Lori Conrad Email & Phone Number

Northbridge, Ma, Us

Walpole, Massachusetts, United States

Walpole, Massachusetts, United States

• Responsible for the Management of Tier 2/3 Network Operations Center and Field Technicians in 24x7 Operations Center supporting Hospitality, Multi-Family Residential, and Commercial Properties (performance reviews, development plans, training, mentoring, scheduling, hiring, etc.)• Responsible for Relationship and Management of outsourced Tier 1 Support Center• Daily responsibilities include, but are not limited to reviewing tickets for accuracy, billing, meeting SLA goals, handling escalations and Partner Management• Working closely with Project Management Team to assign and schedule Technicians to complete on-site installation• Management and coordination of Severity 1 & 2 incidents including adherence to SLAs, notifications to stakeholders, coordination of resources, scheduling of on-site support (Direct Partners and Contractors)• Work with all departments to streamline workflow and reduce time spent sending emails enforcing the use of the Business Management Platform (ConnectWise) to communicate, document, escalate and improve billing resulting in increased revenue, building of knowledge base, quicker time to resolve and complete documentation• Building automated workflows in ConnectWise which resulted in quicker escalations from Tier 1 to Tier 3, automated emails to customers and partners• Responsible for ConnectWise customization for internal requirements and White Label Partners• Creation and delivery of internal and external reporting• White Label Partner Relationshipso Attending bi-weekly phone calls (reviewing tickets, discussing challenges and solutions, etc.) o Create and review weekly, monthly, yearly reports and developing plans to reduce time to resolve and improve customer satisfactiono Onboarding of new customers to ensure accuracy and completeness of documentation and training of staff• Key Contributor to identify and create business continuity and disaster recovery plans

Holliston, Ma

• Responsible for management of technical staff (performance reviews, development plans, training, mentoring, scheduling, hiring, etc.)• Mentored and trained Team Leads offshore using Skype and WebEx for video conferencing, computer sharing and chat• Critical Situation Manager providing timely status updates, internal and external escalation and delivery of root cause analysis• Created reports, customize views, templates and dashboards in ServiceNow, Excel, PowerPoint and Word• Key contributor and Project Manager for enhancement and implementation in ServiceNow which included, analysis of impact, providing specifications to development team, testing and approving all system enhancements• Developed and maintained process documents and training materials• Key contributor and Subject Matter Expert (SME) for continual service improvement of Global Shared Services (quality grading and KPIs, reporting, knowledge base, root cause analysis, request for change, ticket handling, staff scheduling, etc.)• Worked with business units, on-boarding support, technology development teams for new customer implementation and enhancements• Provided backup support for Customer Service Manager

Holliston, Ma

• Supervised Technical Team • Responsible for assessing and routing majority of incoming calls into Call Center• Responsible for 1st level escalation of all Customer and Vendor issues• Responsible for follow-up on escalated or sensitive customer issues• Monitored ticket queues and assign staff as needed to prevent backups in workload• Ensured Technicians have the proper skill sets to resolve Incident/Service Request/Problem/Change Tickets• Worked as liaison between offshore call centers (India, South America, Hungry) and onshore call center to ensure proper escalation and resolution of issues• Provided mentoring for offshore call center staff in the handling of incoming email, phone calls and tickets as necessary

Holliston, Ma

• Assisted in the migration of SQL data from Remedy database to normalized SQL structure• Built call center ticketing system using out of the box application as a basic structure, building over 50 custom forms and 300 SQL statements without formal training• Provided analysis and reporting of service level agreement requirements• Worked with Process Managers and users to determine best solution(s) to support new products, services and/or technologies often under tight deadlines• Provided customized SQL queries and reports to management and users as requested• Designed, constructed and deployed customized application to support Network Operations Center (Including but not limited to data repository, trouble ticketing, knowledge base, resource management and customer agreements)

Warwick, Ri

• Provided technical support to over 200 users in 6 locations with limited support staff. • Responsible for all offices and their respective proprietary software and implementation of new software/hardware• Developed and maintained Lotus Notes Databases

Developed and supported Lotus Notes ApplicationProvided Lotus Notes End User support and training

Holliston, Ma

Provided inside support to Account Managers