Ralph Allan Hatchett Email & Phone Number

Elk Grove, CA, US

Sacramento, California, United States

Mclellan Park

• Managed user accounts in Active Directory
• Maintained Teacher and Student Google accounts.
• Assisted site technicians on location.
• Ensured that tickets opened contain relevant information before sending over to site technicians.
• Performed troubleshooting remotely through a SCCM, VNC, Remote Desktop, Teamviewer.
• Analyzed issues reported and research for solutions/workarounds.

• Oversaw the operations of the corporate service desk of Fujitsu America providing 1st and 2nd level support to more than 6,000 users from the US, Canada and Costa Rica.
• Hired, trained and supervised a team of 19 analysts.
• Performed quarterly performance reviews.
• Monitored daily metrics and adjusted team targets when needed.
• Interfaced with the client and resolvers to address issues that will impact the service desk.
• Made decisions on when to declare severity one issues and implement proper monitoring and handling of the case.

• Performed quality audits to ensure internal quality standards are implemented.
• Created/Managed end user accounts using Active Directory.
• Acted as a level 2 escalation point for the team and end users.
• Created processes to ensure consistency in implementation (attendance, call handling, escalation).
• Monitored and coached agents to address areas of opportunity and sustain above average performance.
• Performed deep dive analysis and call backs to end users that were dissatisfied with the service provided.

• Increased CSAT from 35% to 83% for the team.
• Managed the behavior of the agents.
• Ensured that the information being given to customers is accurate.
• Conducted Deep-Dive analysis based on customer feedback.
• Performed quality monitoring of agents either side-by-side or remotely.
• Initiated daily meetings with the agents.

• Managed the behavior of the agents.
• Performed XML troubleshooting of performance evaluations.
• Ensured the cases are handled within the agreed upon timeframe indicated in the Standard of Work.
• Reported to the account manager any issues within the team that is impacting case handling

• Ensured tools are working as intended and implement changes based on the project.
• Managed internal projects for PALM, Hotmail, Internal IT, Cisco and Intel
• Developed training materials for quarterly refresher courses for the team members
• Conducted coaching sessions and work with the agents for action plans
• Created content for Linux, MS Office Suite, Windows

• Managed the queue by distributing tickets for analysis to team members
• Be the Subject Matter Expert when there are no leads on the floor
• Checked the queue for any instances of SPAM
• Investigated any abuse reports by subscribers
• Processed account and payment changes by existing subscribers