William Pimentel
IT Service Management Leader
- Role
- Itsm Leader - Service Desk at Truist
- Location
- Louisville, KY, US
- LinkedIn followers
- 500 followers
About William Pimentel
IT leader with 18+ years driving IT operations, service delivery, and transformation…
Experience
Itsm Leader - Service Desk
Dec 2021 — Present · Louisville, KY, US
Architected and designed the transformation of a 160+ staff global Service Desk during a major merger, creating a knowledge-centric support model that scaled operations while reducing headcount and improving efficiency.• Cut backlog by 60% and improved SLA adherence through workflow standardization, dashboards, and team training.• Built executive-level reporting in ServiceNow/Splunk to identify root causes of recurring incidents, reducing repeat issues.• Partnered with Engineering and Major Incident teams to strengthen event correlation and accelerate resolution.• Architected and contributed to workstation vulnerability remediation efforts, leveraging, training, and guiding Service Desk staff to support vulnerability management initiatives.• Established a continual improvement program that elevated operational resilience and reduced escalations.
Education
Universidad ISPJAM. Santiago de Cuba
Master of Computer Science
Skills
- High Availability
- Server Administration
- Hp Proliant
- Hp
- Disaster Recovery
- Vmware Esx
- Data Center
- Windows 7
- Powershell
- Vsphere
- San
- System Administration
- Workstations
- Dhcp
- Laptops
- Active Directory
- A Certified
- Windows Server
- Hardware
- Backup Solutions
- Computer Hardware
- System Deployment
- Servers
- Dns
- Cisco Technologies
- IT Operations
- IT Service Management
- Dell Poweredge Servers
- Symantec Endpoint Protection
- Microsoft Exchange
- Storage Area Networks
- Software Installation
- Virtualization
- Vpn
- Cluster
- Hyper-V
- Microsoft Servers
- Microsoft Technologies
- Operating Systems
- Help Desk Support
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