Carlo Cristiano
Information Technology Service Desk Team Lead @Evergreen Goodwill of Northwest Washington
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WORK HISTORY
Information Technology Service Desk Team Lead @Evergreen Goodwill of Northwest Washington
Seattle, WA, US
Managed a team of 4 service desk field technicians across 26 stores, 5 Job Training Centers and 4 warehouses while fostering a collaborative work environment• Streamlined service desk operations to enhance customer satisfaction and efficiency, including optimizing processes, closely monitoring ticket metrics (response times, resolution rates, and SLA adherence), and providing diagnostic and troubleshooting support while effectively coordinating with the System Admin team for prompt issue resolution • Managed the IT needs of the Executive Suite, ensuring seamless and prioritized support for senior leadership• Coordinated the installation of 50 new online workstations, complete with peripherals scales, scanners and printers, as a crucial part of a departmental expansion• Successfully coordinated the relocation of store registers, collaborating with internal departments and vendors, ensuring minimal disruption to operations during the transition• Led the deployment of new computers across the organization, effectively managing the laptop and desktop life cycle management process.• Manage the AirWatch MDM portal for the deployment of mobile phones within the T-Mobile fleet• Conducted an audit of the T-Mobile enterprise account, collaborated with accounting to establish an accurate payment process for departmental phones, reduced annual billing by $31K• Managed the deployment of Ceridian time clocks to 24 Store and Warehouse locations as part of the Dayforce implementation project• Maintain MPOS (Microsoft Point of Sale) systems, receipt printers, pin pads and production workstation computers, peripherals, printers: Xerox, Zebra Thermal label printers, Scanners• Active Directory and M365 User Account management, creation, permissions, Outlook DL assignments and licensing• Overall maintenance of Job Training & Education classroom computer systems including VDI terminals, instructor desktops and audio-visual system projector and smartboard systems
EDUCATION
Coventry University
Music
SKILLS
ABOUT CARLO CRISTIANO
Motivated Service Desk Lead with a strong background in overseeing daily operations, cultivating staff growth, and optimizing Tier 1 and Tier 2 service desk support. Skilled in analyzing performance metrics to drive service quality improvements and possess strong written and verbal communication skills, including the ability to convey complex technical ideas in a clear manner to users and business partners. Proactive in identifying and resolving incident trends. Committed to creating a positive work environment and delivering impactful outcomes for the business and customers.
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