Eboni M. Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

 Consistently provided a high level of customer service and professionalism to a variety of partners and customers in complex and demanding situations  Supervised the work of the CSC Analysts and provided weekly feedback to manager and reps Identified coaching opportunities within the team and made recommendations to the manager based on what was observed Processed multiple types of requests daily, ranging from simple project requests to larger strategic project and milestone timing delivery  Influence and collaborate effectively with departments, Cox Automotive business units and all lines of employees Performed day to day roles of Desktop Support Analyst, while supervising the team as the technical lead and escalations point of contact for all issues.  Provided support to end-user community by resolving issues and reporting to End User Computing team and management. Provide training, process and procedures to increase First Level Resolution while identifying, evaluating and recommending process improvement opportunities Created reports to measure team members availability, ACD, and performance  Was responsible for analyzing weekly and monthly reports to see where areas of opportunity were and then presenting to Leadership ideas to improve  Systems used daily were BMC Software, Service Now, Avaya CMS, Outlook, Mobile iron tool and Excel, Active Directory, VPN

 Consistently provided a high level of customer service and professionalism to a variety of partners and customers in complex and demanding situations  Supervised the work of the CSC Analysts and provided weekly feedback to manager and reps Identified coaching opportunities within the team and made recommendations to the manager based on what was observed Processed multiple types of requests daily, ranging from simple project requests to larger strategic project and milestone timing delivery  Influence and collaborate effectively with departments, Cox Automotive business units and all lines of employees Performed day to day roles of Desktop Support Analyst, while supervising the team as the technical lead and escalations point of contact for all issues.  Provided support to end-user community by resolving issues and reporting to End User Computing team and management. Provide training, process and procedures to increase First Level Resolution while identifying, evaluating and recommending process improvement opportunities Created reports to measure team members availability, ACD, and performance  Was responsible for analyzing weekly and monthly reports to see where areas of opportunity were and then presenting to Leadership ideas to improve  Systems used daily were BMC Software, Service Now, Avaya CMS, Outlook, Mobile iron tool and Excel, Active Directory, VPN

Greater Atlanta Area

Tier 1 troubleshooting, re-imaging laptops. preparing laptops to be deployed, customer service, troubleshooting, problem solving

Greater Atlanta Area

Assist Sales Team with day to day operational activities including account assignments, reporting, field needs, etc

Tier 1 Desktop Support for AutoTrader.com employees

Assisting Dealerships with their AutoTrader.com advertising page...

Master Of Information Systems Management, Specialization In Project Management

Associate'S Degree, Business Information Systems, 3.75

Education record

Education record