Service Desk

Verified

$6/hr

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Outline

Looking for Full-Time work (8 hours/day) at $6/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Dynamic leader with over 15 years of extensive experience with enterprise companies. Adept in customer service and problem-solving. Excelled in roles from Customer Service Representative, Training & Development, Major Incident Management, Network Engineer, and eventually to management role enhancing team productivity and customer satisfaction. Skilled in Microsoft Office, Google Workspace and team leadership, with a proven track record of mentoring staff and improving operational efficiency.

Skills & Experience

Skills

Problem solving 5-10 Years

Data Analysis 2-5 Years

Escalation Management 2-5 Years

Customer service - Escalation Department 10+ Years

Strong communication and interpersonal skills to collaborate with cross functional teams 2-5 Years

Leadership 2-5 Years

Experience highlights

Service Desk Manager

HCL Technologies · November/2023 – Present

*Managed a team of Leads and POCs, fostering a positive work environment focused on teamwork and collaboration.
* Enhanced team performance by providing expert guidance on critical issues and strategic initiatives.
* Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
* Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
* Prepared and deli

Service Desk Supervisor

Verizon · July/2012 – Present

I began my career in customer service, building a foundation in client support and training. Over time, I advanced into incident and major incident management, where I was the primary contact for executive‑level escalations. I later expanded into technical operations as a network engineer, before moving into leadership roles as a supervisor and manager. This progression reflects my ability to adapt, grow, and lead in complex environments while maintaining a strong focus on customer satisfaction.

Technical Support

Teletech · November/2008 – Present

* Inbound support group for Bigpond Home DSL customers.
* Managed high-stress situations effectively, maintaining professionalism under pressure while resolving customer concerns.

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