Sonu Singh
Phoenix,AZ
Summary
Results-driven IT Leader with 7+ years of experience overseeing and managing helpdesk teams for high-profile call center campaigns, including Hulu, Sprint, T-Mobile, and the State of Arizona DES Call Center. Expertise in IT operations, team leadership, and optimizing helpdesk support to improve efficiency and user experience. Proficient in Microsoft Administration, Cisco Unified Contact Center Express (CUCX), Active Directory management, Webex Administration, and Calabrio Workforce Management. Skilled at enhancing team performance, streamlining workflows, and delivering effective IT solutions in dynamic, fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Manager
Valor Global
12.2020 - 02.2025
- Led a high-performing IT helpdesk team supporting major call center campaigns, including Hulu, Sprint, T-Mobile, and the State of Arizona DES Call Center.
- Improved helpdesk efficiency by reducing average ticket resolution time by 15% through workflow optimization and targeted training programs.
- Oversaw Microsoft Administration tasks, including user account management, permissions, and software deployments.
- Managed Cisco CUCX systems, ensuring seamless call routing, IVR functionality, and agent productivity.
- Administered Active Directory environments to enhance user authentication, access control, and data security.
- Implemented IT solutions that aligned with state compliance requirements for the DES Call Center campaign.
- Configured and maintained Webex systems to support virtual communication and collaboration.
- Leveraged Calabrio tools for workforce scheduling, performance analytics, and campaign coverage optimization.
- Mentored and developed helpdesk staff, fostering professional growth and strengthening team performance.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
General Manager
Arco AmPm
01.2005 - 12.2024
- Oversaw daily operations, including inventory management, staffing, and customer service, ensuring smooth and efficient store performance
- Managed budgeting, sales forecasting, and cost control to maximize profitability and reduce operational expenses
- Hired, trained, and supervised employees, fostering a high-performance team and maintaining compliance with company policies
- Ensured adherence to safety, health, and environmental regulations, including fuel handling and store cleanliness
- Developed and implemented marketing strategies and promotions to drive customer traffic and increase sales
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Education
Associate of Applied Science - Computer Science
Mesa Community College
Mesa,AZSkills
- IT Team Leadership
- Microsoft Systems Administration
- Proficient in Cisco CUCX
- Active Directory Administration
- Webex Administration
- Calabrio Workforce Management
- Helpdesk Operations
- Stakeholder Collaboration
- Incident management
- Talkdesk Proficiency
- Genesys Platform Expertise
- Escalation management
- Service level management
- Zendesk
- Conflict Resolution
- Problem-solving
Certification
- Google IT Support Professional Certificate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
Timeline
Service Desk Manager
Valor Global
12.2020 - 02.2025
General Manager
Arco AmPm
01.2005 - 12.2024
- Google IT Support Professional Certificate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
Associate of Applied Science - Computer Science
Mesa Community College
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