Senior Customer Service Helpdesk Manager

• Determined, confident and decisive Helpdesk/Customer Service Manager has more than 14 years of experience in Service Desk and Desktop Support Management through the extensive use of ITIL methodology. Customer-focused executive is actively seeking a challenging senior leadership role as the director or manager of a high volume customer service/helpdesk operation or department, ideally with a dynamic and progressive industry leader. Results-driven professional demonstrates a verifiable record of success in developing and successfully implementing solutions to significantly improve processes and advance staff morale and performance with competitive recognition programs. Diligent Avaya Telecommunications Specialist excels in establishing key relationships with internal and external customers, while providing quality support for technical, product or order concerns/issues. Resourceful candidate demonstrates strengths in ITIL processes, project management, analysis, forecasting, data-driven decision making, communication, and problem solving. Acquired expert knowledge of current server, desktop and laptop hardware systems network and desktop operating systems, video conferencing, and software applications and utilities thrives in demanding team environments and excels under pressure.
• Call Volume Analysis Monitoring
• Team Building, Training Motivation
• Best Practice Forecasting Scheduling
• Exceptional Customer Service Abilities
• Detail-Oriented/ Creative Problem Solver

Technical / Core Competencies

Service Now ITSM Suite / ITIL v3 Advanced Certifications / Bomgar Remote Support Tool / Microsoft Office Suite / Mobile devices including tablet pc's, Ipads, Iphones, Blackberry's, Android Devices / Support of multiple hardware platforms: Dell, HP, MAC / Active Directory / Microsoft Lync / Cisco VPN and IP Phones / Avaya Call Center Management System / Service Design, Delivery, Implementation and Support / Organizational Development and Leadership / Continuous Process Improvements / Strategic Development and Execution / Vendor Management.

Professional Experience

Confidential

• Reduced call abandonment rate from 26 down to 10 , as well as average hold time from 16 minutes down to 6 minutes.
• Developed processes to reduce incident resolution time from 4 hours down to less than 2 hours.
• Increased first call resolution from 36 up to 81 .
• Strategically augmented staff to help increase service desk volume by 30 without increasing operational costs.
• Increased service desk employee satisfaction by over 50 .
• Reduced the cost of asset tagging by 80 by transitioning the process in-house.
• Developed and implemented a successful walk up service desk modeled after the Apple Genius Bar.
• Oversee a staff of 30 service desk technicians including 6 Team Lead Supervisors who handle approximately 450 incidents per day supporting over 6000 users including students, faculty, staff and clinics in New York City as well as the Weill Cornell campus in Asia.
• Create, manage and evaluate the performance of the Service Desk as well as the individual technicians based upon several metrics including abandonment rate, first call resolution, average call duration, incident re-open rate, calls received versus calls logged, agent utility rate and customer satisfaction rate.
• Ensure that the service desk technicians have the proper tools and training to support Service Now ITSM tool, Outlook 2010/2011, Sharepoint, Cisco VPN, Avaya VOIP phones, WebEx conferencing, Microsoft Office Suite, AV equipment, Windows Operating Systems , MAC IOS, printers, scanners, blackberry's, Iphones, Ipads, Surface tablets, PC and Mac laptops, wired and wireless connectivity, cable patching, network connectivity diagnostics, firewall configuration, crystal reports, Avaya CMS, Mobile Iron, JAMF Mac Management, PGP Disk Encryption and the asset management system.
• Created more value to our customers by purchasing a mobile device charging station available to the entire Weill Cornell Community free of charge.
• Manage and participate in departmental projects.
• Played a major role in the adoption of the ITIL framework and implementation.
• Establish goals for the service desk as well as the individual technicians based on industry averages.
• Served as a key contributor to the Service Now development and implementation including incident, problem, knowledge and self-service modules based on ITIL framework.
• Conduct weekly one on one's with technicians to review ticket quality and effectiveness.
• Help create and maintain the service desk knowledge base focused on Knowledge Centered Support principles.
• Conduct bi-weekly team meetings to ensure that the service desk remains on track with proposed goals and initiatives.
• Meet with other department managers monthly to discuss the effectiveness of the service desk and to define areas for improvement.
• Served as the Service Now trainer for the entire IT department.
• Played a key role in the development of our change management process as well as serving as an active member of the change advisory board all established using the ITIL framework.
• Major contributor to the development of our process for onboarding and supporting new services based on ITIL framework.
• Achieve the Help Desk Institute Team Certification Award for 2013 by getting more than 80 of the service desk HDI certified within one year.
• Currently serve as the Help Desk Institute brand ambassador for Weill Cornell Medical Center.
• Designed, track and present key performance indicators and metrics reports for upper management on a monthly basis including trending and forecasting reports using Service Now ITSM tool as well as the AVAYA CMS reporting.
• Responsible for managing the Service Desk training budget of approximately 220,000.

