SUMMARY Professional IT Help Service Desk / Service Desk Manager with extensive experience in Incident Management, Service Level Management, Problem Management, Desktop / Help Desk development and management. Implemented CMDB and other ITIL standards in the areas of Incident Management, Change Management, Service Level Management and Problem Management. Special expertise with call-tracking applications, automated call distribution (ACD) and negotiation of Service Level Agreements (SLA). Technically proficient with Symposium telephony management and reporting, Remedy, System Center Service Manager, Numara, Change Gear and Magic Service Desk call tracking systems as well as Crystal reports and Microstrategy business intelligence and analytics reporting. Proven abilities implementing and developing new and existing IT support teams, increasing and maintaining high first-contact resolution rates, improving customer satisfaction, and driving improvements in workflow and service levels.

Highlights:

• Change Management
• Microsoft Change Management
• Management
• Desktop Computer
• Service Desk
• Help Desk Manager
• Windows 7
• Help Desk
• Remedy
• ITIL V3
• Incident Manager
• Change Manager
• Serivce Manager
• 3D Modelling
• Computer Graphics
• Animation
• Illustration
• Film
• Themed Environment
• Theme Park
• Scultptor
• Set Design
• Museum
• Scenic Artist