Brandi Devries
Information Technology Expert, problem solver, with IT project knowledge.
- Role
- Information Technology Service Desk Manager at Re:Build Manufacturing
- Location
- Portage, MI, US
- LinkedIn followers
- 500 followers
About Brandi Devries
Experienced IT professional with knowledge in the mortgage and medical industries. Largely experienced with Epic; Radiology & Inpatient, while running large IT deployments within new and existing construction projects, along with leading an IT department at a mortgage Company. Facilitated and grew the change control board process from the ground up at current company, moving the process from paper to fully electronic involving all key players. Seeking to use intensive leadership, administrative, and technical background to continue to grow my professional portfolio.
Experience
Information Technology Service Desk Manager
Jul 2025 — Present · Kalamazoo, MI, US
Oversee all Service Desk roles and processes; supervise, manage, and motivate the team of Service Desk professionals (Tier 1 and Tier 2 staff).* Manage the ticket/work queue (e.g. route incidents or request not automatically routed, monitor for aged incidents or requests, ensure ticket data quality).* Ensure the team meets or exceeds service level targets and business goals.* Manage breached service - level agreements and end user escalations.* Manage the critical incident management process and events.* Assist the support technicians with incident management, service request fulfillment, and project work as needed.* Guide staff training and development (e.g. development planning and ensure the team receives training in relevant technology, customer service, processes, etc.).* Manage staff scheduling, resource planning, performance reviews.* Monitor and manage end user/customer satisfaction and feedback.* Maintain process SOPs, work instructions, knowledge base and communicate any changes.* Assist with IT planning, financial forecasting, and vendor management.
Education
Kalamazoo Valley Community College
Associate of Science, Special Education
1999 — 2000
Spring Arbor University
Bachelor's degree, Business Administration, Management and Operations
2009 — 2012
Lake Michigan College
None, Special Education
1998 — 1999
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