Marion M. Email & Phone Number

Tampa, Fl, Us

Göppingen, Baden-Württemberg, De

New York, Ny, Us

Cultivated strong B2B client relationships to enhance satisfaction and retention.Facilitated efficient onboarding processes to ensure smooth integration of new clients.Acquired extensive product knowledge to effectively address client inquiries and support sales efforts.Spearheaded feedback collection initiatives to gather insights for continuous improvement.Resolved client issues promptly to maintain a high level of service and satisfaction.Conducted training sessions to enhance team skills and knowledge on company products and client engagement strategies.Lead projects for the customer to ensure they were completed within scope and budget.Worked with cross-functional teams, including networking, sales, product management and systems engineering to address any customer concerns or feedback.Proven project management skills, adept at handling multiple customer implementations concurrently.

Clearwater, Fl, Us

Oversaw and managed IT operations for a team of 20+ staff members.Implemented and maintained technology solutions to improve efficiency and productivity.Developed and managed IT budgets and ensured compliance with industry standards.Provided training and support to staff members to increase their technical skills.Monitored and analyzed data to identify trends and make data-driven decisions.Collaborated with other departments to understand and address their IT needs.

Manage and lead a team of IT professionals to provide exceptional customer service and technical support to end-users, ensuring timely resolution of incidents and service requests. Develop and implement IT service desk processes and procedures, ensuring adherence to ITIL best practices and other industry standards.Monitor and analyze IT service desk metrics and KPIs, identifying areas for improvement and implementing changes to optimize service delivery and customer satisfaction.Collaborate with other IT teams and departments to ensure seamless integration and coordination of IT services and support, and facilitate knowledge sharing and cross-training to build a more skilled and efficient workforce.

Managed a team of technical support professionals in providing exceptional service to clients, ensuring that service level agreements were met and exceeded.Developed and implemented IT service desk processes and procedures, including incident management, problem management, and service request fulfillment, while adhering to ITIL best practices and industry standards.Collaborated with other IT teams and departments to identify and resolve complex technical issues, and implemented proactive measures to prevent recurring incidents and improve overall service quality for clients.Conducted regular analysis of IT service desk metrics and KPIs to identify trends and areas for improvement, and presented findings and recommendations to senior management and clients.Maintained up-to-date knowledge of industry trends, technologies, and best practices, and actively sought opportunities to improve technical skills and knowledge of team members through mentoring, training, and knowledge sharing sessions.

New York, Ny, Us

Managed and mentored a team of technical support professionals in providing timely resolution of IT issues and requests for internal employees across multiple locations and time zones.Developed and implemented IT service desk policies, procedures, and guidelines, ensuring compliance with regulatory requirements and industry best practices.Worked closely with senior management and key stakeholders to identify and prioritize IT service desk initiatives, projects, and improvements to meet evolving business needs and objectives.

New York, Ny, Us

Provided first-line technical support to internal clients across North America, utilizing strong communication and problem-solving skills to resolve IT incidents and service requests in a timely and efficient manner.Collaborated with other IT teams and departments to escalate and resolve complex technical issues that could not be resolved at the first level, and provided regular updates to internal clients on the status of their IT incidents and service requests.Maintained accurate records of IT incidents and service requests using ITSM tools, and followed established processes and procedures to ensure compliance with IT policies and standards, while providing excellent customer service to internal clients.