Experienced Service Desk Coordinator with over 5 years in fast-paced MSP environments, specializing in efficient ticket triage, technician dispatch, and service request management. Proficient in managing high-volume ticket queues with strong SLA adherence and business impact prioritization, ensuring timely resolution of Level 1 and 2 support issues. Skilled in ServiceNow, ConnectWise, Autotask PSA, Hudu, NinjaOne, Office 365 Admin, Active Directory, Intune, and remote support tools including TeamViewer, AnyDesk, Remote Connect, and Datto RMM. Currently exploring AI-driven automation and model training to enhance service workflows, alongside Windows App solutions for remote desktop services. Proven track record of optimizing dispatch processes, escalating critical incidents effectively, and maintaining 90%+ customer satisfaction through clear communication with end users, technicians, and vendors. Adept at workforce scheduling and resource coordination to meet evolving client needs, balancing technical expertise with operational efficiency to minimize downtime and elevate service delivery.
