Robneith Dorestant

IT Service & Support Manager @ Space Coast Credit Union

About

I’m an IT Service & Support Manager at Space Coast Credit Union, focused on delivering reliable, secure, and customer-centered technology that enables teams to do their best work and supports exceptional member experiences.With a background in hands-on IT support and operations, I bring a practical, service-first approach to leadership. I’m passionate about building strong teams, improving processes, and ensuring technology is an enabler—not a barrier—to productivity and service excellence.In my current role, I lead service and support functions with an emphasis on:Operational reliability and incident managementContinuous improvement of end-user experienceCoaching, mentoring, and developing IT professionalsAligning IT service delivery with business and member needsI value accountability, clear communication, and collaboration, and I believe great IT leadership is rooted in trust, consistency, and a genuine commitment to helping others succeed.Always open to connecting with professionals who care about leadership, service excellence, and the evolving role of IT in supporting organizations.

Country

United States

City

Miami-Fort Lauderdale Area

Industry

Information Technology & Services

Skill

Customer Support, IT Management Software, Infrastructure Management, Remote User Support, Project Planning, Multitasking, Account Management, Project Management Office (PMO), Service Delivery Management, Supervisory Skills, Leadership, Program Management, Service Improvement, Analytical Skills, IT Operations, Continuous Improvement, IT Service Management, Technical Support, Disaster Recovery, System Administration

Experience

IT Service & Support Manager

Space Coast Credit Union

2026-3 - Present · 7 mos

Miramar, FL

• Collaborated with IT Operations leadership to define and enhance service offerings aligned with business needs. • Led endpoint management activities, including service desk, deskside support, and asset procurement. • Supervised and developed the IT Service and Support team, ensuring high-quality service delivery to end users.

Information Systems Technician II

Space Coast Credit Union

2023-11 - 2026-3 · 2 yrs 5 mos

Miramar, FL

• Provided tier 2 technical support for hardware, software, and network issues, ensuring minimal downtime. • Managed Active Directory and user account administration, enhancing system security and access efficiency. • Conducted root cause analysis for recurring technical issues, implementing long-term solutions to improve IT operations.

Service Delivery Manager

Compucom

2017-1 - 2023-6 · 6 yrs 6 mos

Miami-Fort Lauderdale Area

• Managed projects to resolve reliability issues and monitor service metrics, ensuring alignment with P&L targets. • Cultivated strong relationships with account management teams and clients to enhance satisfaction and compliance with SLAs. • Developed a user-friendly client access tool, minimizing escalation calls and improving customer satisfaction. • Oversaw the deployment of 1,400+ hardware installation sites, optimizing service delivery and support processes.

Technical Support Manager

Compucom

2015-12 - 2017-1 · 1 yr 2 mos

Miami-Fort Lauderdale Area

• Evaluated software and hardware requirements to enhance organizational efficiency. • Managed installation and maintenance of IT systems, ensuring optimal functionality. • Streamlined technical support operations, delivering user-friendly assistance to end users. • Monitored IT trends, advising senior management on potential impacts of updates.

Desktop Support Manager

Royal Caribbean International

2011-2 - 2015-12 · 4 yrs 11 mos

Miramar, Fl

• Supervised a tech support team, managing training, shift scheduling, and performance evaluations. • Provided end-user support across multiple platforms, including Windows XP, Windows 7, Mac OS X, and Ubuntu Linux. • Achieved over 90% customer satisfaction for SLA response through effective team leadership. • Led troubleshooting for over 3000 desktop and laptop computers, ensuring adherence to company policies.

Desktop Support Analyst

Royal Caribbean International

2002-1 - 2011-2 · 9 yrs 2 mos

Miramar, Florida

• Delivered technical support to over 3000 employees, ensuring optimal functionality of desktop systems and network infrastructure. • Closed most support tickets within SLA while maintaining exceptional customer satisfaction levels. • Recommended hardware and software solutions to enhance operational efficiency and technology infrastructure. • Implemented password policies to safeguard data integrity within the desktop environment.