Desha'ta K. Williams
Clinton,MD
Summary
IT professional prepared for role with extensive experience in technical support and issue resolution. Proven track record of enhancing system performance and achieving user satisfaction. Known for collaborative team efforts and adaptability to evolving IT needs. Key skills include troubleshooting, system analysis, and customer service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Help Desk Analyst/Deskside/Lead Remote
Department of Commerce
10.2018 - 10.2023
- Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.
- Established service by walking callers through new installations and configurations.
- Streamlined help desk operations for increased efficiency and improved response times.
- Maintained clear communication with end-users during the issue resolution process, ensuring customer satisfaction.
- Troubleshot performance issues on mobile devices regarding the installation and utilization of company specific applications and other web portal related issues for Participants and client managers.
- Reduced ticket resolution time with effective problem analysis and troubleshooting techniques.
- Used ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.
- Created the IT Service Desk New Hire Manual.
- Managed high-priority incidents for timely resolution, minimizing business impact and downtime.
- Continuously updated personal technical knowledge through certifications and trainings maintaining expert-level skills to better serve end-users.
Service Desk Manager Hybrid
US Office of Personnel Management
05.2016 - 03.2018
- Overseeing 100% of the requests, incidents and problems that come to the service desk while managing and coordinating urgent and complicated support issues.
- Maximizing the efficiency of the co-located workforce within the Service Desk, and ensuring that the Service Desk consistently exceeds its Service Level Requirements while keeping Customer Satisfaction at superior levels.
- Interviewing and hiring all candidates to staff the Service Desk.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Provide direction and mentoring for technical troubleshooting and resolutions that cannot be resolved by team members.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Perform daily audits of Remedy tickets created and escalated by Service Desk technicians for accuracy, training, and timely resolution.
- Utilize the Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Meet regularly with the Technical Trainer to make sure all Service Desk Staff are trained and up-to-date on job specific requirements including Remedy, SOPs, etc.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
Service Desk Supervisor
US Office of Personnel Management
04.2015 - 05.2016
- Ensure that technicians are logging in/out of the ACD system and using appropriate codes.
- Provide direction and mentoring for technical troubleshooting and resolutions that cannot be resolved by team members.
- Perform daily audits of Remedy tickets created and escalated by Service Desk technicians for accuracy, training, and timely resolution.
- Utilize the Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
- Create and/or revise Standard Operating Procedures (SOP) and Knowledge Base articles.
- Adhere to all OPM and GSS policies and procedures.
- Perform call monitoring audits.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Assist with Tier 1 training meetings as needed.
- Run ad-hoc Remedy and ACD reports and record data as needed.
- Responsible for training all staff on Help Desk requirements including Remedy, SOPs, etc.
Senior Help Desk Analyst
DOD
04.2006 - 03.2015
- Assign technicians with daily ticket updates using Crystal Reports.
- Mentored junior help desk analysts, fostering professional growth and enhancing team performance.
- Monitors Help Desk queue and Inbox.
- Streamlined help desk operations for increased efficiency and improved response times.
- Analyze and follow-up on help desk tickets sent to CS Tech Leads.
- Maintained clear communication with end-users during the issue resolution process, ensuring customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex technical issues.
- Managed high-priority incidents for timely resolution, minimizing business impact and downtime.
- Implemented advanced monitoring tools to proactively detect and resolve network problems before impacting users.
- Served as a key liaison between the IT department and business units, fostering collaboration on technology initiatives.
- Established best practices for help desk processes, driving consistency in service delivery across the team.
- Coordinated with other IT departments on cross-functional projects for seamless integration of new technologies.
- Reduced ticket resolution time with effective problem analysis and troubleshooting techniques.
Education
High School Diploma - Honor Roll
Gwynn Park High School
Clinton, MAryland06.2005
Skills
- Ticketing system proficiency
- Problem resolution
- Advanced diagnostics
- Training and mentoring
- Remote desktop support
- Security protocols
- Compliance management
- Application support
- Software support
- Hardware support
- Performance metrics analysis
- Server management
Accomplishments
- Managed a team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
ITIL Foundation Certificate in IT Service Management
Clearance
Active Public Trust, level 6
Timeline
Senior Help Desk Analyst/Deskside/Lead Remote
Department of Commerce
10.2018 - 10.2023
Service Desk Manager Hybrid
US Office of Personnel Management
05.2016 - 03.2018
Service Desk Supervisor
US Office of Personnel Management
04.2015 - 05.2016
Senior Help Desk Analyst
DOD
04.2006 - 03.2015
High School Diploma - Honor Roll
Gwynn Park High School
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