Greater Chicago Area
Experienced Manager in IT with history of working in the hospitality industry and events and meetings. Skilled in ServiceNow, Excel, Mitel Phone Systems, AutoCAD, Microsoft Word, Production Management, Sales, and team management and training. ITIL 4 Foundations Certified, LEAN IT Foundations and Comptia A+ Certified.
o Supervising a 24/7/365 team of 21 Level 1 Service Desk Agents ranging from Lead roles or junior-level associates. o Provide escalation support on incidents and requests if Lead is not able to resolve the issue o Ensure team is adhering to ticketing SLA’s in ServiceNow using a quality control check system o Listen to recorded calls by agents to ensure call quality of professionalism and highest level of support is provided o Provide coaching to agents on issues and took escalation calls o Use SMART goals to improve efficiency across the team in support and knowledge o Manage KPI trends to ensure proper support as technology changes o Run call metrics to forecast shift schedules to match the need o Started as Level 1 Technician for 1½ years supporting Windows 7 Environment and Microsoft Office over the phone. Developed knowledge of Hyatt Proprietary applications to better support our colleagues
Manage and coordinate events and meetings technology and operate state of the art integrated Audio Visual systems.