Jared Wood

Background

About Jared Wood

Welcome,My name is Jared Wood, I'm a dedicated and results-driven Global Service Desk Analyst with extensive experience in IT Service Management (ITSM), Cherwell Service Management (CSM), and Remedyforce. I specialize in optimizing service delivery, ensuring compliance with SLAs and KPIs, and fostering strong customer relationships.Key Skills and Expertise:IT Service Management (ITSM)| Cherwell Service Management (CSM)| RemedyforceGlobal Service Desk Management | SLA and KPI Compliance | Customer Relationship ManagementIncident and Problem Management | ITSM Administration | Process ImprovementIn my current role, I oversee global service desks, ensuring seamless operations and timely resolution of IT issues for our clients. I am proficient in ITSM tools like Cherwell and Remedyforce, streamlining workflows and enhancing service efficiency. Additionally, I excel in managing teams, providing training and guidance, and driving continuous improvement initiatives.My Career Journey:I started my career at CompuCom as an ITSD Service Desk Technician, where I provided 1st Level Support for Internal and External BMW Associates. I then moved on to nscglobal as a Country Manager, leading a team of service desk agents and ensuring 24/7 coverage for global service desks. Currently, at Softtek, I play a crucial role as a Global Service Desk Analyst, overseeing performance metrics, reporting, and ITSM administration.Education and Certifications:Associate's degree in Computer Technology - Network Administration from Greenville Technical CollegeCertified in Cisco Routing/Network Configuration