Jeremy Mackay Email & Phone Number

Continental Us

Client Service Management:- Manage IT services for 600+ clients in the continental US- Provide IT resources on-demand for clients across the US- Manage response times and SLA for all on-site IT service events- Engage with clients to review IT services provided and improve based on feedback- Keep senior management apprised of any key issues or concerns clients have- Find solutions to complex IT support issues- Develop reporting to allow clients to easily understand the IT services they are receiving- Engage with other RFA departments to ensure top tier IT services to our clients- Develop and maintain IT support documentation for clientsTeam Building:- Maintain a healthy staff level in RFA's core markets- Organize internal teams to develop and implement service and training improvements- Identify leaders within the Client Services group to engage in mentoring and training- Organizing events to improve company culture and morale- Bring optimism to all tasks and teams I interact with- Create more efficient processes for onboarding new employees- Ensure that team efforts align with both client and RFA needs and policiesProject Deployment:- Engage with RFA's project management team to ensure smooth implementation- Provide technical resources to implement projects- Determine on-site vs remote deployment needs- Work with RFA's logistics department for equipment needs- Engage with clients to ensure their expectations are being metStaff Management:- Work with the coordination team to make sure all IT service requests are fulfilled- Ensure direct reports are engaged in the department's betterment- Develop and maintain a living training program that grows with the department and RFA- Source long term contract employees for clients- Mentor leaders within the client service group to reach their full potential- Manage a team of 40-50 Client Service Engineers throughout the US- Manage 3rd party vendors to provide IT services in remote markets

North East Area Of The United States

IT Operations Management:• Responsible for the technical support of 6,000+ customers in 400+ owned and managed locations.• Manage a team of 10+ remotely based individuals responsible for day-to-day support and function of all PC, mobile, and Network equipment• Coordinate and communicate new system and application rollouts to affected IT stakeholders• Provide desk side support for 3 corporate buildings and for the New England regional officeProject management:• Determine need and distribute IT equipment to new locations throughout the continental US• Oversee all IT equipment deliveries and setup for new residencesMentor/Trainer:• Train new employees in our department’s standard practices and customer service standards• Provide on going mentoring and career guidance to employees in the IT department

Pennsylvania & New Jersey

Field & Desktop Supervisor• Responsible for the technical support of 6,000+ customers in 400+ owned and managed locations• Manage a team of 10+ individuals responsible for day-to-day support and function of all PC, mobile, and Network equipment• Coordinate and communicate new system and application rollouts to affected IT stakeholders• Provide desk side support for 3 corporate buildingsProject Lead:• Determine need and distribute IT equipment to new locations throughout the continental US• Oversee all IT equipment deliveries and setup for new residencesMentor/Trainer:• Train new employees in our department’s standard practices and customer service standards• Provide on going mentoring and career guidance to employees in the IT department

Pennsylvania And New Jersey

Regional Supervisor• Responsible for the technical support of 4,500+ customers in 90 owned and managed locations• Manage a team of 5+ individuals responsible for day-to-day support and function of all PC, mobile, and Network equipment• Coordinate and communicate new system and application rollouts to affected IT stakeholdersProject Lead:• Determine need and distribute IT equipment to new locations throughout the continental US• Oversee all IT equipment deliveries and setup for new residencesMentor/Trainer:• Train new employees in our department’s standard practices and customer service standards• Provide on going mentoring and career guidance to employees in the IT department

Pennsylvania And New Jersey

• Provided desk side support and tier II phone support to 2,000 customers in 42 locations• Lead installations across the US for new facilities