David Hirsch Email & Phone Number

Gilbert, Az, Us

● Manage Tier 2 application help desk responsible for monitoring daily ticket volume, staff work assignments, ticket escalation, and providing direction and technical assistance/training as needed.● Monitor and report on ticket volumes, work performance, trend analysis, war room coverage, and problem-solving ● Develop and document new and revised procedures, documentation, and overall process improvements.

Tempe, Arizona, United States

● Managed the Corporate Support Remote help desk team that provides first-level technical assistance for 4,000+ employees. Geographic locations include over 140 car dealerships, reconditioning centers, and staff in-office or WFH. ● Responsible for ticket and phone queue oversight, responding to service requests, incidents, and critical outages.● Performed hiring, training, assigning work schedules, monitoring work performance, and weekly one-on-ones with team members.

Phoenix, Arizona

● Managed Tier 1 helpdesk supporting both in-office and field personnel via phone, e-mail, and walk-up service requests. Responsible for helpdesk staff, including hiring, training, coaching, and mentoring team members to ensure high-quality, efficient, and friendly customer service● Was able to quickly collaborate with other office staff to develop and implement new COVID-19-compliant employee onboarding procedures in a rapidly changing environment● Monitored incident response service levels and inventory management for over 2000 iPhones and iPads, along with various laptops and Desktop computers running Windows 10. Performed monthly equipment inventory audits and other duties as needed

Phoenix, Arizona Area

● Led an Agile onshore/offshore software development team supporting Risk Management. Designed and built software applications to create and help deploy risk models, including Machine Learning GBM and regression models for credit and fraud risk. ● Developed and maintained a Change Management application supporting Global Risk Management. Built 200+ custom workflows for New Accounts, Lending, Operational Risk, Model Risk, and five other departments. Worked with Audit group and US and International Compliance teams to implement process controls● Implemented strategic uplift for risk models as part of a focused team and delivered results in two months. Produced a positive impact on the organization of $100 million per year

Phoenix, Arizona Area

● Managed International Acquisitions technical team. Drove re-engineering of critical business systems and processes in collaboration with key business partners● Fueled continuous quality improvement by slashing project cycle times by +90%, improving error rates from 25% to less than 2%, and the 2006 CSMS Centurion Circle Award was awarded for exemplary efforts. Facilitated the development of 1st generation of Fraud and Credit Decision models