Created user documentation for system or product training, learning, and workflow procedures
- Administered Crystal Reports
Education
Master of Information Technology -
University of Pheonix
Pheonix, AZ03.2025
Bachelor of Science - Computer Information
Rhode Island College
Providence, RI05.2013
Skills
- Active Directory Management
- Office 365 Management
- Jira Project and Jira Service Desk Management
- Confluence Management
- 8x8 Unified Communications Expertise
- Proficient in VMware Virtualization
- Intune Device Management
- SharePoint Management
- Analytical Problem Solver
- Meticulous Attention to Detail
- Strong Work Ethic
- Quality Process Optimization
- Effective Team Collaboration
- AI Adoption
- On-Call Schedule Coordination
- Resilient Performance in High-Pressure Situations
- Jira ticketing system proficiency
- Strategic Decision Making
- Escalation handling
- Effective Time Allocation
- Adaptability
- Incident management
Certification
- ITIL Foundation Certification
- HDI Desktop Support Manager
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balancePersonal development programsHealthcare benefitsTimeline
IT Service Desk Supervisor
Collette Travel
08.2022 - Current
IT Project and Communication Specialist
Collette Travel
06.2019 - 08.2022
Service Desk Analyst II
Collette Travel
06.2017 - 06.2019
Help Desk Specialist
Luxury Brand Holdings
06.2013 - 06.2017
Bachelor of Science - Computer Information
Rhode Island College
Master of Information Technology -
University of Pheonix
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