ServiceNow
Curtis Patrick
Service Desk Lead
Richland,MS
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at navigating fast-paced environments while effectively managing multiple tasks. Recognized for a proactive approach to identifying and resolving issues, consistently focusing on process optimization to enhance team performance. Committed to fostering collaboration and driving results that align with organizational objectives. Proven track record of delivering high-quality outcomes under pressure, ensuring projects are completed on time and within scope.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Lead
Leidos
11.2021 - Current
- Utilizes call center technologies to track attendance, ensure break and meal compliance, address technical issues, and verify availability for calls and chats.
- Facilitates prompt and accurate timecard approval in accordance with DCAA regulations and Leidos corporate policies.
- Serves as an additional resource for agents to ensure prompt resolution, or escalation, of incidents reported by end-users.
- Conducts weekly quality assurance evaluations to ensure that agents are following proper customer service and technical troubleshooting protocols and processes.
- Performs user acceptance testing on new applications or new releases of the ServiceNow ticketing system to confirm that functionality and business requirements are met before deployment across the enterprise.
- Confirms the completion of required monthly trainings and yearly compliance trainings by all Service Desk agents.
- Provides coaching for agents to identify improvements for performance that do not meet the expected criteria.
- Coordinates with the Critical Incident Management team and the appropriate subject matter experts in the event of incidents affecting mission-critical applications involving 25 or more end users.
- Administers training for newly hired service desk technicians and internal transfers in a classroom-based setting, using Microsoft Teams.
- Assists QTC Hybrid agents with account unlocks, password resets, and escalates out-of-scope matters to the proper points of contact.
- Updates internal knowledge base articles to enhance the research capabilities of service desk agents, and improve the first-contact resolution rate.
IT Service Desk Technician
Leidos
11.2021 - 11.2022
- Performed initial diagnosis and triage for issues related to hardware equipment and software applications in the Leidos IT environment, as experienced by employees and contractors.
- Utilized the ServiceNow ticketing system to document details of all interactions including contact information, errors experienced, troubleshooting steps and their respective results.
- Implemented end-user administration via Active Roles Server, Active Directory, and Trellix Drive Encryption in addition to support for One Time Password (OTP), Public Key Infrastructure (PKI), and Gemalto tokens.
- Made use of tools such as Command Prompt, Bomgar Remote Support, and Device Manager to resolve desktop support issues.
- Followed end-to-end incident and service request protocols including identification, escalation (where necessary), resolution, and closure to meet Service Level Agreements.
IT Service Desk Technician
The Select Group (Leidos contractor)
07.2020 - 11.2021
- Performed Tier 1 support for employees and contractors experiencing issues with company hardware equipment and software applications within the Leidos IT environment.
- Documented all interactions received via inbound phone, tickets submitted through the web portal, or support chat.
- Researched all issues to determine whether the issue was able to be resolved at first-level or escalated to a higher-level based on the gravity of the problem and resources available.
- Followed proper employee verification procedures prior to issuing credentials to end-users.
- Provided excellent customer service to maintain the integrity of the service desk.
Education
Associate of Arts - General Studies
Hinds Community College
Raymond, MS 05.2001 -
Software
Active Directory
CXOne
Power Automate
Microsoft Excel
Microsoft PowerPoint
Certification
CompTIA A+
Timeline
CompTIA A+
11-2024
Service Desk Lead
Leidos
11.2021 - Current
IT Service Desk Technician
Leidos
11.2021 - 11.2022
IT Service Desk Technician
The Select Group (Leidos contractor)
07.2020 - 11.2021
Associate of Arts - General Studies
Hinds Community College
05.2001 -
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