Greater Phoenix Area
I lead service desk operations for a 14-person team across Orlando, Baltimore, Scottsdale, Toronto, and Pune. We support 4,500+ users and handle roughly 50,000 tickets a year. My focus is building IT support operations that are measurable, consistent, and trusted by the business. That means strong queue management, clear escalation ownership, SLA tracking, clean documentation, practical coaching, and using ServiceNow data to turn noise into action. One of the results I’m proudest of is helping move our team from its worst CSAT score on record to the 6th-best score we have ever achieved. That kind of shift does not happen by accident. It comes from clearer expectations, better follow-through, stronger coaching, and a team willing to improve how the work gets done. This role has also shaped me as a leader. Managing across sites and personalities has pushed me to listen better, take feedback seriously, and pay attention to what the team is experiencing, not just what the ticket queue says. I also supported our headquarters transition from Phoenix to Scottsdale, helping coordinate equipment movement, desk readiness, onsite staffing, and day-one support coverage for a 520-desk launch completed in 2 weeks. ITIL v4 certified, with hands-on experience across ITSM, ServiceNow, Intune, Entra ID, CyberArk, BeyondTrust, endpoint lifecycle, asset management, incident management, SLA performance, CSAT improvement, and service desk performance management. Based in Phoenix and relocating to Central Florida for my next role. Open to IT Operations, Service Delivery, IT Service Desk Manager, and IT Support Manager opportunities where strong service desk leadership, clean metrics, and scalable support operations matter.
· Lead IT service desk operations for a 14-person team across Orlando, Baltimore, Scottsdale, Toronto, and Pune, supporting 4,500+ users and roughly 50,000 tickets annually. · Improved ITSM operational visibility across multiple support locations by using ServiceNow dashboards to track SLA performance, backlog management, aging tickets, queue health, and analyst workload trends. · Drove measurable CSAT improvement by tightening team coaching, ticket documentation, follow-up expectations, escalation ownership, and queue management. · Strengthened service delivery consistency by refining workflows, improving documentation standards, and aligning analyst expectations to ITIL-based incident management practices. · Managed endpoint lifecycle support by coordinating imaging, provisioning, equipment upgrades, and asset management across laptop and mobile device refresh programs. · Coordinated annual hardware refresh activity for approximately 900 laptops and 600 mobile devices, improving endpoint readiness, asset accuracy, and business support continuity. · Supported onboarding and acquisition transitions by preparing equipment, completing user setup, and aligning early-stage IT support coverage for new teams. · Supported the Phoenix-to-Scottsdale headquarters transition by coordinating equipment movement, desk readiness, onsite staffing, and day-one support coverage for a 520-desk launch completed in 2 weeks
· Contracted to Publix Super Markets through Innova Solutions, supporting enterprise mobile infrastructure for 20K+ Samsung, Honeywell, and Zebra devices across 1,300+ retail stores. · Increased ticket resolution performance by 40% by improving troubleshooting consistency, incident ownership, service desk coordination, and mobile device support workflows. · Reduced average ticket escalations by 20% through stronger cross-functional collaboration, faster triage, and improved root cause analysis. · Improved frontline technology reliability by maintaining mobile device operations, supporting hardware replacements, and resolving high-volume technical issues across retail environments. · Served as a trusted technical resource for enterprise mobility support, helping improve communication between service desk teams, infrastructure groups, and business users.
· Supported high-priority technical and service issues across 2K systems serving 5K employees. · Improved service desk coverage by coordinating work for a 5-person support team while acting as a subject matter expert for proprietary IT equipment and escalated incidents. · Standardized Android and iOS device configuration, deployment, replacement, and maintenance processes to improve mobile device management and support consistency. · Strengthened knowledge management by helping align internal resources, procedures, and documentation to updated IT standards. · Reduced recurring productivity issues by improving troubleshooting documentation, support processes, and access to reliable technical knowledge.
· Supported technical operations across 3.4K+ systems while becoming a primary resource for a new internal inventory and asset management system. · Improved help desk consistency by creating a support handbook that documented system knowledge, lessons learned, and repeatable troubleshooting steps. · Supported an enterprise field sales technology rollout by helping purchase, configure, and deploy 400+ Apple iPads with required sales software. · Partnered with senior leadership and field teams to maintain sales workflow continuity and quickly resolve emerging technology issues. · Helped improve global asset management adoption by supporting office launches, training new staff, and assisting with rollout of a new internal system.
· Supervised technical support operations for a small team, balancing ticket ownership, customer escalations, daily coverage, and issue follow-up. · Improved support consistency by coaching technicians on troubleshooting quality, customer communication, documentation, and escalation handling. · Supported service desk operations by helping manage intake, prioritization, technical issue resolution, and customer support standards.