Kenny Barba
Mechanicsville
Summary
Dynamic IT Service Desk Manager with a proven track record at VSC Fire & Security, enhancing customer satisfaction through effective incident management and team leadership. Skilled in technical troubleshooting and employee training, I implemented process improvements that reduced ticket backlog and optimized service delivery, fostering a collaborative and goal-oriented environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
VSC Fire & Security
08.2020 - Current
- Led the IT service desk team in two locations, delivering exceptional technical support.
- Implemented process improvements, enhancing response times and customer satisfaction ratings.
- Developed training programs for staff, increasing knowledge of fire safety protocols and service procedures.
- Managed ticketing system to ensure efficient tracking and resolution of user issues.
- Conducted performance reviews, providing constructive feedback to enhance team effectiveness and morale.
- Analyzed service desk metrics to identify trends, driving strategic decision-making for resource allocation.
- Established best practices for incident management, streamlining workflows and reducing operational downtime.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Contributed to budget planning by accurately forecasting staffing needs based on historical trends and anticipated business growth.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Negotiated with vendors to secure best prices for parts and supplies.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
IT Service Desk Tech
VSC Fire & Security
05.2008 - 08.2020
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Monitored and prioritized incoming service requests, maintaining effective communication with users throughout the process.
- Developed and maintained documentation for troubleshooting procedures and common issues, enhancing team's knowledge base.
- Trained new staff on service desk protocols and best practices, fostering a collaborative work environment.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Maintained inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Used the Fresh Service ticketing systems to manage and process support actions and requests.
Education
Associate of Applied Science - Telecommunications Management
DeVry University
05-2001
Skills
- Incident management
- Positive attitude
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Multitasking and organization
- Goal oriented
- Critical thinking
- Team leadership
- Verbal and written communication
- Customer service management
- Technical troubleshooting
- Employee training and development
Certification
- Network +
Timeline
IT Service Desk Manager
VSC Fire & Security
08.2020 - Current
IT Service Desk Tech
VSC Fire & Security
05.2008 - 08.2020
Associate of Applied Science - Telecommunications Management
DeVry University