Open To Work
Trish Bullock
Booz Allen Hamilton
Magnolia,TX
Work Preference
Overview
Dynamic IT Help Desk Leader with a proven track record in team supervision, Tier 2 operations, and service delivery enhancement. Expertise in developing comprehensive documentation, facilitating training programs, and implementing scalable processes to drive efficiency. Recognized for elevating team performance in fast-paced environments while optimizing workflows to meet organizational goals. Committed to fostering a collaborative atmosphere that empowers team members and enhances overall customer satisfaction.
10+
years of professional experience
Work History
09.2023 - 05.20262 Years 8 Months
Help Desk Manager
Booz Allen Hamilton | Houston, TX
- Led Tier 2 operations, spearheading complex triage, escalations, workflow analysis, and cross-functional issue resolution.
- Supervised 5 personnel, providing coaching, performance oversight, and daily direction.
- Drove incident-trend analysis to eliminate blockers and fuel long-term process improvements.
- Aligned help desk deliverables with project and sprint objectives through close coordination with PMs and technical teams.
- Collaborated with development and technical teams to validate fixes, reduce recurring issues, and improve workflow stability.
- Created SOPs, documentation, and knowledge articles to improve efficiency and reduce recurring issues.
- Produced operational reporting and trend analysis to support SLA performance, leadership visibility, and continuous improvement initiatives.
- Developed training programs for staff, enhancing team skills and service quality across support functions.
05.2018 - 09.20235 Years 4 Months
Help Desk Analyst | SME | Quality Assurance
Innovative Management Concepts (IMC) | Houston, TX
- Served as Quality Assurance Analyst, supervising training programs for new Tier 2 personnel.
- Led daily task oversight and assisted with shift management to maintain operational coverage.
- Created training materials and conducted coaching sessions to develop team proficiency.
- Acted as SME, providing technical guidance and cross-collaborating with multiple internal support groups.
- Led resolution meetings and coordinated with developers for escalated issues.
- Supported leadership by compiling performance reports, metrics, and improvement recommendations.
10.2016 - 11.20171 Year 1 Month
Search and Rescue Dispatcher | Support Engineer
GEOS Response | Montgomery, TX
- Coordinated emergency response efforts, ensuring timely dispatch of resources and personnel.
- Managed communication between field teams and command centers, enhancing operational efficiency.
- Developed and maintained efficient routing plans to optimize response times for incidents.
- Trained new dispatch staff on protocols and software systems, improving team performance.
- Coordinate Internationally with Search and Rescue Operations and Emergency Personnel after individuals initiate the emergency function of one of our supported devices.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Education
Associate of Applied Science | Computer Network Specialist (Cisco)
Lone Star College | Tomball, Texas | 05-2015
Lone Star College - Tomball, Texas
05-2015
GPA: Magna Cum Laude
Skills
Accomplishments
- Supervised team of 5 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Help Desk Manager
Booz Allen Hamilton
09.2023 - 05.2026Read more
Help Desk Analyst | SME | Quality Assurance
Innovative Management Concepts (IMC)
05.2018 - 09.2023Read more
Search and Rescue Dispatcher | Support Engineer
GEOS Response
10.2016 - 11.2017Read more
Lone Star College - Associate of Applied Science, Computer Network Specialist (Cisco)
Read more