Desiree Wilhelm

Throughout my career, I have consistently transitioned from front-line support to Subject Matter Expert (SME) roles by identifying and solving root-cause issues. My technical contributions extend beyond standard ticket resolution; I have experience engineering custom workflows in ServiceNow, designing division-specific software deployment processes using SCCM, and conducting User Acceptance Testing (UAT) to ensure system upgrades meet rigorous operational standards. My goal is always to bridge the gap between technical infrastructure and the end-user experience. My background is complemented by a "lead-from-the-front" mentality established during my service in the U.S. Navy. This foundation allows me to remain calm and effective in high-pressure environments that require rapid triage and precise technical resolution. My core competencies include: ● Endpoint & Lifecycle Management: Expert-level support for Windows, macOS, iOS, and Android environments. ● Infrastructure & Administration: Hands-on experience with Azure, Active Directory, MFA, and CCaaS platforms such as Talkdesk. ● Knowledge Leadership: Authoring KCS-aligned documentation and Standard Operating Procedures (SOPs) that empower users and reduce team escalation rates. Whether I am troubleshooting a critical system failure, mentoring a team of Tier 1 agents, or optimizing a service management platform, I am committed to improving system efficiency and user self-sufficiency. I am eager to bring this same level of technical rigor and leadership to the team.