• Oversee the recruitment and hiring process, including job postings, applicant screening, interview coordination, and conducting pre-employment and reference checks. • Maintain personnel records ensuring compliance with legal requirements, company policies, and industry regulations• Generate comprehensive HR correspondence, including offer letters, termination letters, new hire packets, benefit enrollment packets, and various other essential paperwork. • Provide guidance and support to employees regarding HR policies, benefits, and other HR-related inquiries.• Facilitate seamless employee on-boarding and orchestrate training & development programs. • Deliver comprehensive benefit information to new hires, offering explanations of available benefits and guiding them through enrollment and fulfillment processes. • Assist with and serve as a backup for payroll processing to ensure timely and accurate payroll administration.• Developed and currently oversee a SharePoint site for new employee onboarding and ongoing learning initiatives.• Effectively oversee the inventory of equipment for new hires and existing employees. • Foster a culture of positivity to cultivate an efficient and harmonious work environment. • Assist HR Director in accomplishing various human resources related activities.

• Greeted and received visitors in accordance to ServIT standards. • Dispatched, updated, and closed all tickets and Field Service Requests in a timely manner while verifying work order accuracy.• Received and processed all service order requests from customers via telephone, email, and agency website.• Updated customers with accurate ETAs, parts ordered, and potential service call issues.• Trained NOC technicians on Dispatch and Call Handling Procedures via Autotask Software.• Conducted training for new hires.• Assigned and monitored all Network Operation tickets while meeting company SLA’s.• Liaison between Technical Resources and Contract Administration.• Managed and monitored all 4th party service calls.• Organized and maintained technical resources, staff schedules, and company calendars. • Arranged domestic/international travel for executives and technicians.• Supported Logistics Department to ensure accuracy of items ordered.

• Coordinated customer appointments for installation via telephone and face-to face in a professional and tactful manner. • Acknowledged customers inquires, resolved disputes and concerns via email and inbound telephone calls.• Verified and tracked technician’s daily routes to ensure company goals were met.• Managed timeframes to ensure company’s on-time guarantee.• Provided post-appointment phone calls with customers to ensure quality service.• Compiled data collection using Microsoft Excel to develop and maintain company statistical reports.• Assisted Superiors with special projects.

Provided guidance and/or assistance to dispatchers. Coordinated daily schedules for Installation and Maintenance repair Technicians. Maintained workforce statistical information. Monitored dispatchers phone statistics to ensure quality goals were met. Prioritized and dispatched calls to field technicians to optimize customer experience. Served as liaison to Customer Service, Direct Sales and Technical Operations Department.• Established and manned Emergency Hotline for call center, sales and tech support supervisors resolving time sensitive issues quickly and effectively which increased customer satisfaction• Oversaw the training of all new dispatchers to ensure knowledge transfer and establish training partners which brought trainees up to productivity faster • Trained Install Contract Dispatch Department to mirror company’s dispatch which ensured adherence to standardized policies and procedures• Performed Quality Assurance on all trouble calls to verify accuracy of order entry and to take steps to cancel calls deemed “unnecessary” which saved unnecessary truck rolls and money. • Reviewed and verified adjustment requests assisting in resolving customer escalations timely and effectively.

Verified and tracked technician’s routes daily to ensure company goals were being met. Pre-called and confirmed trouble resolution appointments before timeframes. Post-called trouble resolution appointments and installations to verify all services were restored and customer’s satisfaction. Managed timeframes to ensure in-house and Contractor On-time Guarantee. Assisted Superiors on special projects.• Performed Quality Assurance on all work-orders to ensure rates were correct, account was coded correctly and proper equipment was issued to avoid unnecessary truck rolls.