Joel Eisman Email & Phone Number

Philadelphia, Pa, Us

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 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.

· 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