Supervise a team of 20 employees as part of TD Bank's US Technology Service Desk - assisting internal employees with all technology related issues. Other duties include:* Continual additions/improvements to departmental Knowledgebase* Creation of instructional material designed for all Tier level of Service Desk* Compose and conduct training sessions on wide variety of topics, ranging from specific technical topics to process improvement to Customer Service* Front line metric reporting and analysis, effective use of live information to make staffing/other adjustments to improve Service Levels* Focus on Continual Service Improvement of both internal and external processes and procedures* Developing end user facing & oriented communication platform to market our Services and educate user base in simple language

Served a second level support in tiered service desk structure. Many additional responsibilities including direct escalation resource for staff of up to 25 employees.Provided exceptional customer service to internal employees with a wide range of technical issues. Incidents included a range of proprietary and third party applications/equipment. Following Total Contact Ownership strategies - ensured all incidents were addressed to customers satisfaction in a timely manner.

Initial Point of Contact for all TD Bank employees/contractors for all technology incidents and service requests. First level in Tiered Support Structure with focus on first call resolution, low call abandonment rate, high percentage of calls answered in timely fashion. Responsible for providing end users with information, restoring service, providing specific services, and escalating tickets to a higher level of support while maintaining the highest level of customer service.Supported a large scope of hardware/software & environments including, but not limited to:PC's, laptops, servers, branch equipment, mobile communication devices, printers, Novell, Windows, AD and Citrix environments, TD Mainframe, RACF, EncoreTeller/Platform, Maestro, ALSCOM, Lotus Notes Databases, MS Office, Outlook and OCS.