JoAnn Jensen is a senior level IT manager with over 17 years of experience managing end user support services and desktop engineering teams. She has a proven track record of improving customer service metrics, developing IT policies and standards, and leading teams to success. Her resume outlines her professional experience managing support teams at DentaQuest and other organizations, as well as her education and technical skills in areas such as Windows, Microsoft Office, ITIL processes, and help desk software.

1. JoAnn Jensen
Mobile (262)389-7769 -- 1011 6TH Street, Grafton, Wisconsin 53204—jaykayjensen@hotmail.com
PROFILE
A performance oriented Senior Level Manager with 17+ years’ experience, offering a unique balance of technology
skills, business acumen, leadership and personnel management. Proven track record for defining, building and
optimizing best-in-class customer support technologies and processes. Demonstrated history of team building, gaining
the most from IT resources while delivering business requirements and solving business problems with services and
technologies.
End User Services Strategy & Execution - define visions/plans at the global/enterprise level, define and source the
right IT solutions to support business objectives, build and deploy cost-effective and scalable solutions that support
business growth
IT Governance – strong foundational knowledge for interfacing to areas that must comply with ITIL processes and
HIPPA requirements
Business Relationship Management – demonstrated ability to align IT with Business through consolidation,
standardization and communication
Vendor Relations – significant achievement of building strong relationships with the right vendors to reduce costs,
improve customer-facing services, and support strategic goals
Leadership & Talent Development - exceptional ability to attract and lead top IT talent, inspire excellence, and
create team cultures based on performance and innovation
PROFESSIONAL EXPERIENCE
DentaQuest – Mequon, WI Apr. 2011 – Present
Manager – End User Support Services
Accomplishments:
· Successfully reorganized several internal help desks team to include desktop engineering, security
administration and desk side services under one umbrella
o 15 staff members nationwide
· First contact for Executive Leadership for all support services
· Improved Service Metrics:
o First call resolution from <40% to 85% in 9 months
o Problem resolution from >5 working days to <2 working days
o Request by due date from >30 days overdue to 95% meeting due dates or before due date
· Team exceeding internal Service Level Agreement goals
· Improved Customer Service satisfaction by 60%
· Developed a technical knowledge base to support 3 Tiers of support resources for technical problem
resolution
· Instrumental in the development of standards and procedures for operational support of >1600 end
users
· Centralized Security Administration as a team
o Created process and policies adopted enterprise wide
· Maintained HIPPA policies and processes for desktop support
· Implemented ITIL process and procedures for Incident, Problem and Change Management
· Team Leader for standardization of desktop technology packages and procurement process
· Team member for the Co-Location of 3 data centers
Supervisor – Desktop Engineering Apr. 2007-2011
· Responsible for team of 5 engineers
· Create and maintain asset inventory process for all desktop assets
· Direct support for Tier 2 desk side services for >1000 customers

2. JoAnn Jensen
Mobile (262)389-7769 -- 1011 6TH Street, Grafton, Wisconsin 53204—jaykayjensen@hotmail.com
· Responsible for employee appraisal process for each team member
· Direct support for Executive Leadership
· Member of IT Standards Committee
Help Desk Lead – Internal Help Desk Apr. 2006-2009
Help Desk Analyst III Jan. 2005- Jan. 2006
Wonderbox Technologies Mar. 2002 – Jan. 2005
Help Desk Analyst III
Accomplishments:
· Sole support for multiple companies
· Developed comprehensive library of end user support documentation
· Successful completion of disk imaging project
· Establish process for procurement of desk top equipment
Sentry Insurance July 2000- Jan. 2002
Systems Analyst
Accomplishments:
· Responsible for rollout of all IT applications and desktop equipment
· Transitioned company from Lotus to Microsoft Office
TECHNOLOGY SKILLS
Operating Systems: Windows, Mac OS/X, Android, Apple IOS
Desktop Hardware: HP, Dell
Microsoft Protocols: Microsoft Office 2007, 2010, 2013
Support Platforms: Altiris, Remedy, Service Now
Call Center Reporting: ServiceNow, CenterVu Supervisor,
Knowledge Management: Share Point
EDUCATION
Mid-State Technical College, Stevens Point, WI
Associates Degree, Computer Information Systems
May 2000 GPA 4.0/4.0
TRAINING & CERTIFICATIONS
← ITIL v3 Foundations Certification – October, 2008
← Crystal Reports 11 Level 1– June, 2010
← Microsoft SharePoint 2007 Administration – October, 2009
← IT Project Performance – June, 2009
← Microsoft SharePoint Services 3.0 Level 2 – January, 2009
← Microsoft SharePoint Services 3.0 Level 1 – October, 2008
← HDI Support Center Manager Course 2007
PROFESSIONAL AFFILIATIONS
Help Desk Institute
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