Ek Viriyapong Email & Phone Number

Nashville, Tennessee

Team Lead / Technical Support EngineerManaged a team of 15 - 20 local and remote service desk technicians, to provide global IT support services for all Honeywell employees, mainly across the US, with over 100+ sites. Interviewed, trained, coached, and mentored all technicians at the Nashville site. Served as a point-of-contact for escalations of all issues related to the service desk and other support teams, as well as, assisting with special requests from the customers.• Provided statistical and performance feedback involving time adherence, individual error rates, and CSAT/DSAT information to management weekly. Resulting in more real-time coaching and instruction.• Administered 1x1 performance reviews, to technicians, to ensure all SLA and CSAT metrics are met. Team was recognized for constantly meeting/exceeding metrics.• Created databases to identify errors and drove down error rates by strategically attacking the source/cause of the errors.• Successfully collaborated with the client to enhance understanding and improve services at the service desk. With a focus on Major Incident Management, Logical Access Groups, and Site Support Teams.• Established work procedures and processes that supported company and departmental standards, procedures, and strategic directives.• Collaborated with management and other team leads weekly to ensure the correct procedures were followed and updated management on progress or areas of improvement.• Subject matter expert (SME) involving SAP support management. Helped streamline on-boarding and training.

2053 Lascassas Pike

• Owned and operated a full service restaurant.• Carefully interviewed, selected, trained and supervised staff.• Led and directed staff on effective methods, operations and procedures. • Ordered, received, organized, stocked and maintained inventory.• Balanced and closed out all of the servers daily transactions. • Handled various accounting transactions.• Effectively managed payroll and timekeeping, including completion of the proper paperworkfor new hires and terminations.• Maintained friendly and professional customer service with customers and vendors.