Joseph Silva
Billerica
Summary
Experienced Service Desk Manager leading a team of IT professionals specializing in Enterprise Networking, Advanced Security, Collaboration, and Data Center technologies. Focused on delivering top-tier support services to diverse clients. Proven track record in developing and implementing best practices for service management, utilizing ITIL frameworks to optimize processes and reduce incident resolution times. Takes a proactive management approach with a strong emphasis on collaboration. Passionate about technology and dedicated to achieving excellence. Drives innovation and operational excellence in all aspects of managed services.
Overview
9
9
years of professional experience
Work History
Service Desk Manager
Aqueduct Technologies
05.2024 - Current
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Utilized ITIL Frameworks to institute gold standard practices across the organization.
Managed Services Duty Manager
Aqueduct Technologies
01.2023 - 05.2024
- As a Managed Services Duty Manager, I monitor the day-to-day operations and performance against Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) to actively provide a method of continuous improvement
- Trained and mentored team members to comply with company policies and standards
- Adjust and create operational processes to improve efficiency throughout the Managed Services team
- Introduced new KPI tracking methods for clearer engineer performance insights
- Mentored staff, fostering a culture of continuous learning and adherence to best practices
- Spearheaded initiatives to surpass SLAs, elevating service quality and client trust
- Optimized service delivery by refining operational processes and enhancing team efficiency
- Elevated service standards by proactive SLA management and KPI analysis, ensuring high-quality outcomes
Service Delivery Engineer
Aqueduct Technologies
01.2019 - 01.2023
- As a Service Delivery Engineer, I utilized my technical expertise to provide a deep understanding of customer environments in order to ensure smooth operations which includes monitoring, maintaining and management of the network infrastructure
- Maintained the practice of security measures while handling Incident Response to ensure quality of work and compliance regulations
- Utilize knowledge in Linux, Cisco Networking, VMware, and other technologies to deliver high level technical troubleshooting to resolve incidents
- Updated customer records with service documentation and recommended follow-up actions
- Devised preventative maintenance measures to prevent future breakdowns
- Handled off-hours service emergencies applying knowledge and good problem-solving abilities
- Recommended new features and improved products to remove outdated configuration
- Assessed severity and provided mitigation strategies to restore services
- Solved complex technical issues, improving customer satisfaction and service efficiency
NOC Engineer
NWN
01.2016 - 01.2019
Education
ITIL V4 Foundations
02-2025
AWS Cloud Practitioner
04-2024
Cisco Certified Support Technician: Networking
06-2023
Certified Meraki Networking Associate (CMNA)
10-2020
Information Technology
Shawsheen Valley Vocational
Billerica, MA06-2016
Skills
- ITIL frameworks
- Incident management
- Service level management
- Escalation management
- Change Control
- Problem Management
- Effective Leadership
- Coaching & Performance Planning
Timeline
Service Desk Manager
Aqueduct Technologies
05.2024 - Current
Managed Services Duty Manager
Aqueduct Technologies
01.2023 - 05.2024
Service Delivery Engineer
Aqueduct Technologies
01.2019 - 01.2023
NOC Engineer
NWN
01.2016 - 01.2019
ITIL V4 Foundations
AWS Cloud Practitioner
Cisco Certified Support Technician: Networking
Certified Meraki Networking Associate (CMNA)
Information Technology
Shawsheen Valley Vocational
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