Scott Pearce Email & Phone Number

Chicago, Il, Us

Client advocate and customer success-focused. Onboarding clients for an MSP is all about finding the right balance between client advocacy and ensuring that my customers (i.e. my colleagues and the support teams) are more than prepared to provide truly excellent white-glove support.

Chicago, Illinois, Us

As the PM for Help Desk Client Onboarding, I am responsible for facilitating communication between the Keno Kozie Associates Help Desk operations team and our help desk clients from the time that a contract is signed, straight through until the Keno Kozie Help Desk beings providing service to the client. From plotting out the timeline of events and milestones to coordinating resources and their actionable items to hosting, running, and documenting each meeting, it is my job to ensure that the Keno Kozie Help Desk is efficiently and effectively integrating itself into our clients' processes, support structures, and culture in service of providing end-users with a seamless, white-glove service help desk experience.Throughout the client onboarding process, the Keno Kozie Help Desk operations team and I provide guidance to our clients on how to leverage their outsourced help desk for maximum impact, maximum security, maximum efficiency, and maximum user & client satisfaction. We bring our extensive knowledge and experience in the field to each and every client in an effort to improve the help desk experience for everyone involved.

Chicago, Illinois, Us

Manage a team of 30+ Help Desk Analysts, servicing more than a dozen clients that span several different industries.The Help Desk Operational Manager must communicate with client IT teams on a regular basis to ensure that daily operations at the help desk run smoothly and as seamlessly as possible. The Operational Manager must focus on meeting or exceeding client service level agreements on a daily, weekly, and monthly basis.Other responsibilities include:Call, email, and ticket volume reporting and analysis to spot trends or weaknesses in client IT environments.Resource management of more than 30 help desk employees both in-office and remote.Provide guidance and leadership to Team Leads and ensuring that all levels of the help desk operations are providing the highest quality work product to clients and users alike.

Chicago, Illinois, Us

The Team Lead position is primarily responsible for daily and moment to moment operations at the IT help desk. The Team Lead must be a subject matter expert on his/her client's culture and IT environment to provide seamless help desk support to users.Through daily and consistent communication with the client's IT teams, the Team Lead must manage and maintain the knowledge base specific to that client's environment. This ensures that all help desk analysts have access to reliable and up-to-date KB articles, solutions, policies, and other information that potentially affects the client's firm or user base. Review and analyze hourly, daily, and weekly ticket and call volume to identify trending issues and possible solutions.The Team Lead provides guidance and assistance to help desk analysts. The Team Lead must review & approve escalations processed by analysts to ensure that issues have received thorough troubleshooting prior to escalation. And to otherwise ensure that escalated tickets meet all of the requirements needed to escalate to the client's tier 2 and tier 3 teams for remediation.

Chicago, Illinois, Us

As the JMLS Instructional Technologist my primary responsibilities consisted of designing, deploying, maintaining classroom technologies. The Instructional Technologist would research and implement higher education teaching technologies to supplement and enhance the teaching and learning experiences.In addition to developing the implementation of these technologies I was also responsible for training classroom staff and faculty on use of the classroom technology as well as best practices.This role extended beyond the traditional physical classroom into the virtual classroom as well. As the Instructional Technologist I also helped to develop, implement, maintain, and moderate fully online teaching and learning experiences and environments.