* Operational Process ManagementExecuted operational process tasks according to Service Level Agreements (SLAs), ensuring timely and accurate delivery of services.Provided process feedback to direct line manager and client management, identifying risks, process failures, and system challenges.* Service Delivery and Customer SatisfactionEnsured service delivery met established turnaround times as defined in SLAs.Monitored team queues and ensured ticket prioritization followed active rules.Managed team mailboxes to ensure all emails were responded to within one business day, adhering to client communication standards.* Team Management and TrainingPrepared, updated, and delivered training for new team members, delegating responsibility for training as needed.Created and maintained instructions, procedures, and solutions on internal SharePoint to support team operations.* Technical ExpertiseHandled Domain Account Management in Active Directory, ensuring secure and efficient management of user accounts.Conducted data analysis and reporting, providing insights to improve processes and drive performance.Process Improvement and AutomationLed process improvement initiatives, identifying opportunities for automation and streamlining workflows.

* Program Management and CoordinationIdentified and managed critical dependencies, risks, issues, and contingency plans, communicating impacts to schedules and costs.Ensured program and sub-projects tracked to schedule, scope, and budget.* Resource and Data ManagementManaged overall resource supply, demand, and allocations for the program.Gathered and analyzed data for computer refresh in various departments and territories using Microsoft Excel.* Reporting and DocumentationCreated, updated, and produced internal or client reports on a daily, weekly, and monthly basis.Created and updated work instructions for recurring reports to ensure consistent quality and efficiency.* Team and Ticket ManagementMonitored the work of Project Analysts during the client's computer refresh process and conducted audits for quality assurance.Performed ticket queue monitoring and assigned tickets to colleagues, ensuring compliance with Service Level Agreements (SLAs).* Client and Vendor RelationshipsBuilt and maintained strong working relationships with key contacts within business departments.Managed client escalations as needed, maintaining close relationships with clients, vendors, and management.* Process Improvement and Change ManagementReviewed process changes or proposals for change, identifying potential impacts and ensuring smooth transitions.

* Technical Support and TroubleshootingDiagnosed technical problems reported by customers related to Windows XP/7/8/10, Mac OSX, networking, and telephony.Investigated, troubleshot, and resolved customer issues in a timely manner, escalating to the appropriate team when necessary.Provided support for VPN and Remote Desktop connections, addressing connectivity issues and security concerns.Worked in Citrix environments, troubleshooting Citrix Client issues.* Service Desk OperationsActed as a single point of contact for users, logging and managing calls within Service Level Agreements (SLAs), ensuring a positive Service Desk perception.Offered first-line IT support (software, hardware, network, and telecom) by resolving as many issues as possible on initial contact.Accurately recorded and classified all incoming incidents with appropriate priority, category, and incident summary details or error messages.* Active Directory and User ManagementManaged Active Directory for computers, users, and groups, ensuring secure and efficient access.Enabled ActiveSync for mobile devices, ensuring seamless synchronization of emails, contacts, and calendars.* Customer Service and CommunicationMaintained a professional telephone manner and high attention to customer needs and requirements.Identified and reported knowledge gaps to improve team performance and customer satisfaction.