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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