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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLELINKEDIN LINK AVAILABLESummarySummaryIT Service Center professional with over 20 years experience. Strong background in data analysis as well as trending and reporting, history of achieving improved service, productivity, cost saving, troubleshooting, and enhancing system functionality. Strong leader with an excellent reputation for meticulous work performance, operating efficiently and productively in a fast-paced, multi-project business environment demonstrating the ability to work effectively with individuals at all levels in all areas.Areas of expertise include: Managing Contact Center Operations Employee Training\Monitoring Improve Operating Environments Reporting and Trending Forecasting for Quarterly Trends Customer Satisfaction Testing of Systems Releases New Applications System Enhancement Voice and Data System ImplementationsExperienceHelp Desk LeadOdysseyReHelp Desk Lead Roles & Responsibilities Technical Escalations: Serve as a technical escalation point for L1/L2/ Randstad Supervisory staff/ Help Desk technicians. Page 1 of 9 Communicate with L1 staff daily to ensure service levels are maintained and blockers are raised and addressed accordingly Provide Executive/Admin white glove support Builds relationship with Exec/Admin. Have bi-weekly check-ins. ServiceNow queue management and reporting on metrics and trends (Daily/Weekly/Monthly) and KPIs for Help Desk. (Aged tickets, 3-day untouched, FCR, ASA, etc.). Identify opportunities for automation i.e., account creations/ documentation creation, assist development of system to address these opportunities.Candidate's Name - page 1 Provide exceptional customer service and detailed support, transparent communication end to end. i.e., proactively open a ticket for the user, warm transfer or escalation if needed. Meeting weekly or more with Help Desk Manager to ensure transparent and synchronous communication on day-to-day challenges, as well as reviewing any current Executive issues. Review staffing schedules weekly to ensure full coverage as per the on-call schedule. Contingency for techs that are OOO for various reasons. Communicate any changes to team and update of escalation tree. Help Desk Lead will reassign tickets accordingly for continuous work to ensure no drop off in service. Meet with Help Desk Manager and other NetTech teams for collaboration on info sharing, solutioning, escalations, blockers or project work regarding L1/L2 Establish best practices through the end-to-end technical support process and enforce IT standards for HW/SW/Policy & Procedure while communicating effectively to L1/L2 and end users utilizing all available tools i.e. phone, teams, e-mail, etc.Lead AnalystStrykerResponsible for managing and providing assurance that IS Suppliers are delivering to their contractual commitments. This resource will work with Service Delivery Managers, Suppliers, Procurement, Finance and Legal throughout the entire relationship with a supplier who is performing run/support or build activities. Facilitates and maintains relationships between Suppliers and internal resources, including IS stakeholders and executive leadership. Page 2 of 9 Responsible for ensuring compliance to commitments, deliverables, obligations and SLA agreed to in contracts. Responsible for executing the end-to-end Performance Management Framework to enable end-to-end SLA reporting over several providers and contracts. Defines and maintains KPIs and SLAs and monitors the Service delivery against the agreed targets. Reviews, validates and approves Service Level Calculations and Reports from Providers including periodic earn backs for Critical Service Levels. Maintains and tracks status of all services engagement-related issues from initiation through resolution. Types of issues include contract, invoice, service issues, and other issues that may arise in the relationship. Provides an avenue to capture and facilitate the resolution of issues in a consistent/structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path. Partners with Finance to confirm accurate monthly invoicing, including credits and earn backs due to performance misses. Conducts 360 Degree Relationship surveys to ensure satisfaction of Candidate's Name - page 2service delivery and alignment of suppliers to Stryker roadmap. Runs monthly Management Committee Meetings for reviewing end to end supplier performance.Information Technology Support ManagerMedforce Technologies, Inc.May 2016 - Dec 2019 (3 years 8 months)Provide support to IT Transformation Delivery Office by performing a variety of tasks related to collecting, interpreting, organizing and modeling key data sets impacting workforce transition. Monitor and maintain all SaaS and On-Prem Page 3 of 9clients. Confidential treatment of Talent (HR) and Information Technology transition information. Collect data sets from multiple systems and teams, organize and manage in a controlled manner to enable accurate, single source tracking and modeling mechanism for all transformation moves. Manage Contact Center