Provides support for customers calls and emails to resolve customer issues with ABC hardware, applications, connectivity and standard customer service related issues that arise from the customer's use of these ABC applications.Maintains a deep understanding of ABC system solutions and leverage the most relevant features/functionality when speaking with customers about their specific business issues.Documents potential system and process enhancement recommendations based on customer feedback.Independently facilitates systems training to end users and sales representatives in formal sessions such as scheduled classroom or web-ex training or in a one-on-one setting.Conducts product presentations and demos to current and potential customers as needed.Promotes ABC proprietary applications when communicating directly with customers telephonically, in written form or in person.Manages and resolves customer complaints; escalating to Manager and/or Sales Business Owner as necessary.Conducts research on new technology as requested in order to stay abreast of any new releases and features of business operating systems and software utilized by the organization.Documents customer interactions according to standard operating procedures in support of efforts to providing a consistent, high-quality customer experience.Manages and completes project ticket assignments to achieve desired results within the defined timeline.Supports Customer Systems Solution Specialists in the set-up and transition of new accounts or initiatives relative to ABC systems.

Respond to requests for IT support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. Responsible for documenting solutions to problems. On an ongoing basis, work to improve customer support processes and practices. Obtain and evaluate all relevant information to handle product and service inquiries.

Led the technical help desk, a team of five members supporting an international organization with a dozen remote branch offices, thousands of remote users, and local desktop support for the corporate headquarters. Managed the daily scheduling, performance review, and served as the escalation point for Tier 1 agents.Developed daily, weekly and monthly reports on help desk team’s productivity, including call answer time, trouble ticket volumes, and provided analysis on staffing recommendations based on that reporting. Instituted weekly meetings with management to discuss help desk performance. Created and provided training to the company to respond to increased cybersecurity issues.Audited billing records for outsourced services resulting in a reduction in costs of over $50,000 per year. Utilized recycling techniques for older hardware to reduce costs for hardware replacement, saving approximately $20,000 in new hardware purchases.

Multi-faceted role with both help desk responsibilities and administration of the email compliance system and supervise internal and external personnel in the use of that system. Help desk technical support including email system consultation and email troubleshooting. Supervision of third party and internal help desk members to monitor for proper resolution for all issues. Served as the contact point for all issues required escalation.Process development including creation of new procedures, documentation of all workflows, creation and presenting training to internal help desk members and other departments. Worked with intra-departmental groups to evaluate processes for compliance with SEC and FINRA regulations. Reporting provided to intra-departmental groups on regular basis. Billing audits completed monthly to verify accuracy. Additional ad-hoc reporting provided as requested.Data management and report creation utilizing the Caesar Financial system. Use of Informix4GL and SQL programming to create reporting for intra-departmental requests.

Project Management role in a client facing relationship for a Fortune 500 client. Managed SLA achievement, changes to the service desk deliverable, and daily monitoring of help desk performance and objective achievement.Analyzed and communicated improvement opportunities to the client and program management office. Managed all aspects of delivery of client services, including financial deliverables and reporting, asset tracking and customer database management.Oversight of help file creation, call management call coding structures, technical documentation, training materials, and all process development. Profit margin increased by 10% during tenure as Service Manager, all SLA and OLA goals were achieved or exceeded.

Created and maintained all process documentation for service desk use in Robohelp and Knowlix. Included Knowledgebase articles, call flows, and implementation of policies and procedures.Facilitated weekly incident and problem management reports to monitor for developing trends within the help desk and with onsite Technical Support. Suggested improvements based on the trend analysis in weekly meetings with client.Developed initiatives to improve performance, cost savings, and implement Six Sigma Lean methodology for continuous improvements within the Service Desk and client environments.

Served as second level of technical support for 30+ first level agents supporting government agency. Supervised agents on proper usage of tools, software, documentation, and provided point of escalation. Monitor agent calls and instruct on methods of improvement. Call monitoring recorded and part of agent yearly review. Lead agents through example of positive attitude and technical excellence.

Supported Windows 2000 and Windows XP, government proprietary software applications, and domain account administration. Interim Security Clearance gained for government agency support.Resolve or refer all incoming technical calls and monitor for completion. Monitor daily call log for necessary followups.