Experienced IT Manager with 7 years of dedicated leadership in high-performance IT helpdesk teams. Proven record of streamlining operations, optimizing workflows, and ensuring top-notch end-user experiences. Skilled in incident resolution, budget management, and aligning IT with business goals. Committed to boosting efficiency and user satisfaction while minimizing costs. Ready to lead IT success in dynamic organizations.
Experience
RHA Health Services
Apr 2023 – Oct 2023
Atlanta, GA
IT Helpdesk Manager and Application Admin
Leading and supervising a team of 5 IT support professionals, providing mentorship, guidance, and regular performance evaluations to ensure a high-performing department.
Strategically devised and executed streamlined IT helpdesk procedures, resulting in a remarkable 36% increase in ticket resolution efficiency and a substantial 22% reduction in response time.
Collaborated seamlessly with cross-functional teams to proactively identify system issues, diagnose root causes, and implement sustainable solutions, resulting in a 10% reduction in recurring incidents.
Optimized knowledge base documentation and established comprehensive self-help resources, elevating the first-call resolution rate by an impressive 18%.
Orchestrated the management of IT support applications and ticketing systems, achieving a remarkable 96% end-user satisfaction rate within just 3 months of onboarding.
