We provide IT Staff Augmentation Services!

Delete This

WORK EXPERIENCE

Confidential

  • Remedy, ServiceNow, and Crystal Reports development/analysis
  • Metrics Manager - SLA reporting, daily, weekly, and monthly
  • Liaison between metrics team and reports development team
  • Compiled metrics reports, Drafted Service Level Agreements, and Operations Level Agreements
  • Participate in projects related to metrics standardization, forecasting, benchmarking and new or transitioning business

Confidential

  • Compilation and reporting of Global Service Center metrics and SLAs using web queries, Access database queries, Excel imports, pivot charts, graphs , and telephony tools
  • Global Level 0 Call Avoidance Lead producing charts, graphs, trending analysis and reporting
  • Global Level 2 Lead providing metrics analysis capturing second level telephony and problem management performance
  • 7x24 LAN Server Support for multi-client environment
  • Support Lead for Client Account
  • Installed, configured, and maintained Desktop workstations
  • Built, supported, maintained, and backed up Wintel Servers
  • 2nd and 3rd Level Technical Support Analyst
  • Primary Support for Pilot Group of Home Users
  • Scripted Knowledge Transfer for Helpdesk on Service Engagement Team
  • Simultaneously Improved First Call Resolution, Improved Lotus Notes problem resolution, and Improved After-hours call resolution using Six Sigma methodology
  • Led Service Engagement Team for transition of Helpdesk for BAE Systems and BHP Chile
  • Tier 2 Support/Lead, DuPont Pharmaceuticals R D VIP Support 7x24 sole responsibility , and provided Tier 1, 2, and 3 support

Hire Now