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Leslie Diaz Resume

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Leslie Diaz

Leslie Diaz is a Service Desk Manager with over 10 years of experience in customer service and IT support. She is proficient in ServiceDesk, MS Office, Microsoft Exchange, Lync, Windows Server 2003, and networked applications. As Service Desk Manager since 2012, she has raised service standards, empowered her team, and assisted with two acquisitions. Previously she was an IT Project Manager and Senior Analyst at Dell where she troubleshot issues and identified ways to improve the customer experience.

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LESLIE DIAZ 2459 Mason Ferry Dr #101, Herndon, VA 20171 Home: 703-793-9156 • Cell: 571-286-7879 lesliendiaz@gmail.com Enthusiastic Service Desk Manager seeking to implement exceptional communication and organization skills, along with creative solutions to any startup or business-focused company.Over 10 years evolving customer service to meet client, employee, team, and company needs. Troubleshooting proficiency ServiceDesk Accomplished with mobile devices DHCP/DNS Ethernet and Firewall proficient MS Office proficiency Microsoft Exchange 2010 Microsoft Lync ISA/Forefront UAG Windows Server 2003 Networked applications Call center management experience Seasoned in conflict resolution Courteous demeanor Energetic work attitude Inventory control Customer service expert Exceptional telephone etiquette Staff development Policy/program development Staff training Leadership Promoted to Service Desk Manager in 2012 Served as key contributing member to Leadership team Assisted 2 successful acquisition and the subsequent technology integration People Management: Raised Service Desk service standards and expectations Empowered individual team members and group resulting in outstanding self and team assessment Liaison between Executives, VP's, IT Director and staff. 11/2010 to Current DELL Herndon, VA IT Project Manager Senior Analyst Analyzed key metrics to measure product effectiveness. Troubleshot and resolved internet connectivity and general software and hardware issues. Identified product problems and strengths and collected data on the customer experience. Drafted user stories, use cases and functional specifications to support product development. Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs. Collaborated with the global team to resolve IT support cases. NoVA, Fairfax, VA, USA SUMMARY HIGHLIGHTS ACCOMPLISHMENTS EXPERIENCE EDUCATION

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Leslie Diaz Resume

  • 1. LESLIE DIAZ 2459 Mason Ferry Dr #101, Herndon, VA 20171 Home: 703-793-9156 • Cell: 571-286-7879 lesliendiaz@gmail.com Enthusiastic Service Desk Manager seeking to implement exceptional communication and organization skills, along with creative solutions to any startup or business-focused company.Over 10 years evolving customer service to meet client, employee, team, and company needs. Troubleshooting proficiency ServiceDesk Accomplished with mobile devices DHCP/DNS Ethernet and Firewall proficient MS Office proficiency Microsoft Exchange 2010 Microsoft Lync ISA/Forefront UAG Windows Server 2003 Networked applications Call center management experience Seasoned in conflict resolution Courteous demeanor Energetic work attitude Inventory control Customer service expert Exceptional telephone etiquette Staff development Policy/program development Staff training Leadership Promoted to Service Desk Manager in 2012 Served as key contributing member to Leadership team Assisted 2 successful acquisition and the subsequent technology integration People Management: Raised Service Desk service standards and expectations Empowered individual team members and group resulting in outstanding self and team assessment Liaison between Executives, VP's, IT Director and staff. 11/2010 to Current DELL Herndon, VA IT Project Manager Senior Analyst Analyzed key metrics to measure product effectiveness. Troubleshot and resolved internet connectivity and general software and hardware issues. Identified product problems and strengths and collected data on the customer experience. Drafted user stories, use cases and functional specifications to support product development. Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs. Collaborated with the global team to resolve IT support cases. NoVA, Fairfax, VA, USA SUMMARY HIGHLIGHTS ACCOMPLISHMENTS EXPERIENCE EDUCATION