PROFESSIONAL SUMMARY

Customer Service Professional highly skilled in call center management, training, recruiting, and service solutions. Dedicated and self sufficient team member who provides exceptional support through active listening and problem solving. 

EXPERIENCE

IT Service Center Supervisor

Confidential 

Responsibilities:

• Supervise the quality and performance of 30 Service Center agents and manage the technical support of the Service Center hardware.  Ensure confidential's are met daily with an average of 110+ incoming communications via phone, chat and email.  Mentor and coach to assist in skill set performance improvements.  Perform quality audits on tickets and customer survey feedback to increase agent performance in quality of service, case details and escalation proficiency.  Provide root cause analysis and resolution trends related to first call resolution, call type, source type and reported issues utilizing Cisco Unified Intelligence Center reporting tools.  Perform QA on agent calls, chats and emails utilizing Cisco Unified Workforce Optimization. Initiate and distribute disciplinary actions, reviews and timesheet reviews and approvals. Monitor work force management as required. 

IT Consultant Web Page Administrator

Confidential

Responsibilities:

• Managed church web page, including updates to monthly calendar, announcements and events. Administered updates and troubleshooting hardware and software applications for church and members when requested.

Operations Manager IT Service Desk

Confidential 

Responsibilities:

• Managed the quality and performance of 65 Service Desk analysts and specialty groups.  Ensured confidential's were met daily with an average of 800+ incoming communications.  Mentored, coached, and trained to enhance the career developmental skills.  Performed quality audits on tickets, customer interactions, proficiency level and call volume statistics to collect metrics in order to maximize the efficiency, quality of service, and performance.  Supplied root cause analysis and resolutions from KPI data and trends including First Call Resolution.  Managed policies and procedures on ITSM (Remedy) service and incident tickets ensuring proper ticket handling and annotations.  Performed performance reviews, disciplinary actions and, timesheet approvals.  Conducted interviews and initiated in/out processing of new hires and separations.

Accounts Management Team Lead IT Service Desk

Confidential 

Responsibilities:

• Assisted with analyzing and resolving end - user account related issues and customer support.  Maintained security groups, permissions to mailboxes, Admin Rights to workstations, and controlling access.  Executed RSA batch authentications.  Reset account passwords, removed and added workstations on the domain.  Conducted and coordinated staff meetings as required, including assigning special projects; obtaining and setting deadline goals.

Senior System Engineer IT Helpdesk

Confidential 

• Backup support to Team Lead for Accounts Management Team.  Reviewed, researched, responded and, resolved end-user account requests and issues.  Created/deleted and troubleshot RSA Authentication Management accounts.  Ensured  Confidential security policies and procedures were disseminated to the end-users.  Distributed and recycled SecurID FOB's and accounts.  Assisted Service Desk Tier I/II technicians with end-user /client support.  Created/modified/revoked PKI certificates.  Assisted Confidential CIO with ITIL Road Map Industry Standards to prepare the Service Desk to utilize ITIL best practices; contributing and participating in Incident Management meetings.  Assisted in organizing deadlines for special projects.

Senior System Engineer IT Helpdesk

Confidential 

Responsibilities:

• Created, modified and deleted end-user NT and server application accounts.  Issued FOB's and assisted the customer with the instructional process of accessing VPN using the SecurID (FOB).  Evaluated new Tier I technicians on level of proficiency.  Trained Tier I/Tier II technicians on quality, customer service improvement and techniques.  Assisted in Tier I troubleshooting hardware, software, network printers and drive mappings and network related problems.  Reviewed and dispatched tickets to support teams and groups.  Generated daily reports for Asset Management utilizing Crystal Reports.

Principle Technical Support Specialist IT Helpdesk

Confidential

• Compiled, researched and resolved technical issues related to COTS and proprietary software, hardware, local/network printers, and drive mappings and network related problems.  Installed/uninstalled software applications, removed ad-ware and viruses, configured and, reconfigured network settings.  Reset account passwords, removed and added workstations from the network utilizing MS Active Directory.  Supported and resolved various work at home connectivity related issues with VM, VPN, Citrix client and RDC.  Utilized Avocent DSView3, VMware Infrastructure Client, OSP and Knowledge Base (KPAK).

IT Assistant Lead Computer Operator

Confidential

• Organized IT Data Center projects and completion.  Developed and revised computer room operation procedures, documents, and forms as needed.  Led on-site customer support and new employee training on IT operations, telecommunications hardware and software equipment.  Provided service support to all department levels with all issues related to daily operations to staff of 3,000.  Primary contact for troubleshooting on-site telecommunication equipment including but not limited to all software modifications.  Key POC for tracing, toning, punching down, rewiring, cabling and re-cabling on (MDF- Main Distribution Frame) that included creating new wiring cables and base cords for CAT3 & CAT5.  Maintained and printed reports.  Provided backup support monitoring and maintaining system applications using, CA-7 and CA-11 IBM Mainframe/MVS OS.  Accountable for setting up station terminal networks for yearly inventory audit processing.  Delivered technical support on issues related, but not limited to printers, terminals, controllers, phones, software, and hardware, and passwords.  Executed preventive maintenance on all Inline and Continuous feed printers.  Initiated contact and follow-up maintenance on warehouse and data center hardware equipment.