Andrew Persaud Email & Phone Number

New York, NY, US

• Manage and lead a team of ~26 direct reports while overseeing the day to day operations of the Service Desk providing 24x7 support for the Northwell Health System.
• Create and oversee business continuity documentation, implementations and activities for the Service Desks 4 departments and ~90 employees.
• Provide end to end support for over 70,000 users, covering 24 major hospitals and 600 individual Ambulatory sites.
• Change Advisory Board Member responsible for monitoring, approving and vetting Technical Changes to the health system.
• Plan, coordinate, and monitor performance of Service Desk support, ensuring compliance with established service level agreements.
• Manage contracted services and staff during project go-lives

• Provide leadership to Service Desk staff by assisting agents/leads, taking escalations and managing phone/chat queues via TFB/GNAV/Bomgar.
• Perform staff scheduling to ensure Service Desk coverage during normal business hours and managed agent and supervisory on-call calendar.
• Reviews customer satisfaction survey on a daily basis and works with agents/clients to resolve issues and provide constructive feedback/praise.
• Participation in conceptualization, implementation, training, scheduling and launch of Chat Support proof of concept.
• Prepare chat support performance reports by collecting, analyzing, and summarizing data and trends.
• Managed the “Tip of the Week” program that allows agents to provide feedback and assistance to the service desk by creating new knowledge base articles.

• Facilitate the resolution of issues that arise with computers, electronic equipment, clinical applications and programs for clients in a fast paced healthcare environment. (Northwell Health)
• Provide support to clients on operating systems and devices such as Windows XP and higher, Apple Mac OS, Apple Mobile devices and Android devices.
• Carries out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems. (Benchmarking)
• Participation in “Go-Lives” of new products/updates by assisting clients with issues that arise during the transition.
• Maintain and grant/remove access of users via Active Directory.
• Support Clinical Applications such as Electronic Medical Records for all hospitals and ambulatory sites of the (NSLIJ) Northwell Health System while safeguarding Patient information.

• Investigated and corrected issues pertaining to Optimum products such as Optimum Online, Optimum Voice (VoIP), Business Class, Interactive Optimum and Freewheel by means of phone support, Level 2 Chat Support, Email.
• Educated Customers on the use of Optimum Online and Optimum Voice products and features.
• Proficient with tools and proprietary software such as Remedy, Novell GroupWise, Novell Messenger, GoToAssist, SDP Tool, NGN, Empirix, RightNow and Empower.
• Assisted with escalated issues by preforming callbacks and troubleshooting as a member of the Optimum Voice Escalations team and Communications Desk follow up team.
• Assisted with Corporate complaints and Executive Care escalations.
• Provided support to fellow representatives by answering questions, resolving issues and taking ownership of Irate/supervisor-escalated calls/chats during scheduled lead support days.

New York

• Clerical duties including customer interactions and collection of enrollment fees and tuition.
• Answering phone, making appointments and record keeping in regard to NYS Board of Education.
• Initial setup, maintenance and operation of computers, telephony system, network and various a/v equipment.
• Creation of ticketing system in Microsoft access to track interactions and digitize student records.

• Troubleshot hardware peripherals, software, operating systems and network connections pertaining to Mac, PC and various consumer electronics.
• Performed software/hardware installations and upgrades.
• Performed basic testing to determine product and service solutions for customer’s individual needs.
• Managed tickets and queues while maintaining communication with customers and service centers.

Associate Of Arts And Sciences - Aas, Electrical And Electronics Engineering

Regents Diploma