Supervisor, DH Desktop Operations Resume

SUMMARY

A results producing tier two/three technical support professional with a proven record of accomplishment in planning and leading comprehensive strategies in support of business goals and objectives.
An expert in streamlining technical processes, by utilizing in - house system solutions that save money and minimize system downtime.
A proven ability to analyze ticketing system metrics for trends and proactively take measures to prevent system outages.
Demonstrated success in developing consultative and long-term relationship-oriented approaches to working with customers.
Solid leadership skills; able to build and guide top-performing technical support and training teams.
Adept at communicating with management, vendors, and internal departments to coordinate accomplishment of overall company goals.

PROFESSIONAL EXPERIENCE

Supervisor, DH Desktop Operations

Confidential

Responsibilities:

Coordinated first ever whole team meetings for department focused on peer training.
Implemented Ticketing system policy resulting in 90% improvement of quarterly account audits.
Developed Quality Assurance program increasing customer overall satisfaction.
Utilized ticketed system onboard metrics to establish departmental goals and award incentive program for top producers.

Computer Tech Support Analyst

Confidential

Responsibilities:

Selected ahead of peers for lead position.
Provided dynamic computer database solutions that saved time, increased productivity and improved efficiency by automating and unifying various tracking and production reports.
Instrumental in conceptualizing, developing and implementing team training that expanded our scope to include software training and consultation. Greatly enhancing the company’s marketability to the customer.

CRM Software Trainer / Consultant

Confidential

Responsibilities:

Enhanced training contributions drove up target-market production over 50% through designing and launching new prospecting methodologies utilizing in-house systems.
Selected above peers as trainer for highly visible and mission essential locations outside primary realm of responsibility.
Provided dynamic computer training solutions that saved time, increased productivity and improved efficiency for by automating various production reports.