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.