As the IT Service Desk Manager, I am responsible for oversight of the Service Desk located both in San Diego, CA and Phoenix, AZ. I work closely with all aspects of IT assisting and handling various items such as:* Incident Management* Change Management* Audit Review* Hardware ordering and inventory management* Creating and auditing the following policies and procedures: * New Hire Policy * User Termination Policy * Hardware Standardization for… Show more As the IT Service Desk Manager, I am responsible for oversight of the Service Desk located both in San Diego, CA and Phoenix, AZ. I work closely with all aspects of IT assisting and handling various items such as:* Incident Management* Change Management* Audit Review* Hardware ordering and inventory management* Creating and auditing the following policies and procedures: * New Hire Policy * User Termination Policy * Hardware Standardization for all Employees * Service Level Agreement (SLA) timings and Adherence* Knowledge Managment including the creation/standardization of templates and knowledge engine usage.This position requires ensuring that the Service Desk team maintains a high level of customer service as well as technical knowledge to ensure customers get the appropriate assistance they need with their issues and/or requests and that they are handled quickly and efficiently. Show less

As the Senior Manager of Operations, I am responsible for numerous areas of the IT department.My time is spent managing the Production Support, Helpdesk, on-site support, and maintaining the communication and setting appropriate expectations with the business at large.With Production Support, it's my responsibility to ensure they are up-to-date with their processes and knowledge of various Production applications and services. Those include, but are not limited to, Oracle PBCS… Show more As the Senior Manager of Operations, I am responsible for numerous areas of the IT department.My time is spent managing the Production Support, Helpdesk, on-site support, and maintaining the communication and setting appropriate expectations with the business at large.With Production Support, it's my responsibility to ensure they are up-to-date with their processes and knowledge of various Production applications and services. Those include, but are not limited to, Oracle PBCS, Azure Data Warehouse, SQL Data Warehouse (legacy), MRI, and Salesforce.With the helpdesk, I maintain the relationship with the management teams at the vendor. I've created a central wiki that is used by the helpdesk to assist with troubleshooting and working incidents more efficiently. I am in constant communication with the helpdesk to ensure that they are always following the latest process. I also meet with the management teams each week to review metrics and overall health of the helpdesk.With the on-site support, I have a team of two individuals that are designated to be deskside support and assist the users on-site with any issues that they experience. They work through the same ticketing system that the helpdesk uses and I review their performance via metrics from that ticketing system.As the Senior Manager of Operations, I am the "face" of the IT department at VEREIT. I am responsible for communicating with the appropriate areas of the business when something is going to be affecting them in any way. Show less

As Service Delivery Manager, I've been responsible for many different projects and processes. These include:1. Being the face of Information Technology for the business. I communicated regularly to the business of IT-related matters. This included communications to the entire business when a key technology was having work done or would otherwise be unavailable at a certain time. I would have planned maintenances by attending CAB meetings. When a production issue hit our environment… Show more As Service Delivery Manager, I've been responsible for many different projects and processes. These include:1. Being the face of Information Technology for the business. I communicated regularly to the business of IT-related matters. This included communications to the entire business when a key technology was having work done or would otherwise be unavailable at a certain time. I would have planned maintenances by attending CAB meetings. When a production issue hit our environment unexpectedly, I would communicate with the business every step of the way so that they were aware of what was happening, how it was affecting them, and when the issue was resolved. I worked with any number of teams in order to make sure that the right people were doing the right work in order to get the issue resolved in a timely manner.2. Incident management between three different helpdesks. We have different helpdesks for different areas of the business or different technologies, and I've worked diligently on the creation and review of automated reports showing incident backlogs, aging, VIP incident tracking, and more.3. Migration of the helpdesk to a new provider. This project involved ensuring a smooth transition to a new helpdesk provider and ensuring there was no gap in coverage for the business. I worked with the oncoming helpdesk to ensure they were properly trained and had a solid foundation for beginning to support our environment.4. Documentation creation and maintenance. I'm extremely proud of my ability to create and maintain various levels of documentation to be used by both the helpdesk and our internal teams in order to facilitate their understanding of our environment so that they can assist our business more effectively and provide timely resolutions to issues.Being a Service Delivery Manager means that I'm responsible for the delivery of services to the business, and ensuring that the business received the highest quality of service and performance possible. Show less

