Eric Witt Email & Phone Number

- Creating and maintaining all training guides for new hires, delivering remote training sessions for teams in the USA and the Philippines.-Coaching analysts by providing 1-on-1 check-ins to review performance, offering feedback and guidance to enhance productivity and professional growth.-Creating and reviewing data reports in Service Now and Amazon QuickSight to identify trends for process improvement initiatives.-Collaborating with Tier 2 and Tier 3 teams to create process adherence via knowledge articles in ServiceNow, improving overall workflow efficiency and consistency.

-Monitored troubleshooting team chat, assisting Level 1 Service Desk analysts with questions and processes.-Reviewed misrouted tickets and incorrect processes, providing coaching and guidance for improvement.-Handled escalations from Level 1 Service Desk analysts, ensuring timely and effective resolution.

- Conducted monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices.- Monitored and evaluated randomly selected calls to assess adherence to service level standards.- Analyzed reports to identify root causes and trends, driving efficiency and quality gains.

- Documented all interactions in Cherwell Service Management, detailing troubleshooting steps and outcomes. - Utilized Azure Active Directory to verify and reset user multi-factor authentication settings.- Conducted training sessions for new hires, ensuring adherence to departmental standards.

Pittsburgh, Pennsylvania, United States

- Modified user access utilizing Active Directory. - Trained and mentored new employees, delivering feedback to enhance operational efficiency.

Pittsburgh, Pennsylvania, United States

- Utilized Cherwell Service Management to create and resolve tickets efficiently.- Managed user access modifications through Active Directory.

Pittsburgh, Pennsylvania, United States

- Developed and implemented new hardware and software systems to support organizational objectives.- Created budget proposals for Executive Director to review for board approval.- Supervised and trained new employees, interns, and volunteers in video production, overseeing their development across all areas.- Attended community outreach events to advocate for Pittsburgh Community Television's community producer program.- Taught advanced classes and workshops in video editing, social media strategies, and remote field production.- Maintained hardware and software in Mac and Windows environments