Jess Perreca Jr Email & Phone Number

Detroit, Michigan, United States

Grosse Pointe Woods, Michigan, United States

Grosse Pointe Woods, Michigan, United States

Troy, Michigan, United States

I was rehired by Data Tech Cafe to take on a newly created position as an Account Manager and liaison between the clients and the service desk. In this role, I am responsible for a range of tasks, including:- Conducting customer-facing visits and acting as the escalation point for all our clients reviewing ticket metrics and encouraging two-way communication making sure we provide the best possible experience - Handling inside sales, including all quoting and purchasing across multiple vendor channels for the best pricing- Managing project-related tasks, including serving as the project manager for all client on-boardings- Providing mentoring and assistance to the Service Desk Manager, as well as to all team members - Hold regular department meetings to facilitate an open flow of communication between the desk and clients. This allows us to share feedback with clients on emerging trends that could potentially lead to sales opportunities or projects, while also keeping the desk informed about client feedback.- Schedule and coordinate dispatch for our engineers for site visits/service calls, project implementations including structured cabling, and other services- Overseeing end-of-month billing close-outs for time, products, licensing, and PC counts- Conducting quarterly QBRs (Quarterly Business Reviews) and client road mapping, as well as warranty and PC replacement reviews- Being responsible for all CSP (Cloud Solution Provider) licensing orders and reconciliation- Ensuring quality control of the KB documentation tool and run-books (IT Glue)- Supervising the service desk ticketing system queues for Service Desk, Sales, Projects, Field, Purchasing & Distribution, and Account Management.

Royal Oak, Michigan, United States

As the Service Desk Manager, I was hired to oversee all aspects of the service desk and maintain positive client relations. This included monthly client visits, delegating service desk tickets, and tracking Service Desk ticketing metrics and KPIs in Autotask. I implemented processes and standards centered around KB documentation in IT Glue which resulted in ticket counts dropping from triple digits to and average between 30-40 a day, as well as IT project management and project implementation.

Madison Heights, Mi

I was initially hired as a Service Engineer and quickly advanced to the role of Service Desk Manager. As part of my responsibilities, I oversaw a team of eight service desk technicians and two field service technicians. To improve the efficiency of our operations, I implemented workflows and introduced an Automatic Call Distribution (ACD) model that helped us manage call and ticket volume more effectively. These changes resulted in a decrease in ticket volume while simultaneously increasing our first call resolution numbers.

Farmington Hills, Mi

As an IT Support professional at Wetzel & Associates, a Stewart Company, I worked to enhance the IT partnership with the organization and its internal clients. Additionally, I led a project team that successfully carried out the deployment of a company-wide Citrix Environment. Unfortunately, my position was eliminated after the company decided to outsource all IT and software support.

Farmington Hills, Mi

As a User Support and Customer Service representative, I provided assistance with company-supported computer applications and platforms, troubleshooting problems and advising on appropriate action for over 600+ employees. I was promoted to the role of Last Level of Support and Team Lead, where I was responsible for training and mentoring other Service Desk staff members while also serving as their Tier 3 support on escalated issues. I earned this promotion in September of 2013.