Finding the best and the brightest to work for a great company

Duties include the use of Boolean and semantic search methodology within social networking websites and search engines to identify and generate the names and contact information of passive candidates for our recruiters. Including searching the internet to find candidates from organizational membership websites, forums, blogs, and homepages.

Volunteer board position with the Arizona chapter of the Help Desk Institute

Managed a team of Service Desk Technicians - first level diagnosis and triage of IT issues (software, hardware, connectivity issues, incident identification, etc) presented by 2500+ end user internal customers. Certified in Dell laptop and desktop repair. Led team to meet team metrics (KPIs): first call resolution %, average speed of answer, call abandoned %, and average handle time, all under goal for my tenure. Accountable for meeting PCI and SOX audit controls for account creations and… Show more Managed a team of Service Desk Technicians - first level diagnosis and triage of IT issues (software, hardware, connectivity issues, incident identification, etc) presented by 2500+ end user internal customers. Certified in Dell laptop and desktop repair. Led team to meet team metrics (KPIs): first call resolution %, average speed of answer, call abandoned %, and average handle time, all under goal for my tenure. Accountable for meeting PCI and SOX audit controls for account creations and terminations, ensuring requests were submitted at proper authority level. Gathered and generated data to support y/e audit. Generated monthly management reports related to CSAT and call metrics. Worked closely with stakeholders from Service Management, Information Security, IT escalation teams and key business leaders on enterprise wide projects including OIM identity management rollout, service management tool selection and enterprise wide drive encryption products and on incident escalation procedures and responsibilities. Instituted and managed customer satisfaction surveys in an effort to continually improve service levels. Maintained knowledge management system, key reference point to aid in issue resolution, Show less

Responsible for staffing; interviewing and hiring of 7 phone-based support Technicians supporting an internal customer base of approx 2500 end users.Accountable for maintaining KPI metrics around talk time, abandonment, speed of answer and time to resolve. Led team to 92% first call resolution while handling an average of 1400-1700 calls monthly, with customer satisfaction survey results indicating 97% positive response. Implemented process improvements that reduced Service Request… Show more Responsible for staffing; interviewing and hiring of 7 phone-based support Technicians supporting an internal customer base of approx 2500 end users.Accountable for maintaining KPI metrics around talk time, abandonment, speed of answer and time to resolve. Led team to 92% first call resolution while handling an average of 1400-1700 calls monthly, with customer satisfaction survey results indicating 97% positive response. Implemented process improvements that reduced Service Request processing times by 15% YoY. Created enhanced reporting (via dashboards) of ticket resolution that ultimately resulted in adding two new headcount to department. Show less