Open to opportunities

Melinda Carmichael

@melindacarmichael

Message

Experienced IT professional with expertise in problem resolution and customer service.

United States

Message

What I'm looking for

Seeking a challenging role that leverages my technical and leadership skills to deliver high-quality results and exceed customer expectations.

Melinda Carmichael is a seasoned IT professional with a strong background in Service Desk Management, IT Asset Management, and Desktop Support Engineering. With over 10 years of experience in the industry, she has developed a unique blend of technical and leadership skills, with a proven track record of delivering high-quality results in fast-paced environments.

Her expertise includes IT service management, asset tracking, and technical support, with a strong focus on customer satisfaction and process improvement. She has worked with various organizations, including Wayne County Airport Authority, La-Z-Boy, and Midland Credit Management, and has a deep understanding of IT operations, resource management, and personnel management.

Melinda is a results-driven professional with excellent communication and problem-solving skills, with a strong ability to work effectively in teams and lead by example. She is committed to delivering exceptional results and exceeding customer expectations.

Experience

Work history, roles, and key accomplishments

Service Desk Manager

Wayne County Airport Authority

Mar 2023 - Nov 2024 (1 year 8 months)

Managed the Service Desk team, implemented asset tracking in ServiceNow, and provided technical support for network and applications. Developed training programs and ensured compliance with performance criteria.

ServiceNow Incident Management Team Management Technical Support Documentation Training

IT Operations Manager

Wayne County Airport Authority

Dec 2022 - Mar 2023 (3 months)

Oversaw IT operations, managed resources, and ensured SLA achievement. Conducted effective meetings and mentored team members while managing incident reports and operational tasks.

Resource Management SLA Management Team Leadership Reporting Communication Process Improvement Time Management

IT Asset Manager

La-Z-Boy

Jan 2022 - Sep 2022 (8 months)

Provided production support for IT asset data, managed incidents in ServiceNow, and participated in budgetary processes. Coordinated asset procurement and maintained accurate inventory.

IT Management ServiceNow Procurement Budgeting Documentation Change Management Inventory Management

Desktop Support Engineer II

Midland Credit Management

May 2018 - Jan 2022 (3 years 8 months)

Provided desktop support, managed hardware assets, and ensured compliance with security protocols. Developed IT strategies and facilitated new hire training.

Desktop Support Windows 10 SCCM Active Directory ServiceNow IT Compliance Training Incident Management Hardware

Supervisor Solution Center Technician

Children’s Healthcare of Atlanta

Mar 2011 - May 2018 (7 years 2 months)

Led Help Desk support for clinicians, managed ticketing systems, and trained new personnel. Liaised between technical and clinical teams to improve service quality.

Help Desk Support Ticketing Systems Customer Service Training Documentation Communication Problem Solving

Lead Help Desk Specialist

Bureau of Reclamation

Nov 2009 - Dec 2010 (1 year 1 month)

Provided help desk support, managed software procurement, and administered Blackberry accounts. Supported various government applications and ensured security access.

Help Desk Support Procurement Network Security Ticketing Systems Customer Support Remote Access