Chris King Email & Phone Number

United States

Manage a team of professionals developing, deploying, and overseeing IT Service Management processes with focus on Incident Management, Problem Management, Service Level Management, Change Management, Request Fulfillment, Configuration Management, and attention on Continual Service Improvement for cloud customers.

Maitland, Fl

Oversee operations of primary customer support services to promote, build, and maintain streamlined operations and successful IT presence. Lead the planning and execution of best practices, metrics measurement and improvement, employee development and operations/IT employee satisfaction for Service Desk, Hardware, Applications Support, and IT Purchasing teams.

Maitland, Fl

Manage telecom procurement and support, expense management life-cycle, policies and SOPs for installation, maintenance and repair of telecom equipment. Oversee telecom related projects, financial spend versus planned budget, identify cost reduction opportunities and promote cost containment strategies to increase department efficiencies while reducing capital expenditures. Key Accomplishments:• Reduced team ticket queue from over 500 down to balanced 50-60 rotating• Decreased resolution by up to 50% in multiple Telecommunication support areas• Added new support and service options to team, including Webinar Telepresence and Mobile Device Management support• Brought over $300K reduction through service provider contract negotiations• Implemented processes to bring greater inter-team efficiency between the Hardware, Network, and Infrastructure teams• Created and implemented process for contract lifecycle review to target aging and non-optimal contract terms with codified criteria for tasking and with focus for cost optimization-------------------------Job Functions Include:• Manage, administer, and oversee all functions of Telecommunications team, including voice, fax, data, cellular, telepresence, and television services in company care centers• Manage the Telecom expense management lifecycle• Administer and interface with Telecom Expense Management service provider• Oversee implementations and operations of telephony and network services, including POTS, PRI, VoIP, SIP, DSL, ADSL, SDSL, T1/E1, and MPLS• Manage relationship between Telecom and Accounts Payable to ensure timely billing and payment cycles are met• Develop and maintain disaster recovery programs

Maitland, Fl

Key Accomplishments:• April 2016 Excellence in Leadership IT Impact Award Recipient• Reduced the Service Desk’s Average Speed of Answer, resulting in a wait time decrease in excess of 300%, now well under a minute, dramatically improving our company’s service offering.• Lowered the Service Desk’s Abandon percentage from 25% (October 2014) down to 3% (June 2016) establishing a new baseline for performance.• Mentor and refine employee career paths, resulting in staff who are knowledgeable and empowered to perform in their role, and that actively seek opportunities for advancement. Under my leadership, we’ve promoted many staff to advanced positions both in the Service Desk and throughout the company.• Internally marketed and oversaw the implementation of an Employee Self Service portal, effectively reducing extraneous calls to the Service Desk.• Adapted position to assume full ownership of all opening and closing major incident response. This adoption has significantly streamlined the company's processes, reducing time needed to identify and respond to major incidents by over 50%.• Designed an effective framework for managing and improving customer IT support throughout the organization.-------------------------Job Functions Include:• Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.• Train and mentor L1, L2 and System Admin Service Desk staff to guide their career development.• Oversee and monitor daily phone and web queue incidents and requests.• Develop training materials to streamline in-processing of new Service Desk staff.• Participate in steering committee meetings, ensuring we remain dynamic and adapt appropriately to achieve business goals.

Orlando, Florida Area

Supervision of Information Service Desk team members to ensure customer issues are addressed in timely fashion while maximizing customer satisfaction, resources, quality and profits. Ensured issues were reviewed, prioritized, and expedient measures were taken to solve customer problems.

Orlando, Florida Area

• Provide guidance to Tier-1 / Tier-2 staff, sharing technical and procedural insight for complex issues, generating increased first call resolution (FCR), lower call times, and improving customer satisfaction.• Lead the Orlando Health Change Control Review and Change Control Board meetings.• Participated in leading roll-out of the HDI Knowledge Centered Support (KCS) process implementation into the Service Desk, providing direction to staff for effective knowledge creation and use.• Authored hundreds of high-value Knowledge articles, improving resolution accuracy, consistency, and lowering call times.• Routinely provide metrics and reports on or ahead of schedule, and similarly participate in Change Control global email review and distribution.• Repeatedly receive customer feedback expounding excellent service. Similarly share proven successful support methods with staff, socializing effective paths for ever-improving customer satisfaction.

Orlando, Florida Area

Global Technical Support Lead and Southeast Regional Help Desk Manager for 27 offices (U.S. Southeast Region) of a $1.3 billion dollar company. Regularly assessed offices and interface with staff regarding technology issues, providing expert solutions, and developing support staff.Key accomplishments include:• Trained, mentored, and managed two junior Help Desk managers, lowering overall support times by over 30%.• Incorporated virtual tools for enhanced remote collaboration, enabling team’s ability to work effectively in a dynamic dispersed support environment.• I.T. support for C-level conferences, leadership events and meetings, creating and implementing mobile technology suites adaptable to various remote locations, ensuring leadership on travel operated as if in the office.• Increased company productivity directly administering multiple enterprise migrations for local and global staff including Windows 7, MS Exchange 2010, MS Lync, Cisco Network Access Control (NAC), and Xerox’s Managed Print Services (MPS). • Multiple migrations completed ahead of schedule. E.g. – Windows 7 migration for my region completed 2 months ahead of schedule freeing time to assist other regions with migration progress.• Hands-on resolution of over 370 high-priority Tier III issues p/mo consistently ahead of SLA, (over 75% same-day-resolution). A technical expert recognized and awarded numerous times for achievements.• Personally maintained over 99% customer satisfaction rating.• Streamlined support processes by authoring and editing procedural support articles. Submissions lowered incident times from days to minutes.• Restored functionality to 30+ person office recovering over 2,700 man-hours p/mo of productivity and thousands in billable hours• Improved support capabilities and lowered incident response times by submitting improvements to firm’s IAAS ServiceNow incident management and tracking system.

• FOS Coordinator overseeing multiple Florida based offices• Local Hardware/Software, Telecommunications and LAN/WAN Administrator • Coordinated with multiple internal departments to implement proper installation and configuration during office build-outs • Local Security Administrator • Business Assurance Office (BAO) Site Lead for Orlando Office• New Hire In-processing

• Supervise daily operations of a 10,000 sq ft, $2 Million revenue store • Develop weekly personnel schedules for 25 part and full time employees• Control inventory, handle profit & loss, transfers and receiving• Responsible for affirmative action program, conflict resolution and personnel actions • Responsible for interviewing and hiring• Effectively assume responsibilities as Store Manager in his/her absence • Supervised all training of store employees • Visual Merchandiser

Education record

Associate Of Arts (A.A.), General Studies