During my time as a Support Center Supervisor I have accomplished the following:1. I lowered the incident backlog of our heaviest volume customer by 48%. I accomplished this by working directly with the customer, establishing efficient procedures for the helpdesk to handle. I communicated all procedural changes to the team, and performed training where needed.2. I created and generated helpdesk metrics on a weekly basis and presented them both to my management team as well as… Show more During my time as a Support Center Supervisor I have accomplished the following:1. I lowered the incident backlog of our heaviest volume customer by 48%. I accomplished this by working directly with the customer, establishing efficient procedures for the helpdesk to handle. I communicated all procedural changes to the team, and performed training where needed.2. I created and generated helpdesk metrics on a weekly basis and presented them both to my management team as well as the customer's executive management. These metrics include incident backlog count, resolved incidents per team (Windows, Helpdesk, Network, VoIP, etc.), and phone metrics. I commonly used Pivot tables within Excel in order to illustrate successful trends and provide a more visual look to the data.3. I worked on-site at the customer facility one day per week in order to meet with them and have a company presence. This was especially important in building and maintaining a positive rapport with the customer.4. I conducted a weekly audit of all major user management in Active Directory, Microsoft Exchange, and customer-specific applications to ensure that the process was understood and being followed. I also reported these results to the customer in a weekly meeting. Due to these efforts, I am proud to say they have succeeded in producing a 0% error rate.5. I work closely with each disciplines team (Windows, Network, VoIP, etc.) to monitor and help manage their incident queues. I would dedicate time to investigate any aging incidents and research solutions on how to move forward in order to close them out.Throughout all of my work as a Support Center Supervisor, I always remained on-call in case anyone ever needed to reach out to me to ask questions or get advice on how to work an issue. My dedication was always to the helpdesk and to the customer, to ensuring that we provided the best service with the most positive results. Show less

The Incident Analyst position was very much like the Tier 2 position I previously had, however a lot more technical. I did a lot more work with Windows servers, utilizing Active Directory, MS Exchange, and using different 3rd party programs such as Websense, Red Condor EdgeWave, etc. On top of the technical work, I specialized in administering the knowledge base for the team and creating procedural documents.

My duties as a Tier 2 involve ensuring that my team is up-to-date on new processes and procedures. I am their first point of contact when it comes to any issue they need assistance with. I provide the training for any new-hire and continuously do follow-up training with any employee if they should require assistance. Aside from direct support of my team, I audit documentation whenever I find an out-of-date process. I take it upon myself to ensure that all process documentation can be easily… Show more My duties as a Tier 2 involve ensuring that my team is up-to-date on new processes and procedures. I am their first point of contact when it comes to any issue they need assistance with. I provide the training for any new-hire and continuously do follow-up training with any employee if they should require assistance. Aside from direct support of my team, I audit documentation whenever I find an out-of-date process. I take it upon myself to ensure that all process documentation can be easily followed and that there are no questions about it. I have worked closely with the Customer Management Team and gladly take on any project that I can. Due to this, I have taken on numerous projects over the years for various resource groups within OneNeck. I take a lot of pride in the work I’ve done in the Support Center and always want to ensure that the employee’s are giving their best to the customer. Show less

My responsibilities as a Level 1 Support Center Representative was answering phone calls and e-mails from customers and assisting with their technical issues. I was also responsible for the system monitoring of customer systems through Nagios and escalating issues to higher level administrators. The issues resolved at my level ranged from password resets for accounts based in Unix or Windows systems to following lengthy procedural documents to achieve a resolution. Adhering to the established… Show more My responsibilities as a Level 1 Support Center Representative was answering phone calls and e-mails from customers and assisting with their technical issues. I was also responsible for the system monitoring of customer systems through Nagios and escalating issues to higher level administrators. The issues resolved at my level ranged from password resets for accounts based in Unix or Windows systems to following lengthy procedural documents to achieve a resolution. Adhering to the established process was very important to ensure a consistent and friendly experience for each customer. Show less

I worked on the phone with customers assisting with a wide range of issues. This included DNS issues, e-mail and pop3 accounts, customer accounts and general troubleshooting associated with web hosting.

I started this position as a regular agent in 2004. In March of 2005 I got promoted to Team Leader. In approximately April of 2006 I got more responsibilities as I took on the position of Quality Assurance Specialist. I was responsible for monitoring case numbers for individual agents and ensuring the established process was effective and being followed. I was also responsible for ensuring data was pulled from a database and calculated correctly using Excel spreadsheets. I spoke with Hewlett… Show more I started this position as a regular agent in 2004. In March of 2005 I got promoted to Team Leader. In approximately April of 2006 I got more responsibilities as I took on the position of Quality Assurance Specialist. I was responsible for monitoring case numbers for individual agents and ensuring the established process was effective and being followed. I was also responsible for ensuring data was pulled from a database and calculated correctly using Excel spreadsheets. I spoke with Hewlett Packard management weekly and reported to them any happenings with the team. Show less