Orchestrated daily operations for a fleet of towing vehicles, including booking, scheduling, and optimizing routes to ensure timely service delivery.Served as the Global Administrator for Towbook Management System, overseeing dispatching, impounds, billing, and comprehensive reporting.Managed the Samsara Vehicle Fleet Management System, leveraging GPS telematics and vehicle cameras to monitor fleet activity, ensure safety, and maximize operational efficiency.Engineered a custom API integration between Samsara and Towbook, enabling dispatchers to seamlessly track vehicle locations within the booking management platform.Developed and executed strategic procedures that significantly reduced fleet downtime, improving overall operational effectiveness.Analyzed and reported on key fleet performance metrics, driving continuous improvement and accountability within the team.Interfaced directly with customers to coordinate service itineraries, process payments, and resolve customer inquiries, ensuring a high level of client satisfaction.Collaborated with major insurance providers, accurately calculated billing, and secured timely payments, contributing to the company’s financial stability.

Client Consultation and EvaluationSolution Development and DeploymentProduct Management and SalesInternal System AdministrationDemonstrated ability to manage multiple projects and clients simultaneouslyUtilized excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders

Led a team of help desk technicians, providing expert guidance, support, and training to ensure the delivery of exceptional customer service.Managed day-to-day operations of the help desk, including ticket assignment, prioritization, and escalation to ensure timely resolution of technical issues.Developed and implemented standard operating procedures (SOPs) to enhance the efficiency and effectiveness of help desk operations.Monitored and analyzed help desk performance metrics, identifying trends and areas for improvement to continually elevate service quality.Coordinated with cross-functional teams to address complex technical issues, ensuring a seamless resolution process for end-users.Provided advanced technical support to customers and internal teams, troubleshooting a wide range of issues related to network connectivity, software, and hardware.Facilitated ongoing training and development for help desk staff, resulting in improved technical knowledge and customer service skills.Managed help desk software systems, including configuration, updates, and customization to align with evolving business needs.Played a key role in the deployment of new technologies, ensuring a smooth transition for end-users through comprehensive support and communication.Delivered regular reports to senior management on help desk performance, customer satisfaction, and key initiatives.