Service Desk Manager

Robert Kelly

**** **** ****** **** ***, Milwaukee, Wisconsin 53220 • 414-***-**** • *****@*******.***

IT Service Desk Manager with 25+ years of experience assisting with and fulfilling organizations management and operation needs. A proven track record of using my personal, communication and organization skills to lead and improve Technical Departments, recruit excellent personnel, and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven and highly self-motivated.

Experience

2023 – PRESENT

Service Desk Manager BetaNXT Brookfield, Wisconsin

Lead and manage a team of Technical Operations specialists to ensure successful processes for schedule adherence, call center queues, issue resolution, and quality and training needs.

Provide coaching and mentoring to team to create and foster engagement, as well as a high- performance culture.

Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution.

Oversee the daily management of call/ticket resolution, 2nd shift batch processing, Network alerts, multiple team projects, Hardware and Software issues, and multiple shift cohesion as it relates to issues spanning shift changeover and time zone differentials (India \ Bangalore)

Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer and technical support experience.

Review the performance of staff, identifying training needs and partnering with internal Training & Quality teams to implement opportunities for growth

Partner with management to identify areas of opportunity to improve the overall experience of the department I work on and the Company as a whole.

Oversees the documentation that is used on the team to provide real world examples and expectations of all duties.

Actively engaged with the team to provide feedback to agents on a bi-monthly and monthly basis. As well as get their feedback of the management staff to ensure accountability on both sides of the spectrum.

Keep abreast of new company products, services and procedures to ensure thorough team communication.

DECEMBER 2021 – DECEMBER 2023

IT Manager Annex Wealth Management Elm Grove, Wisconsin

Managed daily operations, ensuring smooth workflow and maximum efficiency.

Managed all issues as they related to compliance, hardware and software, staff satisfaction, network management, and multi - departmental policies that aligned with company’s goals and objectives.

Developed and implemented customer service strategies, policies, and procedures to enhance the environment \ security and consistency.

Collaborated with departmental supervisors and managers to streamline workflows, improve processes, and resolve company \ customer issues.

Managed the resolution of inquiries and issues, ensuring prompt and effective solutions.

Implemented and refined best practices and procedures to enhance efficiency, effectiveness, and customer satisfaction.

Provided guidance and support to team members dealing with challenging tickets, leveraging my expertise.

Conducted root cause analysis for significant case escalations and drive continuous improvement initiatives.

(Day-To-Day)

Excellent documenting skill of all aspects of the business

Strong problem-solving, critical thinking and decision-making skills

Onboarding \ Offboarding of all employees

All day to day troubleshooting for an office with over 140 employees in 5 locations.

(Saas) Zoom Phone Management (Admin)

(Project Management) Oversee projects that range from simple moves to larger more complex ventures like setting up a new office with all necessary equipment (Network and Hardware)

APRIL 2017 - DECEMBER 2021

Team Lead BMO Bank Brookfield, Wisconsin

Manage (Motivate, Educate, and Delegate) a team of 15 technicians on a daily basis who exceed the expectations and goals of the company. (SLA) (Project Work)

(Queue Management) The complete management of the ticketing system (Service Now) as well as the documentation used by the techs to perform their tasks to completion. SLA Adherence, Customer Satisfaction (Follow up and Conflict Management), and regular updating till 100% closure of said tickets were also my responsibility

Worked with vendors and multiple departments to ensure we had the most current documentation to have consistency throughout the team and expectations when troubleshooting and updating the Knowledgebase of the ticketing system.

(Trainer) I managed \facilitated through Monthly One on One sessions with team members to ensure their skillsets are on par with the department and company’s expectations.

(Project Management) Oversaw projects that ranged from simple moves to larger more complex ventures like setting up a new office with equipment (Computers, Monitors, Laptops, Dual Monitor Arms and cabling.)

(Project Management) Office Decommissioning where all equipment had to be scanned and either circulated back into stock or disposed of.

Conducting Interviews, terminations, timecard approvals, vacation requests, 1 on 1’s, quarterly reviews, merit increases, conflict resolution, lease returns and a variety of other duties that are aligned in the Organizational Restructuring of a department.

Regularly performed general maintenance tasks, troubleshooting and standard Level II & III technical repairs... Extensive PC rebuilding \ troubleshooting and Network troubleshooting

(Asset Management) The complete process of receiving, scanning, tracking and eventual disposal through the Lifecycle of equipment.

DECEMBER 2016 – APRIL 2017

Team Lead \ Fiber Inspector AT&T West Allis, Wisconsin

Managed the day-to-day Fiber Inspectors in the Southeast Wisconsin area to ensure they are compliant with all safety and installation.

