Johnny Hammers Email and Phone Number

Overseeing the effectiveness of Service Desk in lieu of a Service Desk Manager, ensuring that consistency and quality is maintained and that service targets are met. SLA's and KPI's reported every week. Training Service Desk Team.• Supported over 200 clients including over 1500 end user devices, servers, and firewalls. • Partnered with clients to resolve technology issues with on premise and cloud-based technologies (i.e. Server Management/Administration, Active Directory, Azure, Firewall, WIFI, workstation, and other client technologies).• Managed and resolved over 40-80 tickets per week. • Prioritized service desk tickets to ensure timely completion, SLA compliance, and client satisfaction. • Collaborated with Service Desk Team members on client issues to resolve issues and ensure compliance with client SLAs.• Documented all support incidents, troubleshooting process steps, and resolutions to build and maintain Service Desk knowledge base.• Improved “First Response” SLA by 22% (and maintained over 95% going forward) through implementation of morning stand ups for focused review, re-prioritization, and collaboration on problem service tickets.• Developed “Completion” SLA and actively managed service tickets for team to achieve and maintain over 90% metric. • Trained and provided on-going coaching to Service Desk team members.• Managed “On Call” program for 24/7 coverage.• Recruited and onboarded new Service Desk team members.• Managed Alliance Technologies’ physical security systems program.• Monitored over 200 clients’ systems to identify and resolve security incidents.• Managed security incident investigation processes.• Provided on-site support for clients’ device management including re-imaging and replacement for security related issues. • Partnered with Systems Operation Center for incident management and issue resolution.• Trained Service Desk Team members on security incidents and investigation/resolution processes.

Ensure customer satisfaction by providing first and second level Help Desk support via telephone or email for hardware, software, connectivity, and product specific incidents or work requests.