Andy Wolfe Email & Phone Number

Spokane, Wa, Us

Liberty Lake, Washington, United States

Spokane, Washington Area

Spokane, Washington, United States

Cary, Nc

• Supervise a technical support help desk of 30 to 40 agents servicing Fedex employees.• Participated in knowledge transfers and designed a tailored dynamic training program utilizing multiple technologies, including training remote out-of-state agents at the DR facility.• Helped design and maintain a customized knowledgebase aimed at consistency and efficiency which included converting documentation into step-by-step troubleshooting articles.• Monitor and track tickets and change requests and manage service level agreements.• Work toward continuous improvement and perform root cause analysis on an ongoing basis.• Prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.• Develop and guide the team members in enhancing their technical capabilities and increasing productivity.• Implemented quality assurance processes, feedback mechanisms and appropriate corrective actions.• Continually designed and implemented scheduling based on fluctuating metrics and dynamic business needs.• Maintained excellent relationships with the client, which helped numerous projects progress smoothly.• Achieved highest reviews, maximum allowed salary increase and recognition for going above and beyond on multiple occasions.

Provide hardware and software troubleshooting for field technicians nationwide. Excellent team cohesion, quick but thorough troubleshooting and the ability to clearly, patiently guide clients through to resolution.

Spokane, Washington, United States