Insightful ITIL-certified Senior Service Desk Manager with 8 years of service desk leadership experience including oversight of application support and i----------- management. Currently manages a team of Global Service Desk analysts and Support Analysts in 2 Philippines sites for a Fortune 50 pharmaceutical company that provided best-in-class 24 by 7 service desk support for 130,000 global users. Dedicated to customer satisfaction with focused delivery of technical solutions. Managed SLAs enabling my team to achieve customer satisfaction rating above 85%.
