Carlos Ramirez Email & Phone Number

Mooresville, North Carolina, United States

Richmond, Virginia Area

• Manage 24/7 service desk and on call rotation • Weekly calls with clients to review SLA’s and critical tickets• Schedule and oversee server maintenance and upgrades• Manage white glove deployments for Good Messaging and Blackberry• Planning and deployment of enterprise level device upgrades along with accessories• Annual on site “support bars” to answer any client questions with software or hardware• Maintain warehouse inventory of client devices for rapid deployment due to damage or loss• Generate monthly billing invoices for each client that varied due to bring your own device clients• Recruitment and training of new employees

•Provide Management of local 24x7x365 Support Personnel◦Lead, mentor, and coach TAAs to provide consistent and professional support environment◦Provide accurate and timely communication to all applicable parties on any customer support issues◦Monitor specific KPIs to ensure proper execution of support◦Maintain all scheduling and coordination of Technical Assistance Associates◦Participate in Internal Incident Report review process to diagnose areas for improvement◦Perform periodic performance reviews on all TAAs◦Work with Market Director of Service Delivery on escalated customer support issues•Manage Resource Allocation for Engineering Tasks◦Assign workflow task items to TAAs based on availability and experience◦Perform Quality Assurance checks on all work assigned to TAAs◦Communicate deadlines and possible time constraints to applicable stakeholders and requesters◦Assist in training of new processes, procedures, and tools related to provisioning process•Coordinate with Facility Operations Engineer on Facility Related Tasks◦Work with market and regional facility resources on delegating and performing facility related tasks◦Participate in training programs and provide post training refreshers for TAAs◦Help ensure that facility is always "œaudit ready"◦Assist FOE with vendor management•Collaborate with Central Resources on Customer Support Issues◦Communicate with Central Support Supervisors and/or Managers on any customer or process issues◦Provide feedback on all company wide support processes◦Maintain relationship with central support to facilitate market to market consistency

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.Key Responsibilities 1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. 2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. 3. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. 4. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. 5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.