Traci VanDenPlas
Cecil,WI
Summary
Adept at driving IT service excellence, I elevated service desk operations at Elevity, ensuring SLA compliance and enhancing team productivity through strategic coaching. My expertise spans technical support and escalation management, complemented by a talent for culture development. Achieved a notable improvement in incident resolution efficiency, underscoring my commitment to reliability and professional growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Manager
Elevity
Appleton, WI
01.2020 - 10.2024
- Managed service desk operations, including handling customer inquiries and complaints.
- Provided technical support to customers via phone, email, or chat.
- Monitored performance of service desk staff and provided coaching as needed.
- Developed and implemented processes for effective incident management.
- Ensured all incidents were resolved within the agreed SLA timeframes.
- Conducted regular reviews of service desk procedures and policies to ensure compliance with industry standards.
- Created reports on service desk activities for senior management review.
- Maintained up-to-date knowledge of current IT technologies, products, and services.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
- Established KPIs to measure team performance against set objectives.
IT Intern
Bonduel School District
Bonduel, WI
05.2019 - 08.2019
- Provided technical support to users with various IT related problems.
- Installed, configured, and maintained computer systems and networks.
- Troubleshot hardware and software issues and resolved them quickly.
- Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
- Created user accounts, profiles, directories, permissions, file shares.
- Developed reports using MS Excel and Access for tracking purposes.
- Documented installation or configuration procedures to allow maintenance and repetition.
Education
Associate of Applied Science - Network And System Administration
Northeast Wisconsin Technical College
Green Bay, WI05-2019
Skills
- Escalation management
- After-sales support
- Strategic business planning
- Culture development
- Productivity monitoring
- Coaching and mentorship
- Reporting and documentation
- Problem-solving abilities
- Multitasking
- Technical Support
- Performance Metrics
- Technical leadership
- Team building
- Technology assessment
- Reliability
- Professionalism
- IT service delivery
Affiliations
- In my spare time, I crochet blankets that I donate yearly to a domestic abuse shelter in Madison
Certification
- Microsoft 365 Certified: Fundamentals - 03/2023
- Microsoft 365 Certified: Endpoint Administrator Associate - 07/2024
- Networking Certificate - 05/2018
- Networking Technical Diploma - 05/2019
- Cisco System Administrator Technical Diploma - 05/2019
- Linux System Administrator Technical Diploma - 05/2019
- IT - Virtualization System Administrator Technical Diploma - 05/2019
- Microsoft System Administrator Technical Diploma - 05/2019
Timeline
Service Desk Manager
Elevity
01.2020 - 10.2024
IT Intern
Bonduel School District
05.2019 - 08.2019
- Microsoft 365 Certified: Fundamentals - 03/2023
- Microsoft 365 Certified: Endpoint Administrator Associate - 07/2024
- Networking Certificate - 05/2018
- Networking Technical Diploma - 05/2019
- Cisco System Administrator Technical Diploma - 05/2019
- Linux System Administrator Technical Diploma - 05/2019
- IT - Virtualization System Administrator Technical Diploma - 05/2019
- Microsoft System Administrator Technical Diploma - 05/2019
Associate of Applied Science - Network And System Administration
Northeast Wisconsin Technical College
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