Confidential

Helpdesk/Customer Service Manager/Telecommunications Manager,

• Oversaw the performance and activities of 12 Helpdesk Technicians responsible for providing level 1, 2 and 3 technical support to over 600 worldwide company employees throughout multiple locations including the New Jersey, South Carolina and Manila Philippines.
• Responsible for the successful support of Desktop PC's, laptops, Iphones, printers, scanners, Microsoft Office Suite, Sharepoint, IBM AS400, Crystal Reports, BMC Remedy ITSM Suite, AV equipment, wired and wireless connectivity, firewall configuration, DameWare remote software, Cisco VPN, Avaya VOIP phones, Avaya CMS software, DocuShare system, FedEx shipping software, Asset tracking, new equipment deployment and old equipment retirement and disposal.
• Ensured that all Helpdesk Service Level Agreements are met, quick and effective Customer Support is delivered and all hardware and software issues are resolved on a timely basis.
• Conducted weekly one of one's with technicians to discuss performance, goals, areas for improvements and any suggestions and ideas that they may have.
• Developed and maintained the knowledge base using Sharepoint.
• Acted as the liaison between the software developers and the end users scheduled and performed IT hardware and software audits provided hardware/software upgrades and installations as needed.
• Installed, managed, monitored, upgraded, and repaired all hardware devices on the AS400 network and grant security access to users on the network as needed.
• Assumed responsibility for recruiting, hiring and training new helpdesk employees developed and maintained all new employee training procedures.
• Recommended, purchased, and implemented new technology and software managed all hardware inventory across all different offices.
• Performed daily backups of the Microsoft Network, the AS400 Network and the PBX System created, reviewed and analyzed monthly helpdesk metrics reports.
• Developed and maintained help desk procedures as well as the helpdesk knowledge base performed monthly performance reviews for all technicians.
• Prepared and reviewed helpdesk budgets managed monthly to comply with company goals and objectives drafted, negotiated and oversaw the implementation of contracts with outside vendors.
• Administered the entire internal Avaya Phone System managed the daily routing of all company owned 800 numbers globally through the use of AT T Route-It Software.
• Monitored the company's daily phone usage through the use of Avaya Call Management System software and MicroCall software.

Confidential

Helpdesk Manager/Field Service Manager/Technician,

• Managed a group of 11 Field Service IT Technicians assumed responsibility for communicating concerns between customers and technical personnel.
• Provided field support representatives technical assistance, as assigned, for the installation, maintenance, and modification of designated equipment.
• Generated and submitted timely and prompt reports, including suggestions to either improve operating procedures or to control costs.
• Participated or provided assistance in site preparation activities supported less experienced Customer Service personnel on difficult machine problems, parts replacement and diagnostic techniques.
• Recommended programs to, assisted and/or instructed other Customer Service personnel to increase technical ability and proficiency.
• Installed machines, and implemented engineering changes and sales changes on assigned equipment types.
• Devised and implemented maintenance programs that optimize machine performance and minimize unavailability and data loss.
• Identified machine problems in minimal time and performed repairs using diagnostic aids, tools, test equipment, technical bulletins, and other available reference material.
• Conducted IT hardware and software audits recruited, interviewed, hired and trained new technicians.

Confidential

Helpdesk Manager/Technical Call Center Analyst,

• Oversaw a team of 30 helpdesk technicians across 2 different sites responsible for providing Tier 1 and Tier 2 support for local and remote end-users while maintaining the highest level of customer service.
• Provided the US Pharmaceutical Sales Team consisting of over 5,000 users technical support in the migration process from RemoteWare to 1-Link.
• Succeeded in resolving a user error during the migration process from RemoteWare to OneLink through editing string values using the Windows 95 Registry Editor.
• Generated and prioritized problem tickets using Tivoli Problem Management Software resolved an average of 10 technical issues hourly through applying technical, analytical and customer service skills.
• Conducted IT hardware and software audits to ensure the integrity of data and systems maintained the Lotus Notes Database for sharing, evaluating and resolving technical problems.
• Provided significant inputs and suggestions for improving overall customer support within the organization, in close collaboration with senior management.
• Performed troubleshooting on IBM ThinkPads, Dell, HP and AST Ascentia laptops reinitialized access to AS400 servers, printers and applications managed access to network resources using NW Admin.
• Recruited, interviewed, hired and trained new employees performed monthly performance reviews for all helpdesk technicians communicated concerns between the technical team and the end users.
• Monitored daily helpdesk activity to ensure all Service Level Agreements were met, and all technical issues were resolved in a timely manner.
• Prepared and reviewed comprehensive helpdesk budgets managed all hardware inventories across all different offices.

Confidential

Technical Sales Manager/Technical Recruiter,

• Pre-screened, selected and recruited IT Professionals through accessing various internet-based search tools and databases.
• Contacted new and existing clients to offer methods of increasing overall productivity using the company's comprehensive project management and consulting services.
• Worked closely with clients to improve their organizations overall productivity and bottom line contracted and managed a group of five consultants located within the US.
• Performed performance reviews every 6 months for all consultants based on feedback provided by their immediate supervisors.