Christopher Geiger Email & Phone Number

Cockeysville, Maryland, Us

Cockeysville, Maryland, Us

Orlando, Fl, Us

Orlando, Fl, Us

Oversee the daily operations of the Service Desk team to ensure timely and effective resolution/escalation of user technology break/fix issues and new technology requests. Responsible for monitoring, analyzing, and enhancing the utilization of staff resources as it relates to call handling and ticket queue management to ensure that user requests are delivered according to established policies and procedures. Providing day to day direction to Service Desk Analysts and work closely with other internal IT resources to address high priority items and seek resolution for chronic issues. Handling all customer escalations and priority items. Additionally, recommend and lead efforts to improve existing processes that will improve quality and on-time delivery. Assist with special projects and initiatives as directed. Key Relationships Internal Technology Group: Work with Technology associates/leaders to understand upcoming events to ensure proper planning is in place to effectively manage user technology issues or requests. Ensure proper training, knowledge and scheduling is in place at the Service Desk to meet user needs. Address user issues and request to ensure that a thorough and timely completion meets user satisfaction. User Community: Address customer satisfaction by following up with users as needed to determine service improvement areas for both team and individuals.

Orlando, Florida, Us

Oversee the daily operations of the Service Desk team to ensure timely and effective resolution/escalation of user technology break/fix issues and new technology requests. Responsible for monitoring, analyzing, and enhancing the utilization of staff resources as it relates to call handling and ticket queue management to ensure that user requests are delivered according to established policies and procedures. Providing day to day direction to Service Desk Analysts and work closely with other internal IT resources to address high priority items and seek resolution for chronic issues. Handling all customer escalations and priority items. Additionally, recommend and lead efforts to improve existing processes that will improve quality and on-time delivery. Assist with special projects and initiatives as directed. Key Relationships Internal Technology Group: Work with Technology associates/leaders to understand upcoming events to ensure proper planning is in place to effectively manage user technology issues or requests. Ensure proper training, knowledge and scheduling is in place at the Service Desk to meet user needs. Address user issues and request to ensure that a thorough and timely completion meets user satisfaction. User Community: Address customer satisfaction by following up with users as needed to determine service improvement areas for both team and individuals. ITSM Cherwell Administrator.

Pittsburgh, Pennsylvania, Us

Responsible for the day to day operations, supporting 48 offices globally. Supervising 22 analyst directly and another 35 indirectly as well as providing process improvement, knowledge management, scheduling and performance. Developed a new training program that produced new hire productivity with the first week of hire, which improved over the 3 to 4 weeks it was taking to train a new hire. Developed a new knowledge base system that provided analyst with quicker searches, results and easy to use instructions. These changes along with evaluating schedules, reporting statistical data allowed to improve our SLA'S for average speed to answer from 5 mins to 18 secs as well as improve our abandon rate from 40% to less than 5%.

Oversee the Global Operations of a 52 man technical team servicing a multi-Billion dollar company with 31,000 users on 5 Continents. Helped develop the service desk center in Poznan Poland, hiring, training managing multi-lingual support in 8 different languages.Drove and managed Thermofisher’s expansion of the Global Service Delivery Center into Eastern Europe (Poznon Poland) which included: Supporting 9 languages, Developed, Trained, hired, Created Knowledge Documentation and Direct Supervision of the Poland analyst.• Transitioned 16 divisions globally within the organization and shifted all Level 1 support to a Single Point of Contact- Incident, Request, Change, and Problem Management- Quality Assurance Management- Knowledge Base Management- Training Management- Managed day to day activitieso Time Management and ACD Reportingo Proper escalationo Mentoringo Policy Enforcemento Developed Training program for analyst with weak skillso Developed Environmental Emergency Process Procedures for Ciber

Us

Responsible for 12 technicians, schedules, reports, weekly team meetings, 90-day, 6 months and Annual reviews.• Initiated a training program for future employees.• Developed handbooks for both supervisors and technicians of the Client Services Department.• Helped develop solutions to bring ticket counts down, SLA’s answered in a timely manner.• Coached and motivated technicians to increase productivity.• Used Heat ticketing system; also proficient with Peregrine and Tivoli ticketing systems.