Omaro Taylor Email & Phone Number

Kingston, Jamaica

• Leads a high-performing team of technicians, driving exceptional ticket-handling and the exceeding of client expectations.
• Maintains client relationships through the publication of monthly reports highlighting compliance and performance in key areas.
• Manages client projects from inception to successful completion.
• Oversees the seamless and efficient onboarding of new clients.
• Drives strict compliance across disaster recovery, cybersecurity and system maintenance KPIs.

Kingston, Jamaica

• Reduced open-ticket count and improved resolution turnaround time through effective troubleshooting and team collaboration.
• Improved team efficiency through the documentation and implementation of KPIs and extensive leveraging of the ServiceDesk Plus platform.
• Designed and published dashboards and reports via the Power BI platform that provides extensive decision-making support for the Management team.
• Coordinated and managed data backup processes for both local and offshore locations.
• Administered and executed administrative responsibilities using Microsoft 365 Admin and Exchange Admin.
• Assisted with the completion of IT-related investigations through the application of data cleaning, modelling and analysis techniques.

Trinidad And Tobago

• Improved and maintained positive user perception of IDT support and services.
• Resolved reported issues reported to the Helpdesk through in-person and remote troubleshooting.
• Logged, monitored, and escalated incidents/requests via the company’s ticketing tool according to established SLA standards.
• Facilitated back-up of on-site servers.
• Assisted offshore Tier 2 and Tier 3 teams with network maintenance through cabling and switching.
• Collaborated with regional and global service teams in the troubleshooting and resolution of escalated issues.

Kingston, Jamaica

• Trained private and public sector companies in the usage of a wide range of software applications including Quickbooks, Excel, PowerPoint and Access on varying levels of competency.

Kingston, Jamaica

• Maintained desktop stations and equipment used within the department.
• Resolved all end-user incidents in compliance with governing KPIs.

New Kingston

• Conducted Big Data analytics which provided useful performance insights that were utilized by management and team leaders.
• Implemented data-management solutions that significantly reduced the Quality Department's report turnaround time.
• Audited front-line agents for adherence to company policy with regards to customer interactions and handling of customers' accounts.
• Trained new hires and coached agents who received low audit scores.
• Reported on agent-based, team-based and account-based performance on a weekly, bi-weekly and monthly basis.
• Directly supervised teams of 15-20 agents throughout various pilot programs.

Jamaica

• Provided billing management and customer service for customers via phone and chat.
• Promoted to Senior Quality Analyst 7 months post-employment for consistent high performance within assigned KPIs.