Highlights:

Skills:Desktop Management, Inventory Management, Project Management, Problem-Solving

IT Desktop Manager 01/2020 - current
itel International, Kingston, Jamaica
Industry: BPO Sector
Desktop Manager role
• Manage and lead a team of 20 desktop support technicians, providing guidance on troubleshooting, issue resolution, and service management best practices. • Implement and oversee desktop policies, procedures, and SLAs to maintain a high standard of support and minimize user downtime. • Coordinate with cross-functional IT teams to roll out system updates, security patches, and hardware/software installations across 1000+ workstations. • Develop and conduct training sessions for staff on new tools and processes to improve efficiency and user satisfaction. • Monitor and analyze key performance metrics to identify areas for improvement in desktop support services, resulting in a 20% reduction in ticket resolution time.--
Desktop Support Specialist 04/2019 - 01/2020
itel International, Kingston , Jamaica
Industry: BPO Sector
Desktop Support Specialist
•Provided advanced technical support for over 2000 users, managing escalations and complex troubleshooting for desktop, laptop, and peripheral issues. •Assisted with onboarding and training new desktop support team members, promoting a collaborative and high-performance culture. •Collaborated with IT management to assess and deploy new hardware and software, improving system performance and user experience.--

Munro College 09/2010 - 06/2016
Kingston, , Jamaica
Degree: High School Or Below
Major:High School Diploma
High School Diploma

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