IT Help Desk Management
Posted on: 2017-10-02
Michelle L. Phillips
452 Aventura Ct
Glen Burnie, MD 21061
443.336.9151
Profile: Highly motivated and assertive individual with strong technical background. I am strong in my ability to communicate with end users, upper management, and technical support groups. Action oriented and team work focused, motivated to exceed expectations. I demonstrate initiative, ability to work with minimal supervision, and the ability and willingness to stay current with technology. I am a multitasking individual with a strong desire to lead, learn and grow.
Employment History:
Breakthru Beverage Group
Aug 2013 – Aug 2017 – National Service Desk Manager - Corporate Office
New Department Creation – Successfully developed & manage a team of 7-9 Call Center Technicians – supporting approx. 8600 users nationwide. Created SOP’s and SLA’s. Other responsibilities in addition to day to day team management include forecasting support needs and scheduling team members accordingly, payroll, reviews, departmental analytics, ITSM administration, and communications management during outages, Problem Management, providing quarterly business reviews to executive management, voting member on the Change Advisory Board and Disaster Recovery (DR) testing, committed to continually improving the customer experience. Collaborate with other department heads on continued education for the Call Center Analysts working towards increasing FCR. Raised First Contact Resolution (FCR) from 18% to 57% in the first year, currently FCR is at 92%. Designed and Implemented new ITSM tool for all IT. Committed to work with each team member to develop their skills and prepare them for their next position.
Dec 2010 – Aug 2013 – DUAL ROLE – National Service Desk Team Lead – Local house and Corporate
Assist the NSD Manager with reporting, scheduling, and mentoring the Level 1 support team of analysts. Provide Mitel reporting on Service Desk Call Queue as well as service delivery and employee analytics to upper IT Management. Assist team members with escalation to Level 2 and Level 3 teams. Administrator & BPO - BMC ticketing software – including automation, fixes and enhancements to the software. Monitor tickets and ACD queue for quality of service and service levels. Assist in scheduling team members for ACD Queue.
Jan 2004 – Dec 2010 - Systems Administrator – Local house
Duties: Maintain Phone system administrative duties for Definity/Audix system. Migrated to Inter-Tel for several years and currently implemented a Mitel phone system. Project Manager for the Sales Force Automation project – Business Process Owner (BPO) for all order entry processes, including server maintenance, hardware procurement, testing, software installation and troubleshooting of laptops and pda’s. Mobile administrator for all Android, IPhone, IPAD and Tablet devices. BPO of all New Hires, Transfers, and Exit employees including Active Directory, Phone System, Exchange, File Access, Network Drives and hardware deployment. BPO for Company Cell phones – upgrading, troubleshooting and testing new technologies.
March 2002 – Jan 2004 - PC Specialist/Network Administrator – Local house
Duties: Basic and Advanced troubleshooting of PC Hardware and Software applications. Network and Local printers as well, build and configure new systems and upgrade existing pc’s. Manage databases of inventory and performed analysis for budgeting. Network administration includes, adding, removing and managing users on a Windows 2000 base server. Email administrator duties on Exchange 2000. Perform and monitor daily backups. Phone system administrator: includes Definity phone system and Audix Voicemail administration.
Education Accomplishments:
Dec 2014 - Associates of Arts in Information Technology
April 2014 - Leadership Excellence- Academy Leadership – Certificate
July 2016 – HDI Support Center Manager Certification
July 2016 – ITIL Foundations Certified
Current – Started PMP training & courses