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Jose Tobio

@josetobio

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Help Desk Team Lead at Verizon Wireless who directed 12 technicians and reduced call wait times by 66% at JP Morgan.

United States

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At Verizon Wireless, I directed a team of 12 technicians, monitored call queues, and provided real-time guidance on complex hardware, software, and remote access issues. I managed high-priority escalations and maintained incident documentation in ServiceNow.

At JP Morgan, I led and mentored a Help Desk team of 15 analysts and reduced average call wait times by 66% through staff coaching and workflow improvements. My experience also includes technical support and incident management at Bristol-Myers Squibb, First Republic Bank, and other organizations.

Experience

Work history, roles, and key accomplishments

Support Desk Team Lead

Verizon Wireless

Apr 2016 - Feb 2026 (9 years 10 months)

Directed a team of 12 technicians, providing real-time technical guidance and managing high-priority escalations. Served as Acting Manager during leadership absences to maintain service continuity.

ServiceNow SLA Compliance Team Leadership Escalation Management Technical Support Remote Access

Help Desk Analyst

Sharp Decisions/Volt/EmblemHealth

Apr 2014 - Feb 2016 (1 year 10 months)

Resolved hardware and software issues for internal staff, documenting interactions in ServiceNow. Managed ticket lifecycle and provided remote connectivity support.

ServiceNow Active Directory Microsoft Office VPN Troubleshooting Incident Management

Help Desk Analyst

First Republic Bank

Oct 2011 - Jan 2014 (2 years 3 months)

Resolved hardware and software issues for internal staff, documenting interactions in ServiceNow. Managed ticket lifecycle and provided remote connectivity support.

ServiceNow Active Directory Microsoft Office VPN Troubleshooting Incident Management

Customer Service Representative, Retail Sales

Verizon Wireless

Mar 2009 - Oct 2011 (2 years 7 months)

Diagnosed and resolved hardware and communication issues for devices, managing replacement and setup. Provided technical training and maintained on-site display systems.

Technical Support hardware troubleshooting User Training Account Administration Mentorship

Systems Analyst

Bristol-Myers Squibb

Mar 2004 - Dec 2008 (4 years 9 months)

Provided comprehensive phone and remote support for internal users, focusing on Microsoft Office optimization. Managed incident lifecycle in Remedy and performed system monitoring.

Remedy Active Directory Microsoft Office System Monitoring Troubleshooting Remote Support

Help Desk Analyst

Spherion

Sep 2003 - Feb 2004 (5 months)

Provided comprehensive phone and remote support for internal users, focusing on Microsoft Office optimization. Managed incident lifecycle in Remedy and performed system monitoring.

Remedy Active Directory Microsoft Office System Monitoring Troubleshooting Remote Support

Shift Supervisor, Help Desk

JP Morgan

Feb 1998 - Feb 2003 (5 years)

Led and mentored a Help Desk team of 15 analysts, overseeing daily operations. Engineered a 66% reduction in call wait times and developed performance metrics for management.

Team Leadership Mainframe PC LAN Support Performance Metrics Coaching Workflow Optimization