Help Desk Lead
Current◘ Responsibilities included but not limited to fulfilling supervisor requests from call center agents, coordinating enterprise resources for appointment scheduling; providing technical support and internal systems support for call center employees and vendors. ◘ Specialized in escalated calls, Office of The President requests, and instructing onshore- and offshore-call centers on advanced technical and billing processes..◘ Designed, deployed, and maintained SharePoint Site Collections for four management departments. Developed site architecture, managed permissions for varied security groups. ◘ Developed and deployed call trend tracking system based on SharePoint and Excel Services. Designed schema and deployed to call center floor. Generated nightly and monthly reports; presented data to management and directors. Acted instrumentally in the dissemination of on the job training to team members on how to update system and manage reporting.◘ Invented and deployed Business Intelligence Reporting Site, based on SharePoint and Excel Services, customer issue tracking and reporting system with interactive dashboards for audience of directors and managers. Instructed managers and subordinate supervisors how to extract trends and probabilities through linear regression. (See attached: Spectrum HelpDesk SharePoint Screenshot)◘ Awarded M.V.P. Award for exceeding company values.
