Danielle Hardy

Senior Service Desk Technician | Client-Focused IT Professional | Driving Operational Excellence in Financial Services

Role: Senior Service Desk Technician at VyStar Credit Union
Location: Houston, TX, US
LinkedIn followers: 500 followers

Information TechnologyView LinkedIn profile

About Danielle Hardy

Agile Senior Service Desk Technician with 8+ years of professional experience in IT…

Experience

Senior Service Desk Technician
VyStar Credit Union
Jun 2023 — Present · Jacksonville, FL, US
Responsible for Tier I & Tier II escalation of support. Ensure that effective communication and problem management occurs at and between all support tiers.• Enforce service level agreements in consultation with end users to establish problem resolution expectations and timeframes. Track and analyze trends with Service Desk requests/incidents and generate statistical reports.• Responsible to provide backup assistance when necessary to the Identity Access Management team to help administer appropriate employee access for systems for the employee’s first day of business. Verify accurate permission levels have been assigned for position description to meet job demands.• Update our phone system in the event of a service outage. Resolve daily issues of a complex scope that impact the team and overall business objectives. Work with internal and external business partners to focus on team building, communications, and address any escalated issues in a timely resolution. • Participate in team meetings with manager, to review team members’ monthly scorecards, problem management software ticket and quality assurance review.• Supports and participates in projects that will include system audits, administration updates, and client installations in support of new or upgraded system software.• Develop knowledge articles within ServiceNow.• Coordinate with the Desktop Engineering, Application Support and other IT teams to expedite the handling of urgent trouble reports and document problem resolution to build a skills knowledge database• Answer calls for password resets, troubleshoot hardware used in the branches and back office or troubleshoot software the business supports. • Queue manage all incidents and requests opened in ServiceNow. Triage tickets to the appropriate assignment group and amongst Tier I & Tier II service desk support.

Contact information

Verified work emails, personal emails, and direct dials — unlocked in one click.

Work email
•••••@vystarcu.org
Personal email
•••••@•••••.com
Direct dial
+•• ••• ••• ••••

Unlock verified contacts

Free to start · No credit card required

Current company

VyStar Credit Union

Banking · 2K employees · Founded 1952 · Jacksonville, Florida, United States

At VyStar, our work is inspired by the people, businesses and communities we serve every day. We are focused on helping our members achieve their financial goals and building stronger communities for everyone. VyStar membership is open to everyone who lives or works in the 49 contiguous counties of Central to North Florida, 10 Southern Georgia counties, and past and present military members and their families all over the world. We’ve always been about helping people in their financial lives. Our story began 70 years ago when 12 founding members had one bold idea: to create a safe place for our military and civil service members to save and borrow money. Stationed at Naval Air Station Jacksonville, they called the credit union Jax Navy Federal Credit Union. Still headquartered in Jacksonville, Florida, VyStar has grown to serve anyone who lives or works within our areas of service from Central Florida through Georgia. We’ve made it easy to join VyStar because we believe the more we grow, the more good we can do. VyStar Credit Union is the second-largest credit union headquartered in Florida and now serves more than 900,000 members with assets totaling over $13.5 billion. VyStar is the largest mortgage lender in Northeast Florida and a major employer in the region with over 2,000 employees across the communities it serves. VyStar membership is open to everyone who lives or works in the 49 contiguous counties of Central to North Florida, 26 Georgia counties and past and present military members and their families all over the world. Working at VyStar is more than a job — it’s an opportunity to build a lasting career and impact your community. If that sounds good to you, you may be the right fit for our team.

vystarcu.org

Find verified contacts for anyone on LinkedIn

Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.

Start for free See how it works

Free plan included · No credit card required

This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.