Jeremy C.

About Jeremy C.

I\'m a highly motivated and loyal information technology professional with a proven track record of enhancing operational efficiencies, building high performing teams and adding value wherever I can as an employee. I am great at being both an individual contributor and a team player. Did I mention I also adapt well to change?

Experience

1. Senior Manager, Service Desk

   Clear Capital

   Apr 2022 — Present · Reno, NV, US

   Responsible for managing Service Desk staff across 3 states and 4 campuses that scaled supporting roughly 400 employees both locally and remote, to over employees. The team supports everyday technical issues along with managing enterprise applications such as Google Workspace, VMWare’s Workspace One, Dialpad and Zendesk. Regularly participate in risk management, budget planning and staffing meetings. Lead change control meetings and ensure impacts to the working environment are minimal. Also responsible for ensuring SLAs are met while minimizing escalations and increasing productive interactions between the Service Desk and its customers. When problems arise, take on the problem manager role and communicate to impacted users while making sure responsible teams are actively resolving issues and identifying root causes.In addition to everyday duties, act as an escalation point for technical issues and help the team think outside of the box when it comes to potential solutions. Help the team grow emotionally and professionally by coaching them on technical knowledge, but focusing on customer-oriented service. Also, regularly work with executives to improve their technical experience and understanding. Responsible for asset/license control, lifecycle, planning and purchasing for computer hardware and setup. Finally, regularly educate Clear Capital’s employees on best practices, self-service and how technology can work for them, not against them. This includes making training material and videos that all skill levels can learn from. Selling change is a regular occurrence in this role.

Education

• Sutter Health University

  Foundations for Excellence, Organizational Leadership

  2013 — 2013

• MTI College

  Diploma, Microcomputer Operations

  1996 — 1998