1. LESLIE DIAZ
2459 Mason Ferry Dr #101, Herndon, VA 20171
Home: 703-793-9156 • Cell: 571-286-7879
lesliendiaz@gmail.com
Enthusiastic Service Desk Manager seeking to implement exceptional communication and organization skills, along with
creative solutions to any startup or business-focused company.Over 10 years evolving customer service to meet client,
employee, team, and company needs.
Troubleshooting proficiency
ServiceDesk
Accomplished with mobile devices
DHCP/DNS Ethernet and Firewall proficient
MS Office proficiency
Microsoft Exchange 2010
Microsoft Lync
ISA/Forefront UAG
Windows Server 2003
Networked applications
Call center management experience
Seasoned in conflict resolution
Courteous demeanor
Energetic work attitude
Inventory control
Customer service expert
Exceptional telephone etiquette
Staff development
Policy/program development
Staff training
Leadership
Promoted to Service Desk Manager in 2012
Served as key contributing member to Leadership team
Assisted 2 successful acquisition and the subsequent technology integration
People Management:
Raised Service Desk service standards and expectations
Empowered individual team members and group resulting in outstanding self and team assessment
Liaison between Executives, VP's, IT Director and staff.
11/2010 to Current
DELL
Herndon, VA
IT Project Manager Senior Analyst
Analyzed key metrics to measure product effectiveness. Troubleshot and resolved internet connectivity and general
software and hardware issues. Identified product problems and strengths and collected data on the customer experience.
Drafted user stories, use cases and functional specifications to support product development. Leveraged in-depth
understanding of end-to-end customer experience to identify pain points and latent customer needs. Collaborated with
the global team to resolve IT support cases.
NoVA, Fairfax, VA, USA
SUMMARY
HIGHLIGHTS
ACCOMPLISHMENTS
EXPERIENCE
EDUCATION