Kimberly Keyser Email & Phone Number

•Supervise a team of 25+ Clinical Service Desk Specialists responsible for a tiered level support structure of Level I, II, III and Team Lead staff including support of the Sutter Community Connect Service Desk•Responsible for all operational activities related to leading in a 24/7/365 Service Desk organization including management of Service Level Agreements, First Call Resolution, Quality and Customer Satisfaction•Coach and develop staff, on-boarding new talent and establishing staff performance goals/objectives to align with Key Performance Metrics•Develop schedule, process and responsible for analyzing and managing staffing for 100+ staff member desk with an average volume of 850K contacts per year•Real time monitoring and reporting utilizing Cisco UCCX/UCCE Contact Center Client•Staff and support the Sutter EHR implementations, upgrades and module releases

•Supervise a team of 30+ Service Desk Specialists responsible for a tiered level support structure of Level I, II and Team Lead staff•Responsible for all operational activities related to leading in a 24/7/365 Service Desk organization including management of Service Level Agreements, First Call Resolution, Quality and Customer Satisfaction•Coach and develop staff, on-boarding new talent and establishing staff performance goals/objectives to align with Key Performance Metrics•Develop schedule, process and responsible for analyzing and managing staffing for 60+ staff member desk with an average volume of 700K contacts per year•Real time monitoring and reporting utilizing Mitel ACD Contact Center Client•Build and maintain well-rounded teams and continue to challenge and motivate staff in a fast paced environment

•Supervise a team of 5 Desktop Support Technicians providing support to 1100 users•Provide coaching and development to support staff, develop training on new processes and procedures and provide assistance with user support and escalations •Conduct one on one’s, focal reviews and create performance objectives that align with Service Level Agreements•Create and update internal operating procedures including work instructions and knowledge base articles•Prioritize incoming incidents based on priority and monitor daily operations along with partnering with the Helpdesk Supervisor to ensure excellent customer service and support•Responsible for asset inventory and maintaining vendor relationships for communications and printing contracts

Responsible for performing and managing software distribution using Symantec Livestate Delivery Suite.

Sacramento, California Area

Associate Of Science (A.S.), Pc Support Management

Associate Of Arts (A.A.), General Studies