Ebony Williams Email & Phone Number

Bakersfield, Ca, Us

United States

Bakersfield, California Area

Irvine, California

Los Angeles, Ca

Communicate and manage existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official. Manage the Queue Management process for Enterprise Services and ensure cradle to grave satisfactory resolution per customer requirements. Ensure tickets are managed within the Service Level Requirement target as identified in the contract. Develops and/or initiates activities to enhance current customer Service Catalog/Service Portfolio in alignment with ITSM best practice. Guide the development of new or changed Service Management processes in accordance with customer Service Catalog. Responsible for designing/reporting Critical Success Factors (CSFs), Key Performance Indicators (KPIs) at regular intervals. Assists customers in identifying and documenting current and future service requirements. In coordination with the IT Services Management Office ensures that all new or changed Service Management processes align with organization initiatives. Develop, improve, and sustain assigned ITIL process areas in coordination with customer Process Owners. Generate process improvements that bring about measurable improvement in quality and/or efficiency.

Fort Worth, Tx

Assist with standup of Enterprise Service Desk in Ft. Worth, TX in Feb 2015. Developed and maintain Key Performance indicators to measure the success of the Enterprise Service Desk. Manage the overall team work plan, cultivate effective working relationships, empower others, and delivering on team commitments. Produced and implemented the on-boarding training plan for all new hires coming on-board for the Enterprise Service Desk. Manage the Service Desk as a business with emphasis on providing high quality of service to meet the needs of the customer in the changing business environment. Monitors and provides work order status information to the Enterprise Services Manager and/or Deputy Program Manager for Enterprise Services for reporting to higher management authority. Produce high level reporting metrics for Enterprise Service Desk to our government customer using Cisco Unified CCX Historical Reports.

Ft. Worth, Tx

Overseen 24x7 operations of support technicians and supervisors in two locations (Ft. Worth, TX and Huntsville, AL), creating an atmosphere of trust; encouraging improvement and innovation. Analyzed, and identified strategic process improvements to ensure successful and efficient call center productivity, including KPIs, SLA goals, and customer’s satisfaction survey rates according to our contractual obligations we have with our customer. Managed day-to-day delivery of Incident Management process. This includes driving and coordinating first call resolution with Field Operations, escalation (both technical and hierarchic), as well as coordinating all high priority incident support activities. Drive continual measurable improvements and reduce mean time to restore services.

Madison, Al

In 2007, I was initially hired as Tier II Helpdesk Support analyst. I provided technical support via phones and web for the US Army Corps of Engineers. Assisting customer with hardware and software problems. In July 2008, I was promoted to a Team Lead where I held that position for a year and a half. In that role, I performed on-call duties for 24 x 7 environment to assist helpdesk analyst with escalations during off peak hours, and published and posted major infrastructure outages across the enterprise. I also, assisted with customer escalations and ensured the customer’s needs were met. Offered process improvement plans by producing and implemented email templates in Remedy; which reduced some of the “down time” the service desk analyst spent off the phone in drafting emails and providing accurate information to the customer. In 2010, I was promoted to a Supervisor. In that role, I provided day-to-day feedback to help desk analysts, Problem Manager, and Vulnerability Management team members. Conducted monthly meetings, providing effective two-way feedback to motivate high performance and productive environment, to ensure the team is successful in the achievement of customer service goals. Worked closely with Data Center and Infrastructure teams within the Enterprise and introduced guidelines for dealing with multi-level communication issues, including enterprise-wide emails and voicemails, and Monitored the phone queues and analyst incident queues ensuring that the service desk works efficiently and effectively towards metric goals in 24 x 7 environment. Mentored and motivated the analyst at the Enterprise Service Desk to ensure the morale and enthusiasm of the helpdesk was high.

Master Of Business Administration (M.B.A.), Project Management

Bachelor'S Degree, Computer Science

Bachelor'S Degree, Computer Science

Activities and Societies: Zeta Phi Beta Sorority, Inc.