(Trainer) I was responsible for creating a training program for new hires and also make sure the installers were performing their job safely, on time, and respectful of the residents at sites.

I was also responsible for administering the policies before during and after a job is done to ensure the experience on ALL side of the project were met.

I also laid out the strategic planning aspect for the installers with detail maps, how to guides and ongoing instructions.

JULY 2013 – DECEMBER 2016

Manager Joy Global Milwaukee, Wisconsin

Worked with cross-functional teams to achieve common goals, facilitate communication, and drive project success by leveraging diverse perspectives and expertise.

Developed clear internal playbooks and standard operating procedures for supporting our Engineering and Mining -related products

Collaborated with teams to identify opportunities for automating compliance related activities

Configuration and optimization of our ticketing platform (Service Now) and integration with external applications

Serve as the voice of the end users in the field (Mining) in product development discussions, advocating for end user experience improvements and platform enhancements based on experience, direct customer feedback and support interactions

Manage end-to-end support operations by directly handling customer inquiries, owning ticket queue prioritization, performing platform troubleshooting and compliance verification processes, while ensuring timely resolution of all customer issues

Monitored and reported on team performance metrics and implement process improvements

Train and mentor support team members on messaging compliance requirements and platform functionality

(Managerial Duties) Conducting Interviews, terminations, timecard approvals, vacation requests, 1 on 1’s, quarterly reviews, merit increases, conflict resolution, lease returns and a variety of other duties that are aligned in the Organizational Restructuring of a department.

(Working Manager) Regularly performed general maintenance tasks, troubleshooting and standard Level II & III technical repairs... Extensive PC rebuilding \ troubleshooting and Network troubleshooting

(Asset Management) The complete process of receiving, scanning, tracking and eventual disposal through the Lifecycle of equipment.

AUGUST 2012 - JULY 2013

PC Technician Verizon Milwaukee, Wisconsin

On a daily basis my job was to make sure all of the Southeastern Wisconsin Verizon retail locations were operational. This entailed everything from cash drawers connecting properly to the Display monitor properly running advertisements in said locations.

Assisted with the conversion from standard desktop environment to an IPAD based environment that saw an immediate reduction in trouble tickets and increased productivity from all the stores.

Regularly performed general maintenance tasks, troubleshooting and standard Level II & III technical repairs. This included but not limited to server installs, Wi-Fi installation, BPK (Bill Payment Kiosks) cable runs, installing, diagnosing, repairing, maintaining, and upgrading all H/W and S/W while ensuring optimal workstation performance

Reason Left – Job provided no insurance and not willing to pay more so I left for a company that did

OCTOBER 2010 – AUGUST 2012

Wide Area Network Specialist Northwestern Mutual Franklin, Wisconsin

Provided WAN support to all field offices by managing Bandwidth (NetQoS) to assigning \ configuring IP addresses (Infoblox), and documenting of all procedures

Security:

oImplements and maintains network security measures, including firewalls, VPNs, and other security technologies

Performance Monitoring:

oMonitors network performance, identifies bottlenecks, and recommends optimizations.

Troubleshooting and Maintenance:

oIdentifies, diagnoses, and resolves network issues, ensuring network stability and performance

Network Design and Planning:

oAnalyzes network requirements, designs and implements WAN solutions, and participates in long-term network planning.

Documentation:

oMaintains detailed documentation of network configurations, procedures, and troubleshooting.

Collaboration:

Works with other IT teams to ensure seamless network integration and support

Reason Left – Job went to a consolidated Help Desk environment (Not my interest)

Skills

Certified Trainer

ITIL Certified (Foundations \ Working on ITIL 4)

A+

MCP (Microsoft Certified Professional

LinkedIn full listing

Miscellaneous:

(Iaas) (Azure)

(SaaS) Administration (Zoom) (Office 365)

MS Copilot

All desktop hardware

Printers \ Scanners

Apple Products

MS Office – Past \ Current

Remote troubleshooting (Dameware, Nortel, VPN, and etc.)

Hardware \Software (PC\Laptop\IPADS\iPhone\Scanners\Tablets\Printers\Monitors, etc.…)

• Complete Rebuilding \ Reimaging

• Operating Systems: All Windows operating systems

• Office Suites: All MS Office Suite applications

Networking:

• Wireless Systems, Wireless Access Points (Install, configuration, and Monitoring), IPASS access, and VPN

• Cisco Routers \ Switches, Patch Panels, “Toning” out of the lines, IP address Assigning, connectivity troubleshooting of Printers

Education

MAY 2009

MBA Business Administration University of Phoenix

MAY 2000

MCP (Microsoft Certified Professional)

A+ Certification

MAY 1999

Associates Degree computer Sciences Bryant and Stratton College

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