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Harley Tedford

Harley Tedford

Help Desk Lead

Followers of Harley Tedford57 followers
location of Harley TedfordFlagstaff, Arizona, United States

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  • Timeline

  • About me

    Client Services Tech at Coconino Community College

  • Education

    • Montclair High School

      -

  • Experience

    • Resource Computer Solutions

      Aug 2020 - Sept 2022
      Help Desk Lead

      - Successfully led a 4-person Service Desk team- Ensured proper escalations were made within a timely manor- Tracked team metrics to make sure there was proper follow through on all service requests

    • Intercare Holdings Insurance Services

      Sept 2022 - Nov 2022
      Help Desk Specialist

    • Modern IT

      Nov 2022 - Sept 2024

      - Working with and Managing 7 Service Desk Agents- Managing SLAs and Client Expectations with excellent customer service skills- Improving processes that have a positive customer impact - Triaging incoming tickets- Created an escalation process to streamline our services - Auditing Client Environments and ensuring they are up to security and infrastructure standards- Traveling to multiple client sites and providing urgent in-person support

      • Service Desk Manager

        Oct 2023 - Sept 2024

      • Service Coordinator

        Sept 2023 - Sept 2024

      • Alignment Engineer

        Nov 2022 - Sept 2023

    • Coconino Community College

      Sept 2024 - now
      Client Services Technician

  • Licenses & Certifications