Blake Markham Email & Phone Number

Mesquite, Tx, Us

North Hills, New York, Us

Managed Single Sign-On client migration project and key contributor to major projects including Telephony implementation, Business Acquisition migration to Salesforce, and automated client surveys. Volunteered to move to Dallas and Manage support teams, sharing experience and lessons learned.

North Hills, New York, Us

Co-Manager of ~65 service representatives including remotes, Level 2 and Supervisors. Responsible for ensuring escalations and client dissatisfaction were resolved. Continued to improve business process including unified creation of reports and dashboards in Salesforce.

North Hills, New York, Us

Creation of Work Force Management tools and processes that lead to the creation of the Work Force Optimization team. Collaborated and implemented a single Case record type along with tool and reporting efficiencies within Salesforce to support multiple Business Units for a unified client experience and increased satisfaction.

North Hills, New York, Us

Managed DMS support service representatives. Identified and implemented areas of improvement that included re-design of the inbound client request process by implementing call visibility and case tracking.

Increased first call resolution by 20 percent, freed up resources and improved customer feedback by successfully implementing Knowledge Management and Self Service tools in Americas region.

Exceeded SLA and feedback metrics for the Americas SAP Service Desk by analyzing the business requirements, collaborating with existing rollout specialists in Asia Pacific, and implementing a complete support model that included qualified personnel, processes, tools and resources.

Increased available services and customer service by transforming the existing Help Desk into a Service Desk utilizing ITIL methodologies. KPI’s, performance reviews and goals to manage day-to-day operations and personnel with a focus on collaborating with resolver groups.

Provided second tier support to IT groups globally by resolving issues related to global services for Exchange, Remote Access, Collaborative Forums and Financial availability. Documented and ensured processes were followed, reviewed for accuracy, and updated accordingly

Provided quality face-to-face customer service, resolved end-to-end desktop related issues and installed hardware.

Experienced IT supervisor offering leading OEM technology products to regional customers

Zürich, Schweiz, Ch

Supervisor and member of IT support staff providing end-to-end support for hardware and software. Designed and implemented process improvements, which increased production of personal computers by 50%. Achieved an overall return rate of less than 1% on in house assembled products

As one-third business owner and officer, responsible for accounting, receiving, shipping and desktop support / configuration.

Auto Mechanics, Auto Mechanics

General