Service Desk support manager
Resume:
Westminster CO, *****
ad6m6z@r.postjobfree.com
Jessica Ellison
SKILLS
Innovative thinking, proactive solutions, cost saving, team building, relationship building and management, contract management, constructive communication skills, time management, comfortable on phone calls and in meetings as a leader or a participant.
MS Word
Excel
Jira
Salesforce
Confluence
Custom App
Technical knowledge and troubleshooting skills from build to launch
Team Thinking and collaboration
Positive verbal and written skills
ITIL Foundation Certified in IT Service Management
EXPERIENCE
NIC / Tyler Technology, Denver, CO — Service Desk Manager
September 2016 - 01 - 2024
As the service desk manager I had the following responsibilities;
●Tracking trends of ticket types and business needs from our and call logging and ticket handling in Jira and Salesforce along with our third party call center vendor
●Predict new trends based on current events.
●Create and maintain Incident management process along with notifying vendors of ongoing incidents with B2B SaaS
●Personally communicate incident updates and changed to VIP vendors
●Update contracts as required by new laws or state regulation updates.
●Stay informed of current events and new laws that affected the company’s business - IE: Driving Records, insurance changes, website accessibility requirements, etc.
●Create and implement transparency processes as a government partner
●Build, test and launch payment processing apps.
●Hire, train and build my team, hired on replacements as needed when I referred someone from my team for a promotion or new position that better suited them as a person.
●Created training documents from scratch.
●Created a knowledge base from scratch.
●Regular one on one meetings with my direct reports, and created weekly evaluations to discuss goal setting as well as improve performance together.
●Created quizzes for my own performance towards my team so they could express concerns or suggestions anonymously.
●I handled conflict management directly as well as taught valuable de-escalation skills to be used in their own performance.
●Created from scratch a customer handling process that brought our CSAT survey scores up a full point between my 4 direct reports as well as with the 30 or so call center agents.
●Managed direct reports to assist with any issues that came up that may have an effect on their work performance to create a path that incorporated work benefit tools as well as open communication so they could relieve some stress that may come out in their interpersonal personna on calls or in emails.
●Educated my team on proper tools for health, mental health, and general life issues that came up as the age spectrum of my team was varied between 24 years old and 40 years old.
●Approved payroll
●Regularly met with vendors, state partners, and colleagues to discuss innovations and proactive problem solving to improve communication as well as overall morale to improve the work place and make remote workers feel included and appreciated.
●Developed customized escalation process to improve customer relations between difficult customers and Tier 1/ Tier 2 customer service and tech agents.
●Participated in client building conferences
●Most of all, kept researching constantly new platforms, apps, processes and training classes that would suit the company needs and create an open and creative atmosphere.
In this position I started as a call agent and was promoted within my first year. I was being groomed to one day become a director as my direct boss’ duties and responsibilities changed. We thrived as a small portal location within a bigger company as NIC and even more when NIC sold to Tyler Technology in April 2021. This was unheard of as we were still in the midst of a pandemic and most other smaller entities were closing and struggling to keep the lights on. I myself was working in multiple positions within the company to keep the business needs going, which included working over 60 hours or more per week. The growth and success of the company was due to the diligence of the teams, myself included, and the great atmosphere of the company where everyone felt so appreciated. It’s the first time I wanted to work overtime for the company needs and not my own. This company and it’s values taught me the true meaning of passion for what I do, and I strive to bring that ethic everywhere.
It was due to my early suggestion and persistence to make sure every employee, including the service desk agents who would take incoming calls, was able to work remotely, at least one day per week if they wanted to. I suggested this when I started and brought up the idea to allow operations teams to work remotely to allow for more flexibility to the employee’s needs or allow us to continue to work during adverse weather and school closures that rarely have any real predictability that allows for parents to work instead of use PTO to watch over their kids. Due to this change alone, we saved hundreds of hours of time off allowances as well as improved business availability during closings of any roadway leading to downtown Denver, it also coincidentally allowed us to be fully prepared for the pandemic. We required no days or time off to transition from fully in person to fully remote while a lot of our competition required weeks to allow for maintenance to their servers, payment processing, and incoming call flows were disrupted.
Small changes, and innovative thinking towards proactive changes are what I bring to the table without disrupting the existing flows that work well.
Working for a small business there is not a lot of room for promotion but there is always room for more responsibility.
Apple / Concentrix, Boulder, CO — Team Lead
Hired 05 - 2013 - 04 - 2016
Apple Team Lead
●Coming into the office on time and regularly
●Coaching Advisors with performance updates regularly (weekly as needed)
●Meeting one on one with suggestions to correct bad survey reviews.
●Provide training on soft skills or tech skills as needed above and beyond their regular internal training.
●Submitting coaching plans for those struggling.
●Make sure all parties are following through on any open coaching plan until it’s resolved.
●One on one Goal Setting and creating plans for getting there.
●Submitting payroll for each advisor
●Being a hands on leader to a team of 15 - 50 direct reports.
●Open communication on team requirements and company performance requirements.
●Provide support for anyone needing help long before discipline was a discussion.
●Review and approve CR Codes and CRU’s to ensure they are used properly to appease the customer and not buy their good survey response.
Senior Advisor
I was hired through a third party job placement company with no knowledge of tech or Apple products. I was only a Tier 1 advisor for about a month before going to Tier 2, and from there I always strived to better myself and expand my knowledge to ensure better performance. My goal was to make sure every customer walked away happy and knowledgeable of their device, and this was where I developed a new love for Apple products.
I felt that I would go into a job as a member of support staff with the same drive, and I have, every single day. I always made it appoint to find the best possible solution for all involved that betters the company as well as my team. I was responsible for the following:
●Reviewing CRU (free Apple appeasements) and CR Codes (discount codes) of my own to ensure effective cost of business needs.
●I would sit on a conference call with engineering to gather pertinent info for the Tier 2 team, and compose an email to management and Tier 2 informing them of changes and bug fixes that were launching.
●Discussed with the engineering team emerging issues and trends that we have on the call floor level.
●I received several compliments on the efficiency of those emails and the reliable timeline where they went out to the team. They were easy to read and use for future reference as needed.
●Due to the extra responsibilities that were given to me above my own job level requirements, a lot of Tier 1 and Tier 2 agents would come to me for help and advise to assist with resolving their customer issue while they retained ownership of the ticket.
●I help develop training for improving the sense of urgency within each agent to improve customer satisfaction.
●Developed time management skills and positive thinking and training skills.
●Developed Incentive programs to improve morale within the company.
Einstein Bagel CO, Lakewood — Shift Manager
March 2012 - March 2013
●Worked as cashier
●Opened the store regularly at 4am
●Baked as needed
●Checked inventory and safe food temps
●Approved payroll
●Problem solving
●Direct customer face time to de-escalate or problem solve
●Knowing and performing all positions within the restaurant
●Staying up to date on company news and changes
●Marketing menu changes.
●Open availability
Received Employee of the month
Received several compliments and suggestions that I was in the wrong job.
Improved the performance and cleanliness of the store.
EDUCATION
Northglenn High School
Aug 1998 - May 2002, Northglenn CO
Heritage College for Massage Therapy
2003 - 2005
Massage Therapy
Business Mastery
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