William
IT Service Desk Team Lead @ SmartBear | MS Project Management
- Role
- IT Service Desk Team Lead at SmartBear
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About William
As an IT Service Desk Team Lead with over 5 years of experience in the field, I am highly skilled in providing exceptional customer service while efficiently troubleshooting and resolving technical issues. My expertise in information technology, combined with my strong focus on customer-centricity, has enabled me to consistently deliver successful results in various roles. I am dedicated to staying current with the latest technologies and approaches in order to continuously improve my skills and add value to my team and organization.
Experience
IT Service Desk Team Lead
Feb 2023 — Present · Somerville, MA, US
Develop and maintain knowledge management systems and documentation to facilitate effective knowledge sharing and problem resolution.• Act as the liaison between User support, DevOps, Security, and Infrastructure, ensuring efficient ticket escalation, enhancing/creating useful tools to share knowledge, and improve processes• Administer Atlassian (i.e, Jira administration, Confluence, and Service Management)• Work closely with vendors and suppliers to manage relationships, negotiate contracts, and ensure timely delivery of hardware, software, and services.• Maintain awareness of emerging trends and technologies in IT service management, and proactively recommend improvements and innovations to enhance the customer experience.• Coordinate and participate in IT projects as required, providing technical expertise and support to ensure successful outcomes.
Education
Wentworth Institute of Technology
Bachelor’s Degree, Computer Information Systems
2014 — 2018
Northeastern University
Master of Science - MS, Project Management
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