Yolanda Cabrero
Enterprise Service Desk Lead
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About
Hi! I’m Yolanda, an IT professional based in Chicago with over 10 years of experience and a passion for technology and leadership. I specialize in customer service, focusing on leading teams to success through mentoring, assisting, and resolving escalations to ensure efficient and effective operations within the IT environment.
Earning my degree in Technical Management provided me with a strong foundation for collaborating with diverse teams to refine processes and procedures, delivering smooth and timely resolutions.
I’d love to connect! Feel free to reach out with any questions or opportunities.
Experience
Arthur J. Gallagher September 2021 - Present Remote
Enterprise Service Desk Team Lead
- Operate in a fast-paced, high call volume environment, handling approximately 250,000 contacts annually.
- Provide support to 150 technicians via Teams Chat for the Service Desk.
- Manage over 1,000 transactions daily.
- Oversee major incidents, escalations, and maintain relationships with delegating teams.
- Prepare and deliver monthly presentations on technical and operational updates.
- Present monthly scorecards to technicians, highlighting areas of excellence and areas needing improvement.
- Conduct monthly Quality Assurance (QA) reviews, including ticket and call reviews.
- Observe screen recordings, listen to calls, and review tickets for scoring purposes.
- Utilize Remedy and SmartIT for reporting and ticket screening.
- Assist with attendance reporting multiple times daily to ensure all technicians are present and accounted for.
- Coach and mentor over 30 analysts in the US and UK.
- Collaborate with fellow leads to identify trends and company outages.
Enterprise Support Analyst / Knowledge Base Team Analyst
- Create tickets using the Remedy Ticketing System.
- Assist end users with technical issues related to applications or hardware.
- Maintain analysts’ adherence to talk time guidelines and company greeting standards.
- Provide support for desktops, laptops, printers, and company applications.
- Properly document all information and tasks in Remedy tickets.
- Escalate and engage team leads for troubleshooting and resolutions.
- Work effectively in a team environment.
- Create new knowledge base articles for end users and supporting analysts.
- Modify or retire knowledge articles with updates or changes via SharePoint.
- Communicate new and updated processes to resolver teams and analysts.
- Collaborate with resolver teams to provide accurate and proper resolutions to end users.
Client Field Tech SVC Analyst
- Created tickets using Remedy OPAS.
- Acted as a supporting lead for Desktop/Laptop support team members.
- Configured and set up Cisco phones.
- Provided support to over 3,000 in-house and remote users.
- Covered managerial roles when needed.
- Managed procurement for all IT-related items such as laptops, docking stations, etc.
- Led the IT onboarding process for new hire
IT Specialist
- Created tickets using Dell (DDM) and ServiceNow.
- Deployed and imported devices using SCCM.
- Imaged and prepared laptops and peripherals for new hires.
- Managed procurement for the company, supporting over 3,000 users.
- Established relationships with vendors and clients for equipment and products.
- Reported and deployed encryption for non-compliant devices using Data Armor.
- Responsible for IT new hire presentations and rollouts.
- Imaged and deployed Mac devices for VIP users.
- Created, modified, and maintained permissions within Active Directory and Exchange.
Education
Bachelor of Science degree in Business Technical Management
July 2008-February 2010 DeVry University Chicago, IL
Applied Science degree in Electronics and Technology
December 2001- June 2004 DeVry University Chicago, IL
