Sunny Gill

Experience

1. Service Desk Manager

   American Seafoods

   Oct 2022 — Present · Seattle, WA, US

   Oversight and management of day-to-day operations for a global service desk supporting onshore and offshore teams• Led the transition from reactive to proactive support through automation, documentation, and knowledge base development• Manage daily ITIL-aligned operations, incident workflows, and escalations while driving improvements in response and resolution times• Collaborated with infrastructure, network, and application teams to ensure alignment of IT initiatives and priorities• Acted as an escalation point for critical incidents, maintaining business continuity and ensuring end user communication• Managed vendor relationships and third-party support contracts• Championed employee experience by improving onboarding and offboarding IT processes• Spearheaded the successful companywide rollout of Windows 11, overseeing testing, deployment strategies, and user training• Provide strategic direction for endpoint management, including OS deployments, patch management, and device lifecycle governance• Converted a critical onboard system used by our vessels into a virtual machine to ensure high availability and reduce downtime• Maintain oversight of endpoint imaging, Windows Deployment Services, and golden image creation using vSphere• Collaborate with cross-functional teams to implement and manage enterprise applications, group policies, and endpoint security standards• Mentor and coach service desk engineers, facilitating professional growth and encouraging knowledge-sharing across the team• Support infrastructure initiatives while staying hands-on with backend systems to ensure smooth operations and optimal performance

Skills

• Active Directory
• Windows Server
• Hardware
• Infrastructure
• Management
• Troubleshooting
• Integration
• Help Desk Support
• Windows
• Networking
• Information Technology
• Technical Support
• IT Operations
• Microsoft Office
• Computer Hardware
• Microsoft Exchange
• IT Service Management