Desktop Systems Manager:
Supported 600 local and 200 remote corporate users with a team of technicians. Responsible for entire life cycle of laptop and desktop inventory including purchasing, licensing, tracking and repair. Operated as project manager for all hardware and software upgrade initiatives of corporate systems. Provided technical consultation and support to an “agent-at-home” pilot program running live Linux DVD thin-client solutions of Citrix, VoIP, and VPN.
Service Desk Lead:
Issue resolution and escalation for 30 North America and Philippians Customer Management Centers. Revamped the Change Management process to be compliant with the new Sarbanes-Oxley regulations. Lead a “Daily Operations Call” that reviewed any previous day’s business impacting outages as well as any upcoming maintenance of mission critical systems.
Daily development of up to 25 technical agents to ensure all client directives are met. Pre-launch Process Review and Improvement team member. Short and long term staffing analysis.
Customer Service Specialist:
Frontline specialist assigned to launch internet focused clients. Inbound, outbound and back office support of DSL, web hosting and desktop connectivity. Maintained call handling metrics in-line with program requirements.