Trevor R.

Service Desk Shift Supervisor @ CMIT Solutions of Boston | Cambridge

About

I am passionate about continuous learning, adapting quickly, and helping teams succeed. I thrive at the intersection of people and technology, whether it is improving processes, supporting colleagues, or solving complex problems. I am driven by creating clarity, strengthening team workflows, and delivering an excellent experience for both the clients and internal users. As I have grown from Service Desk I to Service Desk Shift Supervisor, I have learned that the most impactful solutions combine technical knowledge, empathy, and great communication. I am always looking for opportunities to streamline operations, coach others, and build systems and procedures that make IT support more effective and scalable.

Country

United States

City

Cambridge

Industry

Computer Software

Skill

Data Visualization, Time Management, User Provisioning, Wireless Networking, Hardware Diagnostics, Autotask, Agentic Automation, Agentic AI Development, IT Process Automation, Project Management, ITIL Process Implementation, Conflict Resolution, IT Business Analysis, Datto Backup, IT Operations, Backup & Recovery Systems, Office 365, Microsoft Azure, Financial Analysis, Salesforce.com Administration

Experience

Service Desk Shift Supervisor

CMIT Solutions of Boston | Cambridge

2025-12 - Present · 10 mos

Boston, MA

- Lead Daily Operations of the Service Desk team, ensuring SLA compliance and high quality customer experience. - Manage scheduling, escalations and performance reviews for Technicians. - Improve and lead the IT ops team to improve IT processes, documentation, and reporting workflows. - Partner with Clients and stakeholders to address priorities and align service delivery with industry standard. - Train new Technicians and interns, Mentor team members for skill development and internal mobility.

Service Desk Engineer II

CMIT Solutions of Boston | Cambridge

2024-10 - 2025-12 · 1 yr 3 mos

Boston, MA

- Handled Complex escalations including software issues, workstation builds, and network troubleshooting. - Led Client meetings and served as on-site primary contact for the largest client we support. - Created Detailed internal documentation to streamline IT processes and reduce time for technician onboarding - Improved reporting accuracy using tools like Brightgauge, Power Automate and Rewst AI. - Supported junior technicians and contributed to team knowledge sharing.

Service Desk Engineer I

CMIT Solutions of Boston | Cambridge

2022-2 - 2024-10 · 2 yrs 9 mos

Boston, MA

- Provided frontline technical support for end users via phone email and remote tools. - Resolved Hardware/Software issues, password resets, device configuration, account setup and ticket triage. - Maintained consistent SLA performance and Excellent customer satisfaction. - Logged and documented work thoroughly to support cross functional team collaboration. - Learned key IT systems, developed troubleshooting proficiency, and built foundational customer service skills.

Caddie

The Patterson Club

2019-5 - 2024-8 · 5 yrs 4 mos

Fairfield County, Connecticut, United States

Provided first-hand knowledge of the course to enhance the players' game of golf by giving yardages, reading greens, understanding wind direction, and where to hit the ball. Recognized by members and management for strong interpersonal skills and frequently entrusted to assist top members and guests.