Chad gayman
Carlisle
Summary
Dynamic Helpdesk Manager at Brightspeed with a proven track record in IT policy development and team mentoring. Expert in issue resolution coordination, enhancing customer relationships, and analyzing support trends to drive efficiency improvements. Committed to delivering exceptional service through effective training and meticulous attention to detail.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Helpdesk Manager
Brightspeed
Carlisle
03.2005 - 05.2024
- Developed and implemented help desk policies to improve efficiency.
- Trained and mentored team members on best practices in customer service.
- Coordinated communication between IT teams and end-users for issue resolution.
- Oversaw ticketing system to track user requests and monitor response times.
- Analyzed trends in support requests to identify areas for improvement.
- Provided technical guidance on troubleshooting procedures for complex issues.
- Developed online documentation for common processes for both support staff and end-users.
Education
Associate of Arts - Information Technology
ITT Technical Institute
Mechanicsburg, PA09-2003
Skills
- Help desk management
- IT policy development
- Issue resolution coordination
- Performance analysis
- Team mentoring
- Training delivery
- Time management
- Attention to detail
- Customer relationship management
Certification
- CCNA
- MCSA
- Comptia A+
- Comptia Network+
Timeline
Helpdesk Manager
Brightspeed
03.2005 - 05.2024
Associate of Arts - Information Technology
ITT Technical Institute
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