Kristopher Conrad Email & Phone Number

Scottsdale, AZ, US

Sunnyvale, California, US

Mclean, VA, US

• Manage the day-to-day operations of the IT Service Desk team to ensure the highest level of customer service and support to all company employees
• Responsible for procurement and inventory management of all physical hardware Iridium employees require to perform their job functions across 5 stockrooms in Arizona and Virginia office locations
• Responsible for the recruiting, training, and mentoring of all Service Desk support staff
• Oversee the continual improvement of incident, problem, change, configuration, knowledge, and service level management in Service Now
• Responsible for implementing ITSM methods in the areas of change management, configuration management, and performance management
• Responsible for running weekly Change Management and Emergency Change Management Boards to ensure all IT changes were approved, scheduled, and executed smoothly

Phoenix, AZ, US

• Oversee the creation of a highly functional global Help Desk currently providing 24 x 6 coverage to over 800 employees and over 2,000 clients throughout the world.
• Manage multiple client accounts providing full managed IT services
• Responsible for the recruitment, training and ongoing support of all help desk representatives and technicians locally and in remote facilities
• Created and improved upon Help Desk knowledge base and governing metrics of support staff.
• Ensure customer service is timely and accurate on a daily basis while maintaining 100% HIPAA compliance
• Develop daily, weekly and monthly reports on help desk team’s productivity to monitor and identify areas for personal and team improvement.

Irving, Texas, US

• Oversee all operations and functions of a high – volume 24 x 7 help desk operation providing 1st and 2nd level support for more than 20,000 users.
• Monitor daily activates and performance to ensure compliance with all service agreements. Compile and analyze data, prepare monthly reports on call volume, abandon rate, first call resolution, and outages for senior.
• Hire, train, and supervise team of 22 analysts. Perform monthly and annual performance reviews. Serve as final escalation point before vendors/ developers/ service providers
• Review help desk operations, software (ServiceNow), and user needs. Forward recommendations regarding enhancements or potential operational improvements.
• Oversee multiple projects including companywide transition of all users from Lotus Notes to MS Outlook, combining and cross training all help desk analysts after absorbing a new company and integrating their help desk.

• Responsible for day to day technical support for 200+ employees on site as well as in field remote desktop users
• In charge of maintaining all employee e-mail, voicemail and network accounts; as well as setting up new users and deactivating terminated users following close to security guidelines
• Implemented all users active directory and permission based access to company network; setting up and maintaining company windows 2008 serversEnvironment: Windows Server 03 & 08, Exchange, Active Directory, Joomla.

Dallas, US

• Responsible for coordinating the flow of information from client to design team to move along design project smoothly through the design process.
• Provided technical support over phone and email to clients regarding their website and hosting problems
• Implemented marketing strategies for web department consisting of email campaigns, outbound calls, as well as trade showsEnvironment: Joomla, Exchange, MS Office Suite, XML/XSL, ASP, JavaScript, Flash, HTML

Tempe, AZ, US

• Extensive Product knowledge on all GoDaddy products and ability to help with customers’ needs with implementation of products.
• Ability to handle a heavy phone and online customer volume while adhering to and excelling at all Quality Assurance standards.
• Conducted training classes with sales and support teams on html and website development methods to increase knowledge and productivity of individuals.Environment: Joomla, Exchange, CSS,.Net, ASP, SQL Server, MySQL