Cole Borders Email & Phone Number

Washington Dc-Baltimore Area

Bethesda, Md

Washington D.C. Metro Area

Manage the Tier I/II/III Help Desk that consist of (3) Tier I/II/III technicians. Provided Help Desk support to 1,000 customers located at the Executive Office of the President. Responsible for ensuring all tickets have been entered, resolved, closed using HP Openview and Service Now. Prior to closure, ensuring all of the tickets have been documented to outline the resolution.Serve as the Escalation Manager (EM) between Network, Applications, Security and Account Administration support groups, when tickets have been assigned. Follow-up with technicians within the departments ensuring the tickets are closed in a timely manner or updated daily. Responsible for Managing projects such as workstation deployments. Provide Tier I/II /III support during our peak times, which includes working onsite, offsite, and answering incoming calls. Responsible for all projects when completing hardware or software refreshes. Managed hardware and software refresh plan including management of the Microsoft Volume License DatabaseDeveloped, executed and maintained process and procedures, prepared test plan and executed on any new hardware targeted for deployment.Prepared customer service training materials for use by technicians and customers. Conducted training session for team and one-on-one training.Responsible for monitoring all live calls, e-mails, and voice mail calls to ensure tickets were being responded to within the thirty (60) minute SLA requirements. Developed the necessary work instruction to support the task and monitored the workflow between the dispatcher and the Tier II technicians ensuring tickets were being resolved within the metric. Technical expert on escalation calls for 1st 2nd and 3rd level technicians.Project manager for projects, developing project plans, creating and managing the resources and met an (90%) early delivery metric.Performed daily, monthly, and yearly trend analysis, and provided guidance and recommendations for improvements.

Working On Associates, Information Technology

Associate'S Degree, Information Technology

Taking courses related to Cyber Security and some other minor courses.