Victor Morisett

I am a highly motivated professional with a strong passion for cybersecurity and information technology. Throughout my career in the IT industry, I have consistently demonstrated a commitment to driving organizational success by optimizing service desk operations, implementing effective IT management strategies, and cultivating high-performing teams. My expertise lies in mentoring and training teams of up to 19 individuals on various IT support topics and competencies, resulting in improved client satisfaction and continuous process enhancement.

Currently, I hold the position of Service Desk Team Lead at HTC Global Services, where I oversee a team of 19 analysts providing exceptional IT support to esteemed hospital clients. During my time, I successfully promoted five analysts within a short time period, recognizing talent within the team.

To further expand my expertise and knowledge in the field of cybersecurity, I am currently pursuing a degree in cybersecurity at Western Governors University. This educational endeavor reflects my dedication to staying at the forefront of industry advancements and enhancing my capabilities in protecting critical digital assets.

HTC Global Services - Providing IT services and support to hospitals nationwide, Troy, MI

Service Desk Team Lead, Troy, MI (May 2022 – Present):

• Strategic Leadership: Provide strategic direction and leadership to a dynamic team of 19 analysts, ensuring the delivery of exceptional IT support to esteemed hospital clients. Successfully promoted 5 analyst members within a remarkable 4-month period, showcasing a commitment to talent development.
• Team Development: Mentor and cultivate a high-performing team by imparting industry best practices, technical expertise, and customer-centric skills. Foster a collaborative environment that encourages continuous learning, innovation, and cross-functional knowledge sharing.
• Operational Excellence: Work with the management of daily service desk operations, overseeing an impressive average monthly call volume of up to 38,000 calls. Collaborate with 15+ teams within the service desk, particularly second-level teams, to optimize incident resolution and enhance service quality.
• Effective Problem Solving: Implement effective problem-solving strategies to maintain an outstanding First Level Resolution (FLR) rate averaging 75%. Leverage cross-functional collaboration and technical expertise to ensure timely and accurate issue resolution.
• Innovation Integration: Proactively stay attuned to industry trends and emerging technologies, infusing this knowledge into IT service offerings. This approach ensures that the service desk remains at the forefront of innovation, providing clients with state-of-the-art solutions.
• Go-Live Excellence: Drive seamless go-live events by orchestrating cross-functional coordination. Facilitate smooth operations, minimize disruptions, and communicate technical details to non-technical stakeholders in a clear and concise manner.
• Performance Analysis: Conduct performance assessments to gauge team effectiveness and identify opportunities for improvement. Implement actionable strategies to enhance team performance, efficiency, and customer satisfaction.
• Resource Management: Efficiently allocate resources, balance workloads, and optimize team productivity. Streamline processes and workflows to ensure swift incident resolution and exceptional service delivery.
• Stakeholder Engagement: Collaborate with key stakeholders, including hospital clients, second-level teams, and leadership, to align service desk objectives with organizational goals. Foster strong relationships based on trust and effective communication.

Problem Manager Specialists, Troy, MI (December 2021 – May 2022):

• Proactive Incident Analysis: Analyzed data from 100-300 tickets to identify trends, preventing incidents and providing actionable insights for process enhancements.
• Escalation Management: Managed and escalated complex issues to higher-level departments, collaborating with Techs, AD groups, and Field Teams to ensure swift resolutions.
• Service Efficiency Improvement: Enhanced service efficiency by focusing on first-time fixes and delivering permanent solutions rather than temporary workarounds.

Service Desk Analyst, Troy, MI (March 2021 – December 2021):

• Effective Customer Support: Responded to customer inquiries via phone calls and emails, averaging up to 780 calls per month and maintaining an impressive 75% FLR rate.
• Transparent Communication: Provided timely updates to customers regarding the progress and status of their requests, ensuring clear and consistent communication.
• Remote Troubleshooting: Utilized remote troubleshooting techniques to successfully resolve technical issues related to software, hardware, and other devices.

EDUCATION

Western Governors University- Bachelor’s Degree-Cybersecurity And Information Assurance      March 2024

Eastern Gateway Community College- Business Management Focus- AAB                                     August 2021     

Macomb Community College                                                                                             January 2016- June 2017