Joel Eisman Email & Phone Number

Philadelphia, PA, US

Dover, Delaware, US

Blue Bell, Pennsylvania, US

• Managing 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.
• 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).

· 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