IT Team Leader
Stefanini Group
Total years of experience :8 years, 9 Months
• Overseeing daily IT Service Desk operations
• Managing and coaching staff
• International client interactions/client meetings
•. Responsible for identifying operational trends, and developing strategies to improve Service Desk performance
• Account Administration Management
• Desktop Support Management
• O365 Exchange Management / Active Directory Management
• Incident and Problem Management
• Service Desk and User Support
• Resolved and respond to end-user problem in a timely manner while providing
excellent customer service.
• Act as SME for IT Helpdesk Technicians (L1 and L2)
• Provide restorative or maintenance actions to resolve end-user problems
• Documented all steps taken during issue resolution.
• Provided technical support for hardware and software issues to end-users via email, telephone and remote access tools
• Process software and hardware setups, installations and upgrades
• Correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
• Create/modify personal accounts, DLs, Active Directory groups, O365 groups
• MS O365 Exchange and Active Directory Management
• Created and monitored help desk ticketing system queues for incoming requests from customers.
• Provided technical support for hardware and software issues to end- users via email, telephone and remote access tools
• Process software and hardware setups, installations and upgrades