Emani Fillyow

Senior Desktop Support Team Lead

Professional Overview

Emani Fillyow is a seasoned IT professional with over 7 years of experience in desktop support and service desk management. As the Senior Desktop Support Team Lead at Apple Bank, he oversees a team of technicians responsible for providing end-to-end IT support to a large, diverse client base. Emani's expertise spans hardware and software troubleshooting, network administration, and project management, making him a valuable asset to his organization.

Experience Summary

Current Role

As the Senior Desktop Support Team Lead at Apple Bank, Emani is responsible for leading a team of desktop support technicians, ensuring efficient and effective IT service delivery. He oversees the implementation of innovative support strategies, streamlines processes, and drives continuous improvement to enhance the user experience. Emani's leadership has led to a significant reduction in support ticket resolution times, improved client satisfaction, and increased team productivity.

Career Progression

Prior to his current role, Emani held positions as a Senior Service Desk Specialist at Apple Bank and a Deskside Support Technician at WilmerHale. In these roles, he honed his technical skills, customer service expertise, and problem-solving abilities, while also gaining experience in team management and project coordination. Emani's diverse background, combined with his strong interpersonal skills, has positioned him as a well-rounded and highly versatile IT professional.

Academic Background

Emani holds a Bachelor of Science degree in Information Technology from the University of New York, where he graduated with honors. His academic achievements, combined with his extensive hands-on experience, have equipped him with a deep understanding of the latest IT trends, best practices, and technological innovations.

Areas of Expertise

• Desktop and hardware support

• Network administration and troubleshooting

• Software installation and configuration

• Project management and process improvement

• Team leadership and training

• Customer service and client relationship management

Professional Impact

Throughout his career, Emani has made significant contributions to the organizations he has served. As the Senior Service Desk Specialist at Apple Bank, he successfully implemented a new ticketing system, resulting in a 25% reduction in response times and a 15% increase in first-call resolution rates. In his role as Deskside Support Technician at WilmerHale, Emani led a project to standardize and automate the firm's desktop imaging process, leading to a 30% decrease in deployment time and a 20% reduction in IT support requests.

Conclusion

Emani Fillyow is a highly skilled and versatile IT professional with a proven track record of delivering exceptional service and driving organizational efficiency. As the Senior Desktop Support Team Lead at Apple Bank, he continues to leverage his technical expertise, leadership abilities, and customer-centric approach to elevate the IT support function and contribute to the overall success of the organization.