Denero Marriott

Experience

1. Information Technology Help Desk Manager

   Service Coordination Inc

   Dec 2022 — Present · Frederick, MD, US

   Responsible for Managing the helpdesk team and evaluate performanceResponsible Ensuring customer service is timely and accurate dailyResponsible for Recruiting, training, and supporting helpdesk representatives and techniciansResponsible Establishing customer service standards to align with business needs Contribute to improving customer support by actively responding to queriesEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly, and monthly performance metrics on the help desk team’s productivityProvide customer feedback regarding technical issues to developersDevelop and manage a schedule of projects to meet deliverablesPerform routine system administration activities including optimization of system usage, conduct user training, and manage backup, restore, and issue resolution needsPlanning and execution of tasks related to SharePoint based initiatives (migrations, upgrades, third-party solutions, integration with additional enterprise systems, and/or hosted platforms)Collaborate with internal stakeholders to understand their business needs and develop solutions to support themEnsure accurate and up to date system documentation is maintained, including but not limited to metadata dictionary, schemas, technical standards and requirements, HIPAA and HITECH complianceProvide leadership and direction within the IT Departmentin addition to process accountability, mentor team members to ensure professional. development, leadership growth, and succession planning

Education

• Marshall University

  Master of Science (M.S.), Adult Technical Education

  2005 — 2007

• Marshall University

  M.S. Human Resource Devleopmemt (HRD)

  2005 — 2007