Louis Goffredo Email & Phone Number

North Arlington, NJ, US

Atlanta, GA, US

Directly Managed, Developed and Led Support Teams within the USA and successfully launched Offshore team. Performed Products and Service evaluations, provided recommendations, documentation, implementation plans, & educated teams.Received the Highest Technical Qlik View Support Personnel & applauded for efforts at Qlik World in 2013.Managed inbound client.

Responsible for supporting: Network, Servers, Client Desktops, Printers, Scanners and Intuit Pro Series Tax Program

Responsible for documentation, planning, designing, recommendations, training, asset management, deployments, reports, and ongoing support of Bureau of Nonpublic schools in New York City. Used MS Project to track progress, MS Word to design all documentations, MS Visio to illustrate process flow, and SQL/Crystal reports for custom reports. Direct: (2) Help.

Received prestigious Director’s Choice Award (2007) for developing most effective cost solutions and practices. Recognized for stellar ability to effectively contribute to enterprise improvement efforts that have driven standardization and efficiency.Directed five cross-functional team members, overseeing system analysis, programming, telecommunications.

Implemented Six Sigma methodologies to reduce gaps in procedures and products. Redesigned database matrix and developed reporting process to measure opportunities and defects. Improved Helpdesk Service Level Agreements (SLA) and enhanced process flow between departments by developing and implemented Root Cause Analysis process flow using MS Visio.Improved.

Noida, Uttar Pradesh, IN

Responsible for creating, analyzing and delivering reports pertaining to agents and clients. Analyze daily, weekly and monthly call metrics and staffing forecasts. Generated Employee of the Month, Quarterly Superstar Awards and ServiceWare Gaps. Designed "Spike Data Report", the information allows SA team to compare actual calls to the prior.

Noida, Uttar Pradesh, IN

Supervised 20 Help Desk Technicians, daily scheduling and provided daily direction. Monitored real-time calls using CentreVu and Resource Manager to ensure service levels agreements were being met. Reviewed daily call logs and performed live service observation. Analyzed daily, weekly and monthly ACD reports to determine call trend analysis. Acted as first.

Basking Ridge, NJ, US

Promoted into new position to provide tier-two advanced technical support and training to 3.5M data customers, nationwide internal customer support centers, network repair, telemarketing, sales teams, system engineers, and internal customers. Directed work of 40+ employees and managed $1.5M budget.Swiftly investigated and resolved users’ wireless computer.

Basking Ridge, NJ, US

Promoted into position to install/maintain hardware, software, and peripherals; design, configure, and support LAN/WAN networks; and support/provide troubleshooting for nationwide customers.Reduced support time by installing nationwide System Management Server (SMS). Wrote Security Policy article that was published in Windows NT Magazine in May 1999.

Basking Ridge, NJ, US

Responsible for monitoring and analyzing network status events, effectively communicated and escalated problems to ensure quick resolution.Knowledgeable on the following: Lucent Autoplex 1000, 5eSS, IS-41 and Motorola EMX-2500 Transformed a disorganized, inefficient paper ticket system into a smooth-running operation by totally redesigning the layout using.

Performed operations on Motorola EMX-2500 switch, cell sites, IS-41 Rev A, and Octel voicemail.

Bachelor Of Science, Network & Communications Management

Electronics Technician Diploma