Gregory Dickensheets Email & Phone Number

Harrisburg, Pennsylvania

Chambersburg Pa

• Created and updated reports that were given to the client on a weekly and monthly basis.• Delegated work to agents as necessary such as Customer Service feedback and ticket scrubbing.• Worked with agents on progressing his or her professional development and yearly reviews.• Review and altered contracts as necessary if additional work was requested by the client.• Created Excel macros to randomly perform quality checks on tickets• Trained Service Desk agents on utilizing the CA Unicenter Service Desk and Service Now ticket systems.• Took supervisor escalation calls from service desk agents in regards to a callers issue.• Performed on call duties and worked the necessary hours for ticket escalations, outages, or agent absences.• Monitored agent calls in order to give suggestions on how to improve their customer service and technical skills.• Created and altered necessary shifts, breaks, and lunches for the agents based upon call volume.• Redesigned the facility in order to integrate a new helpdesk.• Hired the necessary agents that would be utilized for the project.• Worked closely with the outgoing contractor in gathering the necessary knowledge content in order to perform the duties as outlined in the contract.• Redesigned and maintained the monitoring tool utilizing Microsoft Access connected to a mySQL database.• Worked closely with consultants and system administrators on deployment of helpdesk ticket systems.• Backup administrator to the facilities servers for maintenance by updating them with the latest Windows patches.• Utilized Cisco tools to create and update ACD accounts for call center agents• Helped create and maintain the sites Active Directory environment.

Chambersburg Pa

• Worked as an evening work flow coordinator and tracked outages, misroutes, and high priority tickets.• Posted outages on the telephone and ticket system.• Developed and maintained a backup ticket system utilizing classic ASP WebPages integrated with a mySQL database.• Assisted other technicians in finding resolutions to unique technical issues.

Chambersburg Pa

• Took inbound telephone calls and attempted to resolve a caller’s technical issues involving network connectivity problems, software installations, and password resets• Processed incoming e-mail and routed tickets to the appropriate groups in a timely manner• Started trained new Service Desk technicians.• Assisted on testing a newly deployed CA Unicenter ticket system to ensure ticket integrity.• Worked closely with multiple outside groups in regards to getting status updates on caller’s tickets.

Tampa/St. Petersburg, Florida Area

• Communicated with all levels of the organization to resolve a customer’s particular issue.• Passed qualified leads to the respective Telesales representative, Account Director, or Channel Representative.• Performed customer upgrades by either submitting the corresponding form that applies to the software or by calling the orders desk.• A reference point for the department for technical questions of CA software.• Processed e-mail and took phone call on customer’s needs and concerns about CA Products• Assisted with the integration of the PestPatrol accounts during the integration phase• Worked on updating accounts and lead information located in Salesforce.

Mechanicsburg Pa

• Redesigned the Access reporting tool to reduce size and make it a more user friendly system.• Maintained existing reports and created new reports for internal personnel and company clients.• Verified that monthly reporting was sent to internal personnel and company clients.• Helped install and administer the Call Center Anywhere version 6 and their accounts on the companies Telephony servers. • Updated the Call Center Servers with necessary Windows system patches.• Worked on routing phone and Ethernet lines to ensure the necessary phone jacks were responsive.

B.S., Information Systems, 3.4

High School Diploma

Activities and Societies: Marching Band, Symphonic Winds, Concert Band, Choir