Josh Rutledge Email and Phone Number

When it comes to technology and innovation there is nothing more exciting to me. I have been in the world of technology for over 20 years and love the challenges and rewards that come with it. The greatest reward is hearing the praises from my customers when I am able to get them back up and running. Where some companies find it easier to tell you that a new product is the best solution, I will try not to. There are always going to be situations where the best solution is a new product, but I understand that sometimes this is not an option due to many different concerns. Before I do any work I will provide several different recommendations and the associated costs. I will also try to explain the short term and long term impacts of choosing a certain solution. I understand that technology has become a huge part of everyone's life and I want to try and make adapting that technology to your life as pain free as possible.

Product level, client facing, thought leadership and support for Marsh & McLennan's wireless and conferencing technologiesMaintain high levels of customer supportCoordinate activities with external service providersContribute to the development of communications, user documentation and training material, Conduct end user training for both wireless and conferencing activitiesAssist in the preparation of monthly reports and trend analyses detailing wireless and conferencing usageArticulate and drive key business device requirementsPosition business device launches on an enterprise levelIdentify and execute on key Smartphone bundling opportunities for the enterprise Refine the device ordering/inventory processes as applicable (single SKU with 'options' vs. multiple device SKUs) Process and manage wireless technology orders and provisioning, including activation procedures Coordinate, support and facilitate global conferencing services

Management:considering the costs of planned programs and keeping within budgets: assessing the return on investment of any training or development program is becoming increasingly important;managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization;monitoring and reviewing the progress of trainees by using questionnaires and through discussions with managers;evaluating training and development personnel;supervising the work of the training team;Training:working with the training team to:produce programs that are satisfactory to all relevant parties in the Global Service Desk;producing training materials for in-house courses;devising individual learning plans; ensuring that statutory training requirements are met;amending and revising programs as necessary, in order to adapt to the changes that occur in the work environmentassisting the training team to solve specific training problems, either on a one-to-one basis or in groups;Development:developing effective induction programs, using IT to produce training materials and manualsidentifying training and development needs within the Global Service Desk through regular consultation with business and support managers; designing and developing training and development programs based on both the organization’s and the individual's needs; evaluating training and development programs;keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses. Increasingly, having an understanding of e-learning techniques.

Provide support to internal colleagues for numerous software and hardware questions about various applications and systems.Serve as a go between for Service Desk Analysts and Upper level Support groups.Design and Implement new Processes for support of Applications.Manage a team of 6 Analysts in the Call Center environment.Update the Knowledge Base with new procedure and processes as well as remove any old and outdated entries.Develop metrics for the Tier 1.5 Internal Resolution Group for Management to show productivity of this group.Take place in Weekly meetings with Upper Level support groups to make sure that as a Service Desk we are providing the correct level of support on the Applications that are supported.

Monitor the Net Chat client to ensure that there is adequate coverage for incoming chats.Prepare and send the morning Report of Speed calls taken the previous day.Contact customers concerning their accounts and possible problems.Answer Support email with general troubleshooting steps as well as preventative measures.Gather requested information on open tickets and resubmit to the proper authority.Answer incoming calls from customers and field technicians concerning various billing and connection questions.Quickly and accurately determine what the solution to said problem is and direct the customer or field tech through correcting the issue.Escalate the issue to the proper authority if such an instance arises supplying all relevant information concerning said issue.Diffuse tense or irate situations while maintaining a sense of ownership of the call.

Answer incoming calls from customers and field technicians concerning various billing and connection questions.Quickly and accurately determine what the solution to said problem is and direct the customer or field tech through correcting the issue.Escalate the issue to the proper authority if such an instance arises supplying all relevant information concerning said issue.Diffuse tense or irate situations while maintaining a sense of ownership of the call.