Tom Burnett

About Tom Burnett

Versatile professional with over 20 years of experience including training, management…

Experience

1. IT Service Desk Manager

   Serco

   Aug 2016 — Present · Beavercreek, OH, US

   Lead a team of 10 service desk analysts supporting users across multiple locations.Reduced average ticket resolution time through process optimization and automation.Implemented ITIL-based incident and problem management workflows, improving first-call resolution to 85%. Collaborated with infrastructure and application teams to streamline escalation procedures.Conducted regular performance reviews and training sessions to enhance team capabilities.Managed daily operations of the IT help desk, ensuring adherence to SLAs and customer satisfaction targets. Migrated ticketing system to ServiceNow from Remedy, improving reporting and analytics capabilities. Developed knowledge base articles and assisted with self-service portals.Acted as primary liaison between IT support and business units for issue resolution and service planning. Ensures that all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately. Assigns personnel to include supervisory levels to various operations and directs their activities. Provides leadership to Helpdesk technicians, Service Contract Agents, Service Desk Team Leads and Service Desk Supervisors.Duties:• Resolves escalated information services problems by analyzing issues, discerning the most appropriate courses of action, providing tactical direction and, when necessary, reallocating resources• Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues• Provides trends, reports and analysis as needed• Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition• Technical Review Board and Change Control Board approverMaintained active Security Clearance

Education

• US NAVY

  Data Systems Certification, Data Systems School and Anti Submarine Warfare

  1990 — 1996

• ITT Technical Institute-Dayton

  Associates of Science, Electronic Engineering

  1984 — 1986

• ITT Technical Institute-Fort Wayne

  Bachelors of Arts, Automated Manufacturing

  1986 — 1987

• Bellbrook High School

  High School Diploma, High School/Secondary Diplomas and Certificates

  1980 — 1984

Skills

• Disaster Recovery
• Data Center
• Saas
• Managed Services
• Service Delivery
• Salesforce.com
• Integration
• Technical Support
• Training
• Customer Satisfaction
• Testing
• Business Analysis
• Business Process
• Customer Experience
• Vendor Management
• Staff Retention
• Cross-Functional Team Leadership
• Management
• Team Building
• Program Management
• Coaching
• Software Documentation
• Enterprise Software
• Project Management
• Major Incident Management
• Strategic Planning
• Performance Management
• Crm
• Employee Training
• Itil
• Team Management
• Recruiting
• Troubleshooting
• Operations Management
• Networking
• Microsoft Office
• Process Improvement
• Budgets
• Business Process Improvement
• Professional Services