Helpdesk service manager for two teams composed of T1/T2 Technicians, Escalation Engineers and CIO's. Guiding our customers and team members to accomplish tasks that increase efficiency and profitability.Implementing standards and processes for our teams to provide consistent service and clear, honest communication. Creating documentation standards for our clients ensuring the customer gets the fastest resolution possible.Taking our SLAs seriously and keeping up lines of ongoing communication with clients from regular everyday issues to highly technical projects. My daily goal is to help our clients succeed and for my team to achieve a higher technical proficiency while providing some of the best customer service in the IT industry.

Provide fast and friendly support to users in varying production environments. Monitor networks for outages, issues and usage. Assist with new employee user account creations and machine setups. Work with many different applications/services that our customers use on a daily basis and make it easy for users to get support for their specific needs. Extremely fast response times and solutions while building and maintaining rapport with employees and owners of small to medium sized businesses.