• Interfaces with clients and/or internal departments to discover, examine, identify, quantify, and qualify their business needs.• Directly supervises analysts and specialists. Responsibilities include interviewing & hiring; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. • Works with staff to set project priorities and requirements.• Works with team(s) to… Show more • Interfaces with clients and/or internal departments to discover, examine, identify, quantify, and qualify their business needs.• Directly supervises analysts and specialists. Responsibilities include interviewing & hiring; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. • Works with staff to set project priorities and requirements.• Works with team(s) to ensure deadlines are met and output quality consistently meets predetermined team and department goals. Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans). Show less

• Provided first level technical support for WAH agents experiencing issues ranging from PC setup to voice connectivity to 2-factor authentication and remote access in the effort of improving first contact resolution.• Drove first contact resolution of single user issues through first level support troubleshooting, escalation, or resource assignment based on standard procedures.• Assisted in collecting and updating any job-specific documentation and job aids for creation of a… Show more • Provided first level technical support for WAH agents experiencing issues ranging from PC setup to voice connectivity to 2-factor authentication and remote access in the effort of improving first contact resolution.• Drove first contact resolution of single user issues through first level support troubleshooting, escalation, or resource assignment based on standard procedures.• Assisted in collecting and updating any job-specific documentation and job aids for creation of a knowledgebase.• Supported project/build related tasks for the Service Desk including, but not limited to, project meeting attendance, project deliverables execution, project status update and communication, project knowledge base archive, & project tickets management.• Monitored real time calls and tickets volume and aligned resources specific to the needs of each shift within the leader on duty rotation.• Supported Service Desk analysts as subject matter expert during leader on duty rotation.• Assisted in conducting new hire, refresher, updates and upskill training, including creation of training documents and email communication. Show less

• Provided end user support via the following methods: phone, email, ticket, or remote access.• Created, modified, and disabled employee network login through the Active Directory; Unix based collection applications (ex: FACS and CRS), employee accounts in SAP; exchange accounts and employees badge access.• Provided an accurate record of each call in an incident management tracking tool.• Escalated technical and production impacting occurrences to various departments. • Followed… Show more • Provided end user support via the following methods: phone, email, ticket, or remote access.• Created, modified, and disabled employee network login through the Active Directory; Unix based collection applications (ex: FACS and CRS), employee accounts in SAP; exchange accounts and employees badge access.• Provided an accurate record of each call in an incident management tracking tool.• Escalated technical and production impacting occurrences to various departments. • Followed all escalation procedures according to service level agreement. Show less

• Provided inbound customer service for domestic and international reservations and bookings.• Provided product or service information to assist customers in deciding about a product to buy.• Helped customers find the right accommodations to fit their needs, suggested different packages or amenities that the facility offers and asked questions to help determine what the customer needs.• Checked car/flight/hotel availability.• Processed payments over the phone.