Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related problems dealing with SDC products and services. Handle incoming calls as needed to ensure that Client Services Service Levels are achieved. Answer calls to Client Services within the department objectives including: Proper escalation of calls based on customer classification and call type. Open ticket in Call Logging Application for all calls. Calls should be documented as they take place or immediately after. Provide accurate and creative solutions to end user and VAR problems. Assist in the resolution of customer issues for timely distribution of knowledge and positive impact on customer satisfaction. Research, resolve, and respond to support requests received via telephone calls, e-mail, and callbacks in a timely manner.

Implement parent involvement objectives in accordance with Head Start performance standards. Provide the framework for support and encouragement toward the development of center parent groupsAssist with establishment and maintenance of supportive relations with our components.Assists Family Services/Parent Involvement Manager with the development of literacy initiatives.Recruit male figures to participate in the male involvement programsInput data for all enrolled, terminated, and transfer children of the head start programInstalled and trained the meal tracking system for the program.Input data for health screenings for children enrolled in the program.

Managed a team of eight IT analysts that addressed the technical support of all hardware, software, and phone applications.Managed and trained a team that specialized in Nortel KSU/RAD, Panasonic, and Toshiba phone programming.Trained all new analyst on all phone and networking equipment.Assisted in the managing of the Eckerd Technical Help Desk, and ensure efficient call handling, problem resolution, and customer service.Work closely with vendors and other support departments to create and maintain support documentation.Executed statistical and root cause analysis on application and network outages.Performed personal improvement plans and employee appraisals.Maintained daily turnover report on major events and outages.Perform operational and technical support on POS systems (IBM 4690 and NCR 7450/7452 Registers), and Comp – U – Care pharmacy application and Retek.Monitor corporate servers using Openview.Experience using Visio, Microsoft Word, Excel and FrontPage.