Christopher Gité

• Provided expert technical support and resolved complex IT issues, ensuring minimal disruption to business operations.
• Managed the flow of incidents and requests through the service desk ticketing system, prioritizing and escalating as needed.
• Conducted root cause analysis and implemented preventative measures to improve system reliability.
• Collaborated with various IT teams to resolve issues and enhance service delivery.
• Maintained a strong understanding of IT infrastructure, systems, and applications, staying updated on industry trends.

• Self-motivated, with a strong sense of personal responsibility.
• Organized and ran weekly Change Advisory Board (CAB) meetings.
• Managed the team's weekly On-Call schedule.
• Supervised, mentored, and coached a team of IT Service Desk Analysts, fostering a collaborative and high-performing environment.
• Assigned tasks, monitored performance, and provided constructive feedback, ensuring team members were well-trained and equipped.
• Addressed performance issues and implemented corrective actions to maintain service quality.
• Oversaw day-to-day operations of the Service Desk, ensuring timely and accurate resolution of user inquiries and incidents.
• Monitored and analyzed service desk metrics (e.g., response times, resolution times) to identify areas for improvement.
• Implemented process changes to enhance service quality and efficiency, resulting in measurable improvements.
• Troubleshot technical issues, both hardware and software, escalating complex problems as needed.
• Managed incidents and problems, prioritizing and escalating according to established procedures.
• Served as the primary point of contact for IT Service Desk related issues, communicating effectively with users, IT staff, and management.
• Collaborated with other IT teams to resolve issues and improve service delivery.
• Identified and implemented process improvements to enhance efficiency and effectiveness.
• Developed and maintained knowledge base articles and FAQs to empower users and reduce support requests.
• Contributed to the development and implementation of IT policies and procedures.

• Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
• Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
• Provided customer support through use of chat, phone & email tools.
• Utilized MS Exchange to create & maintain mail accounts & distribution lists.
• Provided Blackberry and iPhone support with regards to email & activation requests.
• Supported customers with the use of SCCM to push applications & remote troubleshooting.

• Created and maintained network and email accounts using Active Directory and Hyena

• Handled daily account terminations from SAP and TAF database in compliance with SOX (Sarbanes–Oxley) regulations

• Handled first call resolutions and provide backup phone support

• Provided network support; resolved network connectivity, e-mail, and printer problems

• Responsible for broadcasting companywide personnel announcements via email

• Reviewed Echo afterhours calls and enter data into spreadsheet

• Troubleshot and diagnosed hardware, software issues

• Re-enabled/disabled AD accounts

• Reset password accounts for various applications

• Monitored helpdesk voicemail and email box creating tickets as needed.

• Provided weekly and monthly compliance reports to managers

• Assisted with special project assignments

• Daily auditing of raw materials in preparation for outbound deliveries
• Pulled orders and reconciled inventory into SAP via data entry
• Coordinated trucks for hourly deliveries
• Palletized and wrapped materials for shipment.
• Received inbound materials and directed accordingly
• Operated forklifts, pallet movers and other material handling equipment.
• Maintained shipping & receiving logs
• Assisted with loading and unloading trucks as needed, ensuring efficient workflow processes on the dock.

• Technical phone support and primary point of contact with customers providing updates and escalations
• Maintained Dailey communication with various venders and the corporate office
• Inventory control & tracking of units during the repair process
• Compiled weekly reports using Excel spreadsheets
• Data entry

• Performed troubleshooting and diagnostic assessment of damaged laptops.
• Tore down and reassembled PC hardware components.
• Performed software configuration, and installation of laptops and readied them for quality control
• Provided technical phone support, fielding calls from customers concerning repairs.
• Data entry

• Improved inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
• Performed a nightly cycle count of inventory
• Maintained inventory by performing data entry into spreadsheets and proprietary software
• Pulled orders for assembly using in-house ticketing system
• Restocked inventory
• Loaded and unloaded trucks using various forklifts and pallet jacks
• Assisted in maintaining shipping and receiving logs.
• Increased warehouse organization by identifying obsolete or damaged items for disposal or repair accordingly.