Brent Carlson

Background

About Brent Carlson

IT/Project and Service Desk Manager, Trainer, with 20+ years of experience in the Call Centre, Advertising, Education, Financial, IT Consulting, Major Events and Telecommunications industries. Managing daily operations of the service desk; representing the team to other stakeholders; helping to ensure that the service desk is constantly developing and improving. Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness. Successfully manage all phases of IT projects: engaging senior stakeholders, needs analysis and requirements definition, setting budgets, vendor selection, change management, implementation, and training. Experience with Mosyle MDM. Have strong writing and communication skills to create reports, proposals, contracts, NDAs, security compliance documents (ISO27001, SOX) and the ability to rationalize the need for infrastructure changes and upgrades. Specialties: Leadership: exhibit commitment and passion towards work and customer service; communicate vision and goals to the team; listen to/incorporate good ideas for improvement (empowerment). Quality Focus: Committed to quality improvements through role-modeling, individual/team performance reviews, training and personnel selection. Reliable, trust-worthy and accountable. Analytical thinking: Ability to absorb and analyze information in order to build a resulting action plan. Focus on Gaps and Process improvements. Ability to effectively prioritize and execute tasks in a dynamic and high-pressure environment. Initiative: Inquisitive nature, knowing where to look for information, and proactive. Suggest and share best practices and help implement the same.