Nick Youssef
Lincoln
Summary
Experienced IT professional with over 8 years of expertise in service desk management and technical support. Demonstrated success in leading teams, streamlining processes, and improving customer satisfaction. Skilled in incident management, team leadership, and technical troubleshooting. Strong dedication to cultivating a customer-centric environment.
Overview
10
10
years of professional experience
Work History
Service Desk Manager
Helix Systems
03.2024 - Current
- Oversee daily operations of a 24/7 service desk, managing incident/request handling, ticket prioritization, and resolution
- Lead, mentor, and manage a team of 20 agents, enhancing performance through coaching and regular evaluations
- Develop and refine service desk processes and internal knowledge bases to improve operational efficiency
- Act as the highest point of escalation, collaborating with internal teams to resolve complex technical issues
- Monitor service desk metrics to identify trends and implement continuous improvement initiatives
Service Desk Team Lead
Helix Systems
08.2023 - 03.2024
- Served as the first escalation point for clients and team members, ensuring efficient support request triage
- Created training opportunities for team members, enhancing skills and performance
- Collaborated with other departments to resolve complex issues, staying updated on IT trends
System Engineer
Helix Systems
08.2021 - 08.2023
- Provided technical support for applications including Office 365, Google Workspace, Outlook, Slack, Zoom, and QuickBooks, handling password resets and multi-factor authentication through AAD and AD
- Administered Office 365/Google Workspace, managing requests for delegate access, shared mailboxes, and distribution lists
- Resolved file synchronization issues with OneDrive, Dropbox, and Google Drive, as well as network connectivity problems like Wi-Fi outages and slow speeds
- Addressed email-related issues, including sending, receiving, and spam concerns, along with troubleshooting hardware and printer/scanner malfunctions
- Documented support requests thoroughly, ensuring consistent service quality and clarity in solutions provided
- Engaged in knowledge-sharing and kept abreast of industry trends to enhance the service desk’s capabilities
IT Support Analyst
ReSource Pro
01.2019 - 08.2021
- Delivered desktop and infrastructure support, managing service request tickets and project work
- Supported both onsite and remote users, troubleshooting a range of technical issues
IT Support Associate
ReSource Pro
10.2016 - 08.2021
- Assisted with hardware procurement and inventory management, ensuring efficient asset tracking
IT Support Intern
ReSource Pro
06.2016 - 10.2016
- Provided level 1 support and helped maintain project documentation
Library / Helpdesk Student Assistant
Doane University
06.2014 - 05.2016
- Supported daily operations and provided level 1 helpdesk support to faculty, staff, and students
Education
Bachelor of Science - Physics
Doane University
05.2016
Skills
- Team Collaboration and Leadership
- Technical Support & Troubleshooting
- Communication & Interpersonal Skills
- Reporting & Analysis
Incident Management
- Service Level Management
- Escalation management
- Ticketing Systems
- Employee Training and Development
- Conflict Resolution
Timeline
Service Desk Manager
Helix Systems
03.2024 - Current
Service Desk Team Lead
Helix Systems
08.2023 - 03.2024
System Engineer
Helix Systems
08.2021 - 08.2023
IT Support Analyst
ReSource Pro
01.2019 - 08.2021
IT Support Associate
ReSource Pro
10.2016 - 08.2021
IT Support Intern
ReSource Pro
06.2016 - 10.2016
Library / Helpdesk Student Assistant
Doane University
06.2014 - 05.2016
Bachelor of Science - Physics
Doane University
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