information technology and computer systems. Plan, organize, control and evaluate IT, phones, and electronic data operations. Manage IT staff by recruiting, training and coaching employees, communicating job expectationsand appraising their performance. Assist with companywide implementation of 3CX Phone system. Brought First Call resolution rate up to 78% by partnering with development to identify a quick fixfor higher call pain points. Design, develop, implement and coordinate systems, policies and procedures for our cloud-basedsoftware solution. Act in alignment with user needs and system functionality to contribute to organizational policy. Identify problematic areas and implement strategic solutions. Audit systems and assess their outcomes. Preserve assets, information security and control structure. Data ConsultantNew York Life Insurance CompanyMar 2016 - May 2016 (3 months)Provide support to IT Transformation Delivery Office by performing a variety of tasks related to collecting, interpreting, organizing and modeling key data sets impacting workforce transition in Microsoft Access and Microsoft Excel. The role requires confidential treatment of Talent (HR) and Information Technology transition information. Data sets from multiple systems and teams must be collected, organized and managed in a controlled manner to enable an accurate, single source tracking and modeling mechanism for all Transformation moves.Candidate's Name - page 3Team LeadTiffany & Co.May 2014 - Dec 2015 (1 year 8 months)Supervise the day to day operations, coordinate staff scheduling for optimal coverage, monitor call queues to meet service levels and provide workforce management. Analyze and evaluate operational performance metrics for the IT Service Center while identifying trends and making recommendations to enhance and improve service. Provide feedback and coaching to the IT Service Center staff through the process of quality monitoring. Regularly schedule coaching sessions to ensure high levels of customer service and performance standards are being met. Oversee the processing of incoming calls to the Support Desks via phone, web and e-mail to ensure timely and effective resolutions of client issues within the Service Center Guidelines. Assigns proper resources to aid in incident resolution. Employ quality management to help drive performance, recognize agent skills and other team leads, implement training as needed to meet customer satisfaction. Develop and maintain standard measures and reports for visibility into the performance of the team to promote world class customer service. Monitor and review specialist phone performance, and develop strategies to improve overall service desk performance. Prepare PMP documentation and deliver performance review discussions to staff. Perform coaching and feedback discussions on an ongoing basis following the IT Service Center performance delivery guidelines. Create and maintain optimal shift scheduling Assist with new system rollouts and upgrades. Worked with upper management in creating new IVR message, as well as reducing the number of prompts to create a better customer experience. Responsible for IVR reporting and investigation as it pertains to service level agreement. Investigate incident anomalies, and report findings. Develop and maintain partnerships with internal business unit owners and external vendors. Track and analyze trends in support requests based on statistical reports. Human Resources Business AnalystPrudential FinancialDec 2013 - May 2014 (6 months)Responsible for generating reporting, conducting data analysis and highlighting key metrics including operationally-based metrics and dashboards. Page 5 of 9Assist with expense management and planning processes for the Staffing Organization. Analyze data trends and formulating recommendations/options for HR leadership and key business partners so they can make informed business decisions. Assist with consulting to business customers in order to Candidate's Name - page 4fully understand data and reporting needs so reports can be developed. Provide analytic support in the areas of expense management, business measurement and metrics, and analysis of customer experience. Work with end users on medium to complex reporting requirements including ways to present data so it is accessible, insightful and actionable. Assist gathering data for HR metrics, reports and dashboard development. Add value to information by creating meaningful, accessible and engaging reports and performance management tools such as dashboards and scorecards. Utilize Business Objects, Taleo, and other existing tools for data reporting and implement new data management and reporting. Design, build, test, deploy and maintain simple to complex decision support tools. Implement quality assurance processes for all reporting and metrics. Human Resources Information System AnalystSelective InsuranceJun 2012 - Jul 2013 (1 year 2 months)Maintain, Report and analyze needs of HR and Payroll departments to better assist in departmental growth, and employee changes. Analyze Lawson data for accuracy and integrity using SQL