April 2018 - PresentIT Service Desk Project Lead for 2 campaigns: Intuit and FreedomPayManages day to day operations for both campaignsManages Client Metrics Satisfaction Rate in relation to SLAs set by the ClientTicket management and monitoring [through Service Now and SugarCRM/Zendesk]Creates and presents the Weekly, Monthly and Quarterly Business Reviews to the clientsPerformance ManagementDecember 2012 - March 2018IT Service Desk Lead - Ecolab… Show more April 2018 - PresentIT Service Desk Project Lead for 2 campaigns: Intuit and FreedomPayManages day to day operations for both campaignsManages Client Metrics Satisfaction Rate in relation to SLAs set by the ClientTicket management and monitoring [through Service Now and SugarCRM/Zendesk]Creates and presents the Weekly, Monthly and Quarterly Business Reviews to the clientsPerformance ManagementDecember 2012 - March 2018IT Service Desk Lead - Ecolab (EMEA, APAC, NA)First Level Support for the following:Uses Service-Now for ticket management (with ITIL)Reports various outages for Global OperationsSupport for Active Directory Support for SCCM repairSupport for VPN (Pulse Secure)Support for Mainframe configurationSupport for Pointman password adminSupport for Citrix (basic support)Support for Lotus Notes (basic support)Support for Microsoft Office Suite including Office 365, Access, Project Support for SAP configuration and password administrationSupport for PC Storage managementSupport for Break-fix and Hardware replacementsSupport for Hardware and Software requests.Uses Bomgar for remote assistanceEmail Support for Android and Apple devices.Performance Management of IT Service Desk AnalystsManages Service Level Agreement, Handles queue management, Quality Assurance Evaluations, Back office management and support (Email, Self-service and Chat) Computer and Applications troubleshooting (including android and iOS devices) and manages end user escalations. Show less