Nick Brown Email & Phone Number

Cincinnati, Ohio, United States

Norwood, Oh

• Internal facing Service Desk managing a team of 12 agents in 3 locations.• Review and create processes and SOP documents• Interview and train new hires• Performance evaluation coaching• Reporting for SLA’s and creating metrics to guide the Service Desk• Audit client interactions for performance review• Manage Internal contacts and connections with different departments for feedback and improvement

Mason, Oh

• Manage team of 25 full time analyst and 15 part time night shift analyst to follow processes for 6 customer accounts• First point of contact for Customer Support at the management level• Reporting - Creating and maintaining all SLA reporting to the customer showing metrics• Create and enforce SOP documents and process related services using ITIL methodology• Audit client interactions for performance review• Interview candidates for replacement and train new… Show more • Manage team of 25 full time analyst and 15 part time night shift analyst to follow processes for 6 customer accounts• First point of contact for Customer Support at the management level• Reporting - Creating and maintaining all SLA reporting to the customer showing metrics• Create and enforce SOP documents and process related services using ITIL methodology• Audit client interactions for performance review• Interview candidates for replacement and train new hires• Worked on several projects setting up temporary Service Desk solutions which resulted in added Sales for the company and long term Clients. Show less

Mason, Oh

• Provide technical customer facing support via phone, email and chat.• Autonomous working conditions – prompted to shift leader.• Manage and react to SLA Priority cases.• Federal Background checks. (Security clearance gained) • VMware, VDI, Citrix, AD, Lotus Notes, SCCM and other applications supported.

Batavia, Oh

• Answer phones, ticket request and walk up support• Repair or Resolve computer and lab equipment• Software Install and Hardware Maintenance (Printer)• Stage Computers and migrate data