Benjamin Pratko Email & Phone Number

Steubenville, OH, US

Pittsburgh, Pennsylvania, United States

Jacksonville FL

• Managed front line support for the QuickConnect application (internal productivity tool) including SMS ticket resolution as well as Tier 2 support for outage scenarios.
• Created and maintained training documentation for the application utilizing MS work and PowerPoint presentations.
• Project Management experience by interfacing directly with client and operations teams to provide training / instruction including escalation point for new or existing enhancement requests.
• Participated in UAT testing for new features to ensure meeting of Operations requirements.
• Utilized experience in Workforce Management to better drive the application’s uses for operations to greatly improve metrics (AHT, CSAT scores, First Call Resolutions, and Escalation Processes). This led to the.

• Acted in a Tier 1 escalation capacity, providing direction to exempt level management analysts, working trouble ticket outages for internal and external applications, as well as prompt escalation of issues when.
• Developed Command Center Analyst work schedules, balancing workload requirements with skill sets of individuals to ensure adequate coverage for 4 programs supported, across 20 US and international sites in a 24x7.
• Acted as Technical Subject Matter Expert for IEX, CMS, Center View Supervisor, IAR, and Digital Solutions applications.
• Developed and deployed training plan used for all Jacksonville Command Center new hires.
• Participated in the hiring/retention of Command center employees.
• Assisted in the transition of the Jacksonville Command Center as the management was moved to other locations.

• Assisted in the coordination of multiple supported businesses in and out of the Jacksonville National Command Center. Developed excellent relationships with clients / operations for the projects supported by the Global.
• Trained new and existing Command Center management personnel on all supported systems, implemented best practices for the 4 business groups while accelerating new hire onboarding process.
• Managed the client required metrics across multiple sites and accounts including; Staffing, Service Level, Handle Times, Line Adherence, and Occupancy.
• Help deploy Digital Solutions to multiple programs. Including the initial manual entries and setting of thresholds to the attendance matrix for each program.
• Worked with operations and command center personnel to deploy/maintain Interval Analysis reports that were used to better manage all operations and Command Center perceptive.