Gary Eagle Email & Phone Number

United States

Somerset Nj

Hopwwell,Nj

• Met or exceeded SLA’s scheduling, quality monitoring, mentoring and training. • Met monthly time to answer SLA through efficient scheduling and monitoring of call queues.• Improved Call monitoring scores to 94/100.• Improved Customer survey results 4.6 /5.• Achieved my own average customer survey results of 4.6/5.• Resolved level 2 issues accurately and in a timely manner. • Successful completion as project lead for transition of Knowledgebase articles from EKMS into Service Now.• Collaborated and provided reporting and analysis to business unit managers assisting in timely rollouts of Windows7, Concur expense reporting, Salesforce.com, Interact, Nexus, SCCM.• Startup of 2 satellite Help Desk projects. Traveled to locations and trained new analysts on SOP’s SLA’s, Service Desk Processes, hardware, software and client business needs.• Several recognition awards for going above and beyond.• Quality lead performing call monitoring, enter results into NICE scorecard application. Review results with analyst providing feedback and guidance for improvement.• Review client survey results, respond to clients concerns, implement process improvements, report results to upper management, provide feedback to analyst.• Complete individual analyst monthly performance reviews.• Conduct monthly 1 on 1 reviews, team meetings.• Level 2 support for escalated Help Desk tickets.• Follow up on client complaints, create root cause analysis and corrective actions.• Reporting on call types, call volume, trends to various cross functional business units.• Create and facilitate quarterly PowerPoint presentations to business unit executives.• Assist automation team with offsite hardware refresh projects involving over 1500 laptops/IPADS.• Configure and monitor agent skill sets and call activity using Avaya 1 X Supervisor to meet SLA targets.

Skillman, Nj

Responsibilities: • Phone support for hardware, software, printers and applications for Field Sales force of 3500 users.• Total ownership of tickets, responsible for timely resolution and follow up on open issues.• 25- 30 calls day average.• SMPP (Subject matter point person) for applications Navigator, Callmax, TE expense reporting, Outlook,• Remote connectivity. Accomplishments: • Several spot awards for outstanding customer service.• Promoted from analyst to senior analyst.• Promoted from senior analyst to team lead responsible for the night shift crew.• Participated in completion of laptop refresh project of 1500 users at client offsite POA meeting • Completed Knowledgebase transition project from Lotus Notes into EKMS.

North Brunswick, Nj

Help Desk Analyst supporting Johnson & Johnson.* Phone support for hardware, software issues.* Desk side support role as needed.* Active Directory support* Project point for rollout of new internal application.

Electronic Technology

Data Center Support

Help Desk Administration

Aas Business