Adam Black Email & Phone Number

• Provide exceptional 2nd level support while also operating in a team lead role on a regular basis; constantly seeking out opportunities to retain additional responsibilities
• Independently manage the daily activities of interns and consultants for 3+ years; create performance goals, assign roles & responsibilities and provide regular feedback.
• Monitor the Incident Management console on a daily basis; consistently analyze tickets to identify widespread issues. Provide continual feedback to Level 1 support liaisons; perform ticket reassignments and updates to.
• Lead continuous improvement efforts towards hardware refresh initiatives; including collecting monthly statistics, investigating trends with newly deployed devices, and refining documentation
• Actively involved in the screening and selection process for both temporary and full-time candidates within the support unit
• Research and develop new SLA’s for service requests to improve customer satisfaction

• Provided top-tier technical support and customer service for all staff in the department including executives
• Won award for identifying a persistent software issue and implementing a solution in a timely and effective manner
• Managed project to replace approximately 400 Blackberry devices within a 6 month timeframe; met deliverables with the addition of only one extra employee.
• Created a standard project plan for the continual refresh cycle of existing laptops and PC’s within the department. Consistently met project deadlines in the face of numerous obstacles, replacing 500+ devices on a.
• Improved team efficiency by creating standard Incident Management templates
• Created scripts to modify registry settings during initial laptop configurations

• Participated in system initiative to develop standard operating procedures and customer documentation for the implementation of encrypted flash drive rollout
• Sought out additional responsibilities beyond Desktop Support such as Asset Management, Business Continuity Support, Pilot Testing, and Project Management
• Assumed management responsibilities on a frequent basis due to long-term absences of team leader – Maintained a high level of customer service during this time period

Bs, Human-Computer Interaction

High School Diploma

Education record

Education record