Jeff Emmanuel Email and Phone Number

· Successfully managed a team of 12 plus technicians, ensuring efficient operations and high-quality service delivery.· Oversaw technician scheduling for on-site troubleshooting, equipment delivery, and installations.· Conducted weekly reviews with each technician to ensure timely completion of tickets and tasks.· Provided daily supervision and guidance to the helpdesk team, promoting productivity and professional development.· Established and implemented effective procedures, coordinated schedules, and streamlined workflow processes.· Maintained comprehensive records of help desk requests and addressed customer complaints promptly.· Demonstrated exceptional communication, leadership, and customer service skills.· Organized, directed, and monitored daily activities of the help desk staff to maximize efficiency and customer satisfaction.· Proactively addressed questions and recommended solutions to customer and end-user issues.· Monitored service calls to ensure adherence to company policies, technical accuracy, and professional conduct; offered constructive feedback as necessary.· Analyzed productivity of the help desk staff, generating reports to drive improvements and optimize performance.· Acted upon additional responsibilities assigned by management to support operational efficiency.· Regularly prepared and presented service ticket reports to management, effectively communicating challenges and proposing solutions.

· Provided tracking and maintenance for 1500 assets across Washington Nationals, Lerner Corporation and its subsidiaries. · Onboarding and offboarding employee equipment.· Installation and Relocation of Assets. (Laptops, Desktops, Tablets, Phones and Printers)· Assigned/ resolved 20 + tickets per day through Service Desk Plus Ticketing system. · Developed and maintained documentation including standard operating procedures, equipment installation methodologies, project plans and environment configurations· Provided IT Support for Windows OS, Outlook and Microsoft Office issues· Maintained hardware and peripherals· Responsible for upgrading and replacing asset inventory quarterly· Responsible for the annual refresh of out of warranty assets ( Switches, Routers, Desktops, Laptops, Tablets, Cellphones)· Provided on-site and remote desktop support for end-users· Coordinated on-site & off-site visits as needed for system troubleshooting, new system setup & disposals.· Maintained accurate inventory records of all production, loaner, and stock equipment and provided precise reporting of all technology equipment on demand· Reviewed & processed IT Service Requests for hardware, software, peripherals & mobile devices· Partnered with designated vendors to obtain product quotes and track purchases· Tracked order statuses and addressed delivery/availability issues· Performed periodic inventory audits to ensure accuracy· Provided management with regular reports to demonstrate inventory accuracy· Responded to and resolved all support requests/inquiries utilizing established procedures and escalations

• Policies and Procedures- actively support the implementation of operational policies, procedures, and systems• Housekeeping and safety- maintain a clean and safe work environment• Customer service- provide and maintain outstanding service to our customers by maintaining attention to detail and completing assigned work in a timely manner

· Processed requisitions from seven clinics and pharmacies in the MCV consortium.· Placed orders with multiple vendors· Verified inventory through cycle counting of merchandise· Maintained inventory- ensure an accurate accounting of inventory at all times· Actively support the implementation of operational policies and procedures.· Tracked pharmaceutical products through multiple channels· Data Entry using Access