queries. Create complicated reports, ACIP, AMS, and officer reports and control necessary to ensure accuracy for internal audit review, along with proper security. Review security issues and troubleshoot, coordinating with inside/outside operations staff, and make security changes, as necessary. Evaluate internal/external hardware and software to support system effectiveness.Verizon15 yearsData AnalystJan 1997 - Jan 2012 (15 years 1 month)Recognize and trend issues based on Information Technology Support Desk call volume and current impacting issues. Analyze data and submit results to executives along with recommendations to increase productivity. Develop reporting structure for trending and analysis of all Verizon lines of business tickets. Create and schedule requested reports submitted into the Reporting queue. Add/remove users in the ITSC DALLAS Support Group. Processed, resolved and reassigned all submitted issues in VZTracker CMIS ticket queue. Monitored and trained employees.Mar 2005 - Dec 2011 (6 years 10 months)Recognize and trend issues based on Information Technology Support Desk call volume and current impacting issues. Analyze data and submit results to executives along with recommendations to increase productivity. Develop reporting structure for trending and analysis of all Verizon lines of business tickets. Create and schedule requested reports submitted into the Reporting queue. Add/remove users in the IT Service Center DALLAS Support Group. Candidate's Name - page 5Processed, resolved and reassigned all submitted issues in VZTracker CMIS ticket queue. Monitored and trained employees. Reported and analyzed IT service level to Verizon executives and management. Provided future cast for minimum daily service level % allowed in order to reach and/or maintain a collective target service level of 74%. Works to ensure 100% compliance of all service levels agreements for the IT Service Center. Created and analyzed one off reports requested by department management in order to assist in ways to identify reoccurring issues and work on quicker ways to resolve them. Assumed major lead role for special projects in forecasting future service level by trending data from previous years tickets. Identified common trouble ticket issues that would reduce in IT Service Center service level by moving to Self-Serve. Developed a plan to meet with IT support and business groups on identified issues and work to resolve these issues in order to reduce call volume to the IT Service Center by 5%. Assisted with weekly IT Service Center training when regular trainer is not available. Utilized current IT Service Center reports to identify trends for training, quality checks, root cause and work with IT for more accurate ticket creation and resolution.Page 7 of 9 Provided coaching to 30+ IT Service Center MTS representatives with the proper routing of trouble tickets, and assisted in the training/development of new hires in the IT Service Center.IT Service Center Technical Analysis/Operation Excellence Jan 2005 - Dec 2008 (4 years)Developed reporting structure using Crystal Reports and MS Excel for trending and Analysis of ITSC tickets.Develop a plan to meet with IT support and business groups on identified issues and work to resolve these issues in order to reduce call volume to the ITSC by 5%.Assist with weekly ITSC training when regular trainer is not available.Responsible for updating ITSC Home Page with new employee information and new procedure documentation.Information Technology Services SpecialistMTSJun 2002 - Jan 2005 (2 years 8 months)As Member of Technical Staff, responsible for the analysis, troubleshooting and resolution of incoming calls received, and accountable for problem resolution/escalation procedures. As the Northeast Area Regional Representative, support for all Northeast Area End User Support rejected tickets. Support managers analyzing trends of the Northeast Area End User Support Candidate's Name - page 6rejected tickets within 48 hours. Utilize current ITSC reports to identify trends for training, quality checks, root cause and work with IT for more accurate ticket creation and resolution. Provided coaching to 30+ ITSC MTS representatives with the proper routing of trouble tickets, and assisted in the training/development of new hires in the ITSC. Assisted with the research for 2nd Level Support trouble tickets for the proper routing and closing of I2K, VISION, POS, ACSS and IVR trouble tickets, as well as the reporting and trending of the Combined ITSC Daily Stats. Account SpecialistMar 1997 - Dec 2001 (4 years 10 months)Closed inbound sales, maintained accounts, resolved customer inquiries and problems and coordinated pick-up and delivery of equipment. Third Quarter NY Metro Region-Outstanding Support Channel Partnership Program Award, 1999. Consistently exceed annual sales objectives by 20%. EducationCHUBB InstituteNetwork Engineering, Network EngineeringRockland Community CollegeSkillsanalysis automation business intelligence business objects closing coaching computer hardware consulting contract management Reporting & Analysis Candidate's Name - page 7 |
