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Hi This is

Teresa Wohlwend

IT Support Manager

<

Hi Everyone!

Tech-savvy professional with rich experience in leading support teams, managing IT projects with meticulous attention to detail, and optimizing technical support operations. Proven success in amplifying service delivery, streamlining processes, and improving customer satisfaction. Proficient in problem-solving, to drive operational efficiency and achieve organizational goals. Refined communicator; offering leadership in escalated IT issue resolution with outstanding interpersonal, analytical, leadership, and problem-solving skills. Notable for implementing structured technical recruiting and aptitude assessment systems, significantly improving candidate selection and staff accountability. Dedicated to continuous professional development, with track record of fostering robust training programs and effective communication strategies during critical system outages.

  • Name Teresa Wohlwend
  • Age Experienced
  • Experience 16 Years
  • Country USA
  • Location Denver, CO.
  • e-mail reese@wohlwend.net
  • Phone + (01) 303-717-4364
  • Availability Available Now

What I do

Support Manager

Engaged in overseeing the day-to-day operations of the support team, running reports, one-on-ones, and ensuring customer service excellence.

Project Manager

Process to Plan, organize, implement, monitor, control and execute information technology projects. Achieve results at every project milestone until implemntaion and closure

Process Improvement

Identifying, analyzing to improving existing IT processes to optimize performance, and simply improve quality or best practice standards and the user experience for customers and end-users

Technical Support

Technical support, is a call center customer service to advise and assist customer with issues concerning their technical products. Monitoring the phone, chat and ticket QAs, KPIs, and SLAs are met or expectations are exceeded

  • Education

  • Master's Management and Leadership

    Western Governors University

    April 2016 - March 2017

    Study of Leadership and Management courses. Collaborative leadership engaging all team members. Identify the needs of others, enabling effective coaching, mentoring, and skill development.

  • Bachelor's IT Business Management

    Western Governors University

    September 2013 - January 2016

    Team leadership, operations management, communication, Agile project management, analytical techniques and strategies, technical networking and database concepts.

  • Paralegal Certificate - Rutgers University

    March 2019 - May 2020

    Paralegal training to assist trial lawyers, interview witnesses, investigate complex fact patterns, research the law and assist in preparing cases for litigation.

  • Experience

  • IT Support Manager - Colorado General Assembly.

    November 2022 - September 2024

    Manage break-fix and audio/visual technicians, as well as Virtual meeting coordinators. When the colorado legislature is in session we are responsibile for running zoom in 14 committee rooms as well as support all legislators, aides and all staff at the Capitol. During session we analyze, identify and document projects that will be completed during interim.

  • Support Manager/ProjectManager - InMotion Hosting

    May 2017 - April 2022

    Support manager of large support team. Managed multiple supervisors, one-on-ones, performance management, team building, project management.

  • Helpdesk Supervisor - Western Governors University

    Mar 2015 - Oct 2016

    Manage Helpdesk floor, calls, chats and ticket queue management. Analyze queue for trends as well as data to optimize support performance. Daily reports of daily KPIs and SLAs, Made process changes to improve team performance and customer satisfaction.

Contact Address

Denver, CO

reese@wohlwend.net

+ (01) 303 717 4364