Jeff Koettel Email & Phone Number

Irving, Texas, United States

Irving, Texas

Daily Management of Service Desk Operations consisting of 20 employees who provide technical support and customer service to 65+ clients that contract with us for outsourced IT support. Responsible for hiring, training, and management of all Operations employees. Responsible for many back-office operations tied to client billing, HR services, recruiting, and building management.

Irving, Texas

Management of Service Desk / IT operations consisting of 12 field technicians located in various offices across North America. We resolved issues surrounding workstations, servers, phones, networking equipment, and general office and plant machinery. Responsible for purchasing, staffing, user provisioning, ticketing software, and metrics.• Designed and launched self-service portal for help desk tickets. Performed extensive data manipulation for historical reporting. • Implemented metrics that began to highlight trends and areas for improvement.• Developed problem resolution database and change management tool.• Created repeatable training curriculum to remotely train new staff over a 5-day period.• Partnered with HR to rebuild on-boarding/off-boarding procedures for all staff.

Addison, Texas

Management of IT Help Desk operations with a heavy focus on total customer experience. Directly managed 8 technicians responsible for solving technical issues surrounding workstations, mobile devices, office equipment, software, and VOIP phone system. Responsible for equipment procurement and deployment for all offices. • Created goals and metrics to improve response time and productivity, reduce call abandonment, improve documentation, and drive more efficient operations. • Redesigned procurement process resulting in 40% faster delivery/build time.• With employee feedback, rebuilt ticket classification process resulting in faster documentation and more accurate data for yearly IT reports.• Completely reworked IT Assessment Reports for 42 franchised offices to help them better understand and manage their IT infrastructure and needs.• Rebuilt the customer survey to collect more valuable feedback that measured both individual and team performance. Average satisfaction climbed to 97% positive.

St. Louis, Missouri

Managed two different departments within Member Services department.Manager, Member Contact team (2005 – 2006)Responsible for project managers and data entry personnel tasked with maintaining the Member Information directory for 25,000 banks worldwide. Daily operations included staff management, proposal review, budgeting, database quality control, and member communications. Partnered with internal development teams to strategically develop data storage solution, billing solution, and end-user experience. Manager, Online Solutions & Services Help Desk (1999 – 2005)Management of 24-hour international technical Help Desk. Responsible for daily operations including staffing, training, application incident reporting, and metrics. Developed both user and technical procedures for online portal software applications.• Designed and implemented department reorganization to address the increase of web-based applications hosted on global online platform. Employee morale increased from 46% satisfaction to 63% sustained satisfaction.• Implemented Customer Service techniques to improve internal partner satisfaction. Annual survey results improved from 66% satisfaction in 2000 to 90% in 2005.• Recipient of a 2004 Priceless Idea Award. Defined and implemented a strategy that unified the customer experience between technical and business-focused departments, resulting in a “one voice” concept for customer support.

Town & Country, Missouri

Managed all daily operations with responsibilities for staffing, customer service training, technical training, performance management, retails sales and concession inventory. Directly supervised 50+ employees, technicians, and supervisors. Generated advertising, marketing, and public relations initiatives.

B.A., Communications

Education record