Don Picard Email & Phone Number

Pennsylvania, United States

- Develop and implement knowledge management strategies and processes to capture, organize, and share information across the organization.- Collaborate with cross-functional teams to identify knowledge gaps and develop solutions to improve knowledge management practices.- Design and maintain a centralized knowledge management system, including creating and updating documentation, policies, and procedures.- Ensure the quality and accuracy of knowledge resources, including conducting regular audits and reviews.

Wayne, Pa

Promotion from previous role of Team Lead due to performanceManage Service Desk Team in Pennsylvania, Florida, Texas, and MumbaiIndia for support of both internal and external customers. Protect SLA/OLA across all customers. Responsible for all hiring and performance reviews across the multiple locations.Develop and complete projects for continual improvement of process, customer satisfaction, team expertise, and overall quality of life.Team ManagementTeam composed of 14 Tier 1 Support Analysts with various skill sets, backgrounds, and experience. Key skill sets comprised of General Help Desk, Carrier Management, and Call Center Customer Service Focus.Maintain 24x7x365 Schedule with minimal headcount, and ensuring continuity by leveraging separate locations to protect against risk events.Develop training plans through available existing training material and creation of new tutorials. Awareness training of customer service skill sets through Call/Ticket Review.Customer ServiceMonthly and Weekly meetings (via phone or travel to site) with customers to review daily operations, review of key metrics/SLAs and maintain ongoing communications for continual improvements and awareness.Develop customer specific reports, targeting key metrics and KPIs through continuous customer communication and discovery.Procedure ManagementDeveloped and improved Service Desk Operations Manuals using common sense and concise language to increase readability and understanding for Team Members and Management.Focus to create process/procedures that meet or exceed customer expectations and SLAs. Enforcement of these expectations through communication and training.

Wayne, Pa

Promotion from Tier 1 Support Analyst due to performance. All previous roleresponsibilities in addition to:Provided bridge for management and team members. Escalation point for events which required leadership representation. Training of all new team members with a team size of approximately six full time employees.Daily communications with Management to ensure awareness and oversight of team events, SLA incidents, and short/long term projects and goals.Attended weekly/monthly meetings with customers as part of the leadership team. Developed customer reports that were continually improved.Documented new procedures/processes and cleaned up existing information. Created new formats in Word to standardize SOPs and other important processes.

Wayne, Pa

Help Desk support role which focused on balance of Customer Service, Troubleshooting, Technology proficiencies, and Process adherence.Supported Internal and External customers through phone, email, ticketing and monitoring tools. Worked an average of 30 incidents per day via phone, email, or monitoring alarm.Incidents managed through multiple ticket systems, monitoring tools, and call queues. Maintained a 1st response closure rate of +60% of reported incidents.Adherence of escalations to internal higher team support team or vendor, depending on process. Effectively managed SLA/OLA which were unique per customer/event.Effective troubleshooting of various issues including, general Microsoft applications, common applications (Browsers, Java, Flash, etc) and proprietary applications.Responded to event alarms by notifying customers, engaged appropriate escalation point (carrier and/or internal support team).