Lucas Selby-Hele Email & Phone Number

Torrance, Ca, Us

El Segundo, California, United States

El Segundo, Ca

Torrance, Ca

• Managed the Global Service Desk for three clients with over 12,000 combined end users located across the USA and around the globe with monthly revenue of over $150,000.• Lead and mentored a team of 16 Service Desk Engineers.• Increases First Call Resolve (FCR) for all clients. In one case increasing FCR from a monthly average of 38% to over 65% resulting in bonus revenue to the company and increased client satisfaction.• Provided coworkers and clients with on call 24x7x365 level… Show more • Managed the Global Service Desk for three clients with over 12,000 combined end users located across the USA and around the globe with monthly revenue of over $150,000.• Lead and mentored a team of 16 Service Desk Engineers.• Increases First Call Resolve (FCR) for all clients. In one case increasing FCR from a monthly average of 38% to over 65% resulting in bonus revenue to the company and increased client satisfaction.• Provided coworkers and clients with on call 24x7x365 level three technical support.• Performed in-depth data analysis from automated call distribution (ACD) data generated by our Cisco Unified Communication system and incident management systems.• Evaluated and improved the performance of Service Desk Engineers by performing technical case audits.• Ensured service agreement (SA) compliance, provided client reporting, quality audits, and ensured adherence to SOX compliance and ITIL best practices.• Maintained, improved, and created standard operating procedures and maintained the Knowledge Management system.• Served as a technical and training resource to internal teams and clients.• Interviewed and selected new hire applicants to ensure the hiring of optimal technical resources.• Designed and implemented Visual Basic scripts to automate SFTP file transfers• Created and implemented new business processes and procedures to support ever growing and changing clients.• Provisioned, supported and administered Microsoft Enterprise Voice, Unified Messaging and Lync accounts. Show less

Mayfield Village, Oh

• Decreased down time for Progressive employees nationwide by efficiently resolving technical issues (over 70% First Call Resolve).• Resolved complex hardware and software problems.• Documented computer related incidents and troubleshot issues as appropriate. Assigned follow-up work to other IT groups as needed.• Handled requests from end users that may come via phone or other means.

Redmond, Wa

• Actively addressed the needs of Nintendo consumer’s while maintaining a positive image of Nintendo, its products and policies by receiving inbound calls.• Specialized in assisting consumers with connecting Nintendo consoles to the Internet via dial up and broadband devices.• Resolved hardware and software problems for Nintendo call center employees.• Documented Nintendo call center IT incidents in a custom trouble ticket system.• Designed, implemented, and supported a SQL… Show more • Actively addressed the needs of Nintendo consumer’s while maintaining a positive image of Nintendo, its products and policies by receiving inbound calls.• Specialized in assisting consumers with connecting Nintendo consoles to the Internet via dial up and broadband devices.• Resolved hardware and software problems for Nintendo call center employees.• Documented Nintendo call center IT incidents in a custom trouble ticket system.• Designed, implemented, and supported a SQL Database used to track Nintendo’s productivity and quality at its distribution center resulting in more efficient use of the assembly lines. Show less

Bachelor'S Degree, Computer Science, Gpa 3.98

Graduated Summa Cum Laude

Real-Time Interactive Simulation