-Utilized Service Now and Netsuite to track and manage incidences. -Through proper training and coaching, the service desk team achieved 90% SLA on inbound calls-Participate in the candidate selection, interview, and hiring process for new team members-Utilize reports to evaluate data trends and root causes-Responsible for ensuring cases are resolved within SLA by prioritizing critical incidents-Obtained 75% first call resolutions to prevent future workload-Create and maintain vendor and client relationships-Provide level 3 support and act as a final point of escalation.-Apply knowledge of SCCM, AD, Powershell, VNC, and other various tools to troubleshoot and provide remote support to clients.-Troubleshoot network and connectivity issues.-Establishes and maintains client communications to ensure transparency and collaboration-Prepared and maintained a schedule for 20+ employees that answers over 1500 calls weekly. -24/7 365 help desk that supports over 6,000 restaurants in Point of Sale and takes over 8000 calls weekly.

-Receive technical escalations and research for possible resolutions-Create documentation and assist on training new procedures-Guide on site technicians through proper troubleshooting and installation-Consistently received positive feedback from callers