Digerati Group LLCIT Service Desk Manager
Jan. 2015 - Apr. 2018Chicago, ILAugmented client engagement by strengthening client relationships and conducting quarterly onsite meetings for
health/welfare checks related to service. Increased team efficiency and customer service standards by performing interviews,
training sessions, and performance reviews, while providing support to help desk representatives. Propelled new hire
integration and overall team performance by re-aligning service desk, executing formal onboard training, and partnering with
training partner for shadowing. Key Contributions:
Amplified client retention and revenue by delivering 20% enhancement in customer satisfaction for 400 clients,
leveraging strong leadership communication and application support.
Minimized response time by 30%, leading to 40% decline in customer complaints by managing IT service desk
operations and system administration for software maintenance.
Attained 25% increase in productivity and 20% reduction in turnaround time by overseeing project delegation for 300+ IT
projects, demonstrating ability to manage multiple initiatives.