Joel Eisman Email and Phone Number
Joel Eisman work email
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Joel Eisman personal email
I have always loved solving problems, which led me to a career in technical support and troubleshooting. As an innovative leader, I offer more than 15 years of experience resolving complex incidents, owning escalations, and managing help desk requests. I am also a collaborative and strategic team coach committed to empowering my teams to deliver results. I have a demonstrated history of shaping cultures of problem-solving, continuous improvement, and collaboration with an emphasis on empathy for the user experience. I am also adept at managing key projects to ensure business goals are met. What sets me apart is my focus on creating training and development opportunities that encourage internal growth and a passion for building teams that can act independently to resolve challenges as they arise. I am a personable communicator who is skilled at breaking down technical issues and details for both IT and business teams, acting as a liaison to stakeholders across an organization.
Brightview Landscapes
View- Website:
- brightview.com
- Employees:
- 5137
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Help Desk And Incident ManagerBrightview LandscapesPhiladelphia, Pa, Us
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Service Desk ManagerChesapeake Utilities Jul 2024 - PresentDover, Delaware, Us -
Help Desk And Incident ManagerBrightview Landscapes Jan 2012 - Aug 2024Blue Bell, Pennsylvania, UsManaging operations for a 12-person IT Help Desk and overseeing incident response, I ensure timely resolution to technical issues and respond to escalations to prevent recurrence. In this role, I support more than 14K end users across 250 locations. I review, analyze, and prioritize our workflow; track performance metrics to identify gaps and areas of improvement; and design training programs to enhance technician capabilities.Selected Achievements:• Spearheaded the rollout of an ITIL framework for the Help Desk, including analyzing and documenting current processes, recommending process improvements, and driving automation.• Collaborated on the development of a self-service portal for internal teams, enabling individual resolution of simple technical tasks (such as password resets and equipment requests) without IT involvement.• Revamped our customer satisfaction survey process by streamlining the request process and introducing a five-point scale to enhance the user experience, resulting in an 8% improvement in response rates.• Shaped a culture of learning and continuous improvement across my team, which included the creation of learning and development (L&D) programs to ensure cohesive, consistent operations in alignment with SLAs.• Developed a Help Desk training program to support the merger of Brickman and ValleyCrest, as well as led cross-training initiatives to unify teams under one brand (BrightView).• Led incident management for Level 1 and 2 incidents by assessing the impact, identifying root causes, and engaging key stakeholders to ensure timely restoration.• Defined strategies for prioritizing and escalating incidents in a fast-paced environment, as well as developed incident reports to detect trends and prevent future outages.• Served on the IT Security Governance team tasked with assessing security incidents, identifying patterns, vulnerabilities, and threats, and creating resolution strategies.
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Help Desk SpecialistThe Brickman Group Mar 2008 - Jan 2012· Answered help desk calls and provided prompt support; Tracked calls through the ticketing system and assigned appropriately· Monitored remote network locations and troubleshot network outages
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It SupportHavis-Shields Equipment Corp Jan 2006 - Apr 2008
Joel Eisman Skills
Joel Eisman Education Details
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Drexel UniversityInformation Technology
Frequently Asked Questions about Joel Eisman
What company does Joel Eisman work for?
Joel Eisman works for Brightview Landscapes
What is Joel Eisman's role at the current company?
Joel Eisman's current role is Help Desk and Incident Manager.
What is Joel Eisman's email address?
Joel Eisman's email address is jo****@****ast.net
What schools did Joel Eisman attend?
Joel Eisman attended Drexel University.
What skills is Joel Eisman known for?
Joel Eisman has skills like Troubleshooting, Customer Service, Microsoft Office, Computer Hardware, Access, Windows 7, Sharepoint, Process Improvement, Microsoft Excel, Team Building, Windows, Active Directory.
Who are Joel Eisman's colleagues?
Joel Eisman's colleagues are Kimberly Hill, Karen Klein, Ke Sa, Adrian Hodges, David Morales, Larri Werner, Josh Nickle.
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