Louisville Metropolitan Area
Restructured and built up an existing team of Engagement Managers in order to provide proactive guidance for the top 300 accounts for the company. Created KPIs along with monthly, quarterly and yearly deliverables. Created processes and plans to improve overall customer satisfaction. Trained Engagement Managers to use internal and external tools to better service their customers. Created career paths and goals for each member of the team. Track overall customer health using several metrics which includes NPS scores, cadence call attendance, escalations, environment health and growth/churn. Created “Customer Intimacy Training” for the Engagement Managers to help support their customers’ complex environments
Assisted with the creation of the Global Support team based out of Ahmedabad, India. This team started out a 20 member team and grew to a team of 80. I was responsible for creating and updating all processes the team was to follow. This team is responsible for handling all monitoring alerts and subsequent tickets. Assisted in creating a new ticket review and QA grading system for all members of support and this was adopted by the entire support system. I was also responsible for tracking SLA performance, backup failure rate, customer NPS results and cost per tech per ticket. These metrics were weighted in monthly, quarterly and yearly reviews. Improvement plans were made based on performance metrics and each tech was given clear goals and expectations. I continue to meet with team leadership to go over current issues and create action plans to resolve them. This includes both onshore and offshore leadership.
Managed an entirely remote Service Desk team for the Database Administration division of the company. I supplemented this US based team with an offshore team which began documenting all processes that were to be followed. The performance of each tech was based on tickets, phone calls and project performance. I was appointed as the Operational Product Owner and created a project plan to improve the overall cSAT score based on customer feedback of the DBA division and reported on this twice a month to company executives. Created new SOPs, processes and KB articles to follow along with updating outdated articles. Worked with each team member on career paths and goal setting in order to grow in their career.
Deployment of network and systems hardware. Mentor technicians, oversee daily activities, attend daily startup production meetings, work local and global trouble tickets, consult operations team as needed, drive various projects, work with global teams to implement hardware and networking upgrades/end of life-cycling. Assist in building of new fulfillment centers and delivery stations. On-Call rotation.
• Manage all user accounts in a Windows 2k3 and 2k8 environment. • Setup and manage accounts in AD, LDAP, WMS, Exchange and security systems. • Create and manipulate security groups in the Windows server 2k3/2k8 environment. • Create and manage Exchange mailboxes, distribution groups and resources. • Provision new server solutions as the older hardware depreciated. • Mentor members of Tech Support to assist them in reaching goals set for their careers. • Assist with new hire orientation and resolve any issues with new accounts.
• Serve management and staff members by using quality technical and customer service skills. • Troubleshoot and resolve computer, printer, network, and domain issues. • Escalate any issues that were persistent to the Systems and Network Admins. • Respond to and document all requests sent through the ticketing system efficiently. • Team with other TSR’s to meet the overall technical needs of the company. • Assist IT/Sys Administrators with new and current user account set up and troubleshooting. • Assist users with passwords for multiple accounts used in the company. • Setup and troubleshoot Avaya digital and IP phones used in the warehouse. • Create SOP’s and troubleshooting documents for operations used in Tech Support. • Setup and troubleshoot Apple desktops and laptops for use on our network. • Move computers and user accounts in Active Directory to their proper OU. • Troubleshoot and repair mobile devices such as MC9000’s and smartphones.