Leonita Bytyqi
Paxton,MA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact organization success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager of IT Customer Experience
COLLEGE OF THE HOLY CROSS
11.2022 - Current
- Lead a 5-member L1, L2, L3 tech support team, and 13 student workers enhancing system troubleshooting for Windows and Mac
- Act as the main point of contact for all IT support inquiries.
- Document current IT systems, infrastructure, and workflows, ensuring all processes are clearly outlined and accessible.
- Create and maintain technical documentation, guides, and manuals for internal reference and troubleshooting.
- Manage the hiring, onboarding, and supervision of student staff
- Implement training programs for enhanced employee skills.
- Manage the full employee onboarding process, including configuring and deploying IT equipment,
- Collaborate with HR and other departments to ensure smooth transitions for new hires and departing employees.
- Develop and deliver training programs for employees on IT systems, software applications, and security best practices.
- Create training materials, guides, and documentation to support ongoing employee education and development.
- Conduct onboarding training sessions to familiarize new hires with IT tools and resources.
- Participate in IT initiatives, including upgrades, software deployments, and disaster recovery planning.
- Ensure customers stay informed as to the status/solution of their issue and manages customer relationship.
- Monitor tickets of direct report to ensure resolution. Use tools and strategy to monitor the performance of the team
- Track resolution speed and removes roadblocks
- Ensure team member participation in case triage meetings
- Review and approves root cause analysis for systemic issues
- Monitor the after hour call support vendor for any training, knowledge management updates, skill gaps, need for improvement
- Builds effective relationships with partners and vendors to understand and commit to.
- Lead the transition of Windows 10 to Windows 11 OS
- Lead the Zero Touch Deployment for Windows and MACs
Corporate Support Manager
Recovery Centers of America
11.2021 - 11.2022
- Managed a 2-member tech team responsible for supporting 10 sites across the U.S., with the smallest site employing 500 staff members. Strategically redefined the service desk's vision
- Supervised the Application Manager.
- Optimized team workflow to better balance immediate tasks
- Troubleshooted and resolve hardware, software, and network issues promptly, ensuring minimal downtime for employees.
- Lead by example, resolving thousands of tickets a week.
- Maintained an inventory of IT hardware and ensured timely updates and replacements as needed.
- Monitored the lifecycle of hardware and software assets, coordinating upgrades and decommissioning when necessary.
- Managed the full employee onboarding process, including configuring and deploying IT equipment
- Managed the offboarding process
- Created training materials, guides, and documentation to support ongoing employee education and development.
- Created an ITIL based ticket handling process
- Conducted onboarding training sessions to familiarize new hires with IT tools and resources.
- Perform regular system maintenance
- Managed the after hours support vendor
- Participate in IT initiatives, including upgrades, software deployments, and disaster recovery planning.
- Ensures customers stay informed as to the status/solution of their issue and manages customer relationship.
- Collaborated on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, services team, infrastructure team, information security team and account team as needed to resolve highly complex customer issues
- Reviewed and approved root cause analysis for systemic issues within the production environment.
- Fostered a collaborative and inclusive team culture.
- Set clear performance expectations and provided constructive feedback.
- Cultivated strong client relationships by addressing concerns promptly and professionally.
- Motivated team members with clear goal-setting to improve overall performance and morale.
- Resolved escalated customer complaints with diplomacy, enhancing service reputation.
- Analyzed customer feedback for strategic improvements in service delivery.
- Managed daily operations to ensure smooth functioning of the support department.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
IT Technician
Recovery Centers of America
11.2021 - 11.2022
- Tracked, routed, and redirected problems to correct resources
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Trained employees on new software tools
- Diagnosed network connectivity issues
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Conducted regular preventive maintenance on hardware equipment
- Performed troubleshooting and repaired peripheral devices such as printers, scanners
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
Computer Helpdesk Technician
Anna Maria College
09.2020 - 11.2021
- Created detailed documentation outlining step-by-step procedures for common troubleshooting tasks, increasing first-contact resolution rates.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Bachelor of Science - Computer Science And Engineering
University For Business And Technology
Pristina, Kosovo06-2015
Skills
- Service Excellence
- Collaborative Team Management
- Prioritization and Scheduling
- Data-Driven Decision-Making
- Effective Communication Skills
- Complex Problem-solving
- Staff training and development
- Staff management
- Goal setting
- Documentation and reporting
- Project management
- Strategic planning
- Cross-functional teamwork
- Conflict resolution
- Key performance indicators
- Work prioritization
- Employee onboarding
- Coaching and mentoring
- Policy and procedure development
- Recruiting and interviewing
- Vendor management
- Positive attitude
- Attention to detail
- Multitasking
- Customer relationship management
- Active listening
Certification
ITIL v4
Languages
English
Full Professional
Albanian
Native or Bilingual
Turkish
Elementary
Spanish
Elementary
Technical Skills
Intune
Okta
Google Suite
Microsoft Admin
SolarWinds ticketing system
Zoom
Active Directory
Duo Mobile
Sonic Wall
Global Protect
Sophos
Cisco Mobile
Polycom
Kaseya
Asana
Heat Ticketing System
Microsoft Windows
MAC OS
Timeline
Manager of IT Customer Experience
COLLEGE OF THE HOLY CROSS
11.2022 - Current
Corporate Support Manager
Recovery Centers of America
11.2021 - 11.2022
IT Technician
Recovery Centers of America
11.2021 - 11.2022
Computer Helpdesk Technician
Anna Maria College
09.2020 - 11.2021
Bachelor of Science - Computer Science And Engineering
University For Business And Technology
Similar Profiles
Fiona DohertyFiona Doherty
Weiss Summer Research Program at College of the Holy CrossWeiss Summer Research Program at College of the Holy Cross
Menwongba DahnMenwongba Dahn
Dish Aide at College of the Holy CrossDish Aide at College of the Holy Cross
Adwoa AcheampongAdwoa Acheampong
Information Security Risk and Compliance Lead at College of the Holy CrossInformation Security Risk and Compliance Lead at College of the Holy Cross