CV / English / IT Service Desk Manager
Benjamin L. Goldstein
Email: [email protected] Phone: (555) 123-4567 Address: 24 Tech Avenue, Digital City, IN 90001
A seasoned IT Service Desk Manager with over 8 years of comprehensive experience in overseeing help desk teams, improving customer service quality, and implementing effective IT solutions. Possesses a profound ability to manage multiple priorities, coordinate projects, and lead teams towards achieving operational excellence. Adept at fostering a culture of continuous improvement and stellar service delivery.
- Leadership & Team Management
- Incident & Problem Management
- Service Level Agreements (SLAs)
- Project Coordination & Management
- Process Improvement
- Customer Satisfaction & Relationship Management
- Microsoft Certified: Azure Administrator Associate
- ITIL Foundation Certified
- CompTIA A+
- Knowledge of Active Directory, Office 365, and VMware
- Proficiency in ServiceNow and JIRA for ticketing and workflow management
Bluestream Technologies Inc., Digital City, IN
IT Service Desk Manager (Jan 2017 – Present) - Led a team of 15 service desk analysts, fostering a collaborative environment that improved incident resolution times by 30%. - Developed and implemented service desk processes and policies, aligning with ITIL frameworks to enhance service quality. - Managed vendor relationships, ensuring service and support contracts met organizational needs.
TechVantage Solutions, Tech Port, OH
Senior Service Desk Analyst (May 2014 - Dec 2016) - Instrumental in reducing unresolved ticket backlog by 40% within the first six months. - Played a key role in the implementation of a new ITSM platform, leading to a marked improvement in service delivery efficiency.
- Bachelor of Science in Information Technology University of Tech Innovations, Digital City, IN, Graduated 2013
- Certification:
- Microsoft Certified: Azure Administrator Associate, 2019
- ITIL Foundation, 2018
- CompTIA A+, 2017
Referees available upon request.
Please note that for privacy reasons, referee details are not disclosed here but are available upon request.
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