Erica Miller
Sr IT Service Desk Manager + IT Operations Mgmt
- Role
- Sr Information Technology Service Desk Manager at Panoramic Health
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Erica Miller
I give all glory to The Lord Jesus Christ. He gave me a heart for people and a deep desire to provide excellent service. Integrity is key! I am passionate about developing teams, streamlining processes, knowledge sharing, continuing education, ITIL, Microsoft and much more. I have over 15 years of experience in the IT industry, much of that spent in managed services; because of that I have experience in a wide variety of technologies.
Experience
Sr Information Technology Service Desk Manager
Mar 2023 — Present
I manage daily operations of service desk using Manage Engine for incidents and service requests. My team consists of offshore and onshore staff. I am responsible for ensuring our daily operations, ticket handling and process are being executed with high levels of customer service and targeting first call resolution. I am responsible for KPI\'s, SLA\'s, reporting, training, process creation and documentation, escalations, partnering with other business leaders and vendors to streamline onboading/ offboarding. Project management and execution of special projects. Investigation and proposal of new products and solutions. I promote a collaborative work environment where we share knowledge, ensure documentation is accurate and updated, and communication is transparent.
Education
HighTech Institute
Associate of Science (A.S.), Computer Science
2004 — 2006
Western International University
Bachelor of Science in Information Technology Management, Computer Science
2017 — 2019
Skills
- Networking
- Software Installation
- Dns
- Computer Hardware
- Cloud Computing
- Tcp/Ip
- Linux
- Vpn
- Troubleshooting
- Backup Solutions
- Antivirus
- IT Management
- Disaster Recovery
- Voip
- Data Center
- Mcp
- Microsoft Office
- Network Security
- Project Management
- Network Administration
- Security
- Network Design
- Microsoft Exchange
- Windows
- Wireless Networking
- Windows 7
- Creative Problem Solving
- Vmware
- System Administration
- Active Directory
- Windows Server
- Voice Over Ip (Voip)
- Servers
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