Joe Pritchett Email & Phone Number

Houston, Texas Area

Seeking to procure a help desk/IT support analyst position in the Houston, Texas area. I possess more than 20 years of help desk, desktop support, call center and customer experience.

Provided technical support for 6000+ users to ensure proper maintenance of workstations, printers and peripherals, and network connectivity. Respond to user service requests and expediently resolve trouble tickets to maximize system uptime. Handled more than 400 calls per month in a part time agent role utilizing my extensive knowledge of Remedy.

Plano, Texas

Responded to and resolved help desk phone requests from end users to ensure proper maintenance of PC's, servers, printers and network hardware issues. Utilized the Altiris trouble ticketing system and Microsoft Active Directory to accurately document, respond to, and track more than 600 calls a month. Responded to system outages and coordinated closely.

Responsible for researching $5 million in residential and commercial properties for both the prime and sub-prime lending markets. Conducted online research for the in-house Professional Appraisers for the sole purpose of making a determination on whether to foreclose on a property or not. Key AchievementsSaved the company more than $100,000,000 per year in.

Responsible for funding more than $260M in auto loans on a yearly basis. Also responsible for the verification of sensitive customer documents submitted by a network of over 800 national auto dealerships.

Responsible for managing all operational aspects of a 60 seat inbound call center which handled insurance calls from a base membership of almost 3 million customers. Improved quality monitoring scores and ensured consistency across three regions by implementing a new monitoring form and feedback delivery process. Net Result: Average quality scores were.

Responsible for the direct management of 17 inbound sales representatives in the National Sales Call Center. Recognized by upper management for excellence in maintaining high employee morale and productivity and proficiency on new contact management systems.

Responsible for the daily customer service operations for both internal and external customers.Identified and had corrected a billing issue which caused over 56% of the total call volume the call center. Net Result: Reduced total call volume by 37% thereby increasing overall service levels by 15%.

Developed a fully functional proactive teleservice call center from the ground floor including planning and implementing all facets of the department from its inception which encompassed coaching, motivating, hiring, morale building, training, budgeting, establishing performance standards, scripting, and project management.

Responsible for all sales and service operations including sales presentations, sales planning, promotions, order processing, and budgeting

Responsible for all inside sales and customer service functions including new client sales, customer retention, and problem solving. Recipient of multiple representative of the month, quarter, and year awards based on attendance, quality assurance scores, and leadership.

B.A, Geography

Education record