• Responsible for supervising a team of 15 Tier 1 and Tier 2 analysts that provide a wide range of support for multiple state agencies on a 24x7x365 basis. Support ranges from simple password resets to complex technical issues.• Assist the state’s Security Operations Center (SOC) by providing Incident Response support.• Provide support and training to internal and external customers for various software programs and operating systems (with focus on iOS, Android and Windows).• Provide incident management oversight by ensuring that analysts recognize and respond to system and network outages in a timely manner.• Assist analysts with troubleshooting and resolving complex technical issues.• Follow security protocols to grant users access to various systems/applications via Active Directory, LDAP and internal applications.• Provide administration and support of enterprise software ticket tracking system (CA Service Desk).• Create and update policies and procedures on an ongoing basis.• Assist with developing statewide policies and procedures for new technologies and cyber security initiatives.• Provide coaching and feedback to representatives by means of call reviews, ticket audits, one-on-one training and team meetings.• Develop training materials for new hires and existing personnel and facilitate training of the materials. • Evaluate, using Avaya CMS, real-time, daily, weekly and monthly reports to identify trends, reduce wait times and ensure that metrics, SLA’s and OLA’s are being met.• Create and evaluate work schedules and make changes when needed to ensure adequate coverage.• Manage projects related to the overall goals of the service desk.

• Provide effective coaching and feedback to representatives to ensure a pleasant and consistent customer experience.• Assist representatives with resolving complex technical issues and educating customers on device functionality. • Assist representatives with troubleshooting various devices (smartphones, tablets, hotspots, PC’s, etc.) and operating systems (iOS, Android and Windows).• Provide recommendations to representatives on how to meet efficiency and sales goals.• Resolve escalated customer service and technical support issues in a prompt and professional manner, while not losing focus of Verizon Wireless’ business goals.• Monitor representatives activities and schedule adherence with real-time attendance tools.• Conduct team meetings to provide important information to representatives and address any concerns that the representatives may have.• Negotiate with representatives, who callout on a scheduled work day, to come to a solution that will benefit the representative and Verizon Wireless.• Helped with implementation of a call center team that approves/denies equipment orders as a way to reduce equipment discounting.

• Trained new team members and provided feedback on their progress.• Coached team members who were not following correct procedures and guidelines.• Provided performance rating recommendations to the Store Manager.• Handled conflicts between team members as well as complaints by customers. • Provided 100% customer satisfaction by ensuring that the customer received the highest quality food in the shortest amount of time possible.• Performed basic routine maintenance on restaurant equipment.• Installed new equipment, including computer operated cash registers.