Joel de Garza
Support Manager | ITIL 4 | Service Desk | Customer Support
- Role
- Customer Support Manager at TraXtion
- Location
- Arlington, TX, US
- LinkedIn followers
- 500 followers
About Joel de Garza
At Diamond Data Systems as the Technical Support Manager, my focus has been on enhancing customer support operations and cloud service management. Our collective efforts have resulted in a streamlined support process, consistently meeting weekly customer satisfaction targets and reducing response times. Leveraging my competencies in Jira Service Desk administration and communication, I\'ve led initiatives to improve service desk performance and foster a culture of continuous improvement. With a strong commitment to service excellence, my aim is to continue elevating the quality of technical support and fostering innovation in cloud-based solutions.
Experience
Customer Support Manager
Feb 2025 — Present · Irving, TX, US
Lead a team of support specialists managing 50+ tickets daily, increasing ticket closure rate by 30% through workflow optimization and accountability improvements. Maintained 90%+ SLA compliance month-over-month for 12 consecutive months, ensuring consistent and reliable service delivery. Reduced backlog and improved resolution efficiency by enhancing tracking, reporting, and documentation standards within the ticketing system. Served as primary escalation point for complex hardware/software issues, accelerating resolution through cross-functional collaboration. Optimized workforce scheduling and performance management practices to maintain coverage, improve response times, and elevate overall team productivity.
Education
Tarrant County College
Business
2007 — 2008
Skills
- Bmc Remedy
- Microsoft Sql Se
- Microsoft Exchange
- Xp/Vista/7
- Help Desk Support
- Database Administration
- Customer Service
- Sql Db2
- Blackberry Os
- Tcp/Ip
- System Administration
- Call Center
- Windows
- Html
- Computer Hardware
- Sql Server Management Studio
- Technical Support
- Telecommunications
- Troubleshooting
- Active Directory
- Hardware
- Smartphones
- Windows Remote Desktop
- Customer Support
- Microsoft Sql Server
- Blackberry
- Wireless
- Windows 7
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