Alexander Cheesman Email & Phone Number

Richmond, Virginia, United States

Richmond, Virginia, United States

• Managed a high-performing Service Desk for a large enterprise accounting firm.
• Delivered weekly presentations on Data Governance to key stakeholders for a transparent service, leading to a25% increase in feedback.
• Improved Service Desk SLA performance by 10% through the implementation of streamlined workflows.
• Quality control of tickets and interactions, ensuring customer satisfaction.
• Leveraged AI chatbot data analytics to optimize and auto-resolve 75% of incoming… Show more
• Leveraged AI chatbot data analytics to optimize and auto-resolve 75% of incoming tickets, showcasingproficiency in AI-driven solutions. Show less

Richmond, Virginia, United States

• Implemented a rigorous SLA monitoring system with a client-centric approach, resulting in consistent serviceand a flawless 12-month SLA record.
• Provided hands-on mentorship to technicians, resulting in enhanced team efficiency.
• Supervised and facilitated intern and new hire training, cultivating a skilled and February 2021-August 2023knowledgeable workforce.
• Effectively managed technician schedules, PTO, and timesheets.
• Working lead who regularly assisted… Show more
• Working lead who regularly assisted technicians in live support queues. Show less

Brandermill, Virginia, United States

• Conducted initial diagnostics for client devices, facilitating transparent repair processes.
• Excelled in client-facing interactions, translating technical jargon into understandable terms.
• Proficiently executed same day data transfers, new device setups, OS installations, and more.
• Consistently exceeded sales and revenue goals of $200/hr, achieving departmental revenue records.
• Managed client interactions during check-in and check-out, promoting memberships and services.