Ken Hobson Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

Developed reports for new and existing clients showing placements, rates, hours, markup, and classification of employees. Developed a recruiter scorecard for internal employees using Excel pivot tables, Vlookup, and array formulas which helped track and drive productivity.Increased efficiency and cost savings by creating new processes to move from paper.

• Provided specific information regarding the services and products offered to new and existing clients. Provided troubleshooting information and analyzed customers' needs regarding software defects or new features which.
• Proactively researched and created reports in Excel showing team productivity, service level achievement, and detailed breakdowns of issues received via phone and email, which led to changes in procedures that improved.
• Worked closely with sensitive health and personal information provided by Employers. Maintained data security by following established corporate guidelines. Collaborated with co-workers when needed maintaining a high.
• Regularly communicated with external partners regarding software issues and ticket resolution. Gathered internal teams when needed and led meetings to discuss high priority or on-going issues affecting clients..

• Provided IT support services to clients nationwide working closely with Deskside Support and Executive Teams.
• Successfully completed multiple assigned duties such as acting as the Subject Matter Expert for the service desk, creating and maintaining multiple service level and call resolution analysis reports, and gathering the.
• Led a team of roughly 20 help desk analysts answering close to a thousand calls daily while maintaining service level commitments. Regularly updated a knowledge base with new troubleshooting information and kept.