Johnny Evans Email & Phone Number

Louisville, Ky, Us

Louisville, Kentucky, United States

700 Distillery Commons

• Cross-Functional Leadership: Collaborate with Project Manager on Event and Change Management initiatives. - Work closely with clients, ranging from small businesses to enterprise-level organizations, to ensure maximum uptime through proactive IT support. • CRM Systems Management: Developed and managed CRM systems that provided accurate data related to incidents and customer satisfaction. Created workflow rules based on ITIL best practices to enhance department performance. • Staff Leadership & Management: Lead a team of Tier 1 and Tier 2 technicians, overseeing incident escalations and ensuring exceptional customer service. • Security: Recommend and implemented knowledge base solutions, securely storing data in the cloud using third-party services. • Data Analysis & Dashboard Development: Designed interactive dashboards with performance metrics to help staff assess and improve performance. • Research & Development: Interact with [Number]+ clients weekly. Researched and delivered tailored solutions based on specific client requirements. • Standard Operations Development: Train staff on policies, procedures, and best practices, focusing on ticket quality, follow-through, and improving client communication.

St Matthews Louisvile

• IT Support Operations: Supported small and large businesses with varying network infrastructures, several large businesses with over 100 users. • Helpdesk Team Management: Managed Service desk and Dispatch team members. Defined job responsibilities for staff. Creating daily task lists to assist with accountability. • Customer Service: Gathering metrics from surveys and following up with clients to ensure client satisfaction. • Technology & Tools Management: Decided and suggest tools that helped improve IT service delivery (e.g., ticketing systems like Jira Service Desk, Zendesk, or Freshdesk).• Automation: Implemented workflows, automations, and scripts to streamline tasks and improve response times. • Incident Management: Oversee the triage, prioritization, and resolution of technical issues reported by employees (e.g., hardware failures, software glitches, access problems• Monitoring & Reporting: Regularly review service desk metrics (e.g., average resolution time, open tickets) and create reports for upper management. • Scaling & Service Desk Function: Evaluate and continuously improve processes. This includes refining workflows to accommodate increasing numbers of users and support requests.

Louisville Area, Kentucky

• Customer Service Excellence: Consistently provided exceptional customer service by taking ownership of support tickets, proactively following up with users, and addressing issues with urgency to meet or exceed performance expectations. Achieved a 99.9% satisfaction rate on customer surveys, with the highest global response rate across the Service Desk team, demonstrating strong commitment to user experience and support quality. • First Point of Contact: Delivered first-level technical support to colleagues via chat, email, and phone, ensuring prompt and effective issue resolution. Diagnosed, troubleshot, and resolved a wide range of hardware and software issues, maintaining a high level of technical accuracy and minimizing downtime. • Reporting & Documentation: Efficiently gathered, documented, and analyzed issue details, ensuring proper escalation and routing to Tier 2 support when needed, adhering to established service-level agreements (SLAs).

Education record

Education record