William Myrskog
IT Service Desk professional with five years of experience in service desk operations and nearly two years in a leadership capacity
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About
IT Service Desk professional with five years of experience in service desk operations and nearly two years in a leadership capacity. Skilled in incident management, ITIL-aligned support, and Active Directory administration, with a consistent record of resolving technical issues efficiently while maintaining high customer satisfaction. Experienced in ticketing systems, VoIP platforms, and cross-functional troubleshooting for both internal teams and enterprise clients.
Combines hands-on technical support with a strong background in training and mentoring to improve team performance and service delivery. Holds a Bachelor of Arts from the University of Waterloo.
Experience
Shift Lead – Tier 1 Service Desk at LiveXchange Technologies, Inc. (2023-02 – Present)
- Led a team of service desk specialists, overseeing daily chat, call, and ticketing support to maintain high-level service delivery.
- Acted as the point of escalation for complex technical issues, providing swift resolutions and preserving customer satisfaction.
- Managed Active Directory admin access and account lifecycle tasks, including creation, termination, and password resets.
- Coordinated real-time troubleshooting and training sessions to minimize service disruptions across support channels.
- Oversaw class creation and system modifications for clients, ensuring seamless technical support across operations.
- Identified operational gaps and proposed process improvements that strengthened team performance and service quality.
Service Desk Specialist at LiveXchange Technologies, Inc. (2020-10 – 2023-02)
- Provided front-line technical support to internal teams, troubleshooting client applications including TMS, AWS, and Secure Workspace VM.
- Administered Active Directory and Contact Centre Anywhere VoIP systems, resolving service requests efficiently through the ticketing system.
- Supported customer onboarding by configuring systems and validating training materials to ensure smooth implementation.
- Tracked training attendance and outcomes to meet client expectations while minimizing errors and service disruptions.
- Resolved technical issues swiftly through strong problem-solving skills, maintaining consistently high service quality.
Corporate Trainer at LiveXchange Technologies, Inc. (2024-07 – 2024-09)
- Delivered training for new hires on customer interactions, call management, and application usage (Salesforce, Secure Workspace).
- Developed and maintained training materials aligned with company standards and evolving business needs.
- Assessed trainee performance and provided constructive, ongoing feedback to drive continuous improvement.
- Maintained accurate training records to ensure compliance with company policies and standards.
- Trained employees on phone etiquette and customer service techniques to strengthen service delivery and efficiency.
Education
Bachelor of Arts in Liberal Arts – University of Waterloo
Ontario High School Diploma – Bayview Glen Independent School
