Caleb Sims Email & Phone Number

Smyrna, GA, US

Hatfield, Hertfordshire, GB

• Manage operations across 7 locations overseeing a team of 15 direct reports, ensuring alignment with company objectives and values.
• Drive service excellence by achieving SLAs, implementing KPI improvement strategies, and enhancing customer satisfaction.
• Foster a collaborative environment between direct reports, Global Service Desk, and IT partners to optimize service delivery.
• Lead continuous improvement initiatives, developing and implementing service enhancement plans that support business needs.
• Oversee team development through coaching, training, and performance management, enhancing productivity and skill levels.
• Ensure compliance with client and company policies, managing resources efficiently to meet contractual obligations.

Hatfield, Hertfordshire, GB

• Successfully lead a high-performing team in maintaining a 98% Service Level Agreement (SLA) through efficient coordination and collaboration
• Spearheaded a remarkable 95% reduction in ticket volume, optimizing processes and driving KPI’s. Resulting in improved operational efficiency and customer satisfaction
• Implemented MFA configuration project for 1000+ users across personal devices, company-issued iPhones, iPads, and HP laptops, enhancing security and access control.
• Utilized Helix software to efficiently manage and assign 500+ tickets per month to the appropriate internal support staff, ensuring timely resolutions.
• Offered expert technical guidance and leadership in network security, endpoint protection, and vulnerability management.
• As a Tangoe administrator, adeptly managed and optimized technology expenses and assets exceeding $1M, leading to improved cost-efficiency and resource utilization.

• Led and managed the IT support team, ensuring daily operations ran smoothly and internal infrastructure was maintained at optimal levels.
• Orchestrated the seamless integration of client systems with our products, utilizing APIs, SFTP, and email, while providing direction to Technical Project Managers.
• Proactively identified project needs and pitched innovative ideas, obtaining necessary approvals prior to project initiation.
• Monitored team performance to guarantee excellence and adherence to project deadlines, fostering a culture of accountability.
• Conducted comprehensive evaluations of project effectiveness, consulting with clients, consumers, and staff to optimize outcomes.
• Collaborated closely with assigned Project Managers, seeking valuable guidance and input during crucial project phases.

Marietta, Georgia, US

.Provided remote support for a daily average of 350 work-from-home employees, utilizing various communication channels including voicemails, phone calls, text messages, and walk-ins..Successfully completed comprehensive IT training, specializing in Computer Security Awareness.

US

• Identify recurring product problems / issues for inclusion in applicable support documentation. Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)
• Responsible for classification, categorization, and prioritization of incidents. When necessary, triage to other appropriate business teams / units to satisfy user request, while remaining primary contact with client.
• Utilize appropriate knowledge resources to drive resolution of applicable problems / issues (e.g., websites, CRM tools, knowledge bases, products)
• Facilitate and participate in advanced troubleshooting sessions with Level 2 / 3 Engineers
• Ensure adherence to applicable quality standards (e.g., product quality, call quality, ticket quality, customer satisfaction)

Marietta, Georgia, US

*Provide technically phone support for 7,000+ users with issues related to PC, computers, printers, software, and hardware for a 39 clinic integration into Wellstar’s infrastructure*Assisted internal customers in a 24/7 Service Desk environment and maintained a high level of customer service *Field inbound calls (30-40 daily average) to provide support for.

Newcastle Upon Tyne, GB

*Interact with other IS areas to restore service and/or identify and correct problems.*Coordinate configuration/installation and general troubleshooting of PC hardware and software.*Escalate more complex problems to senior level end user computing analysts.*Troubleshoot 1st and 2nd level end computing issues with computer hardware, software, networking.

Certification, Information Technology

High School, General Studies