Robert J. Fabrizio Email & Phone Number

Greenville

Performing Deskside Support at GE MDS for over 200 seats in shop floor and office environments. New employee and lease refresh deployments. Hardware installs and repairs: Certified for Dell, Lenovo, HP. OS and Application installation and support: Windows 7, Windows 10, MAC, MS Office 2010/2016/365. Xerox and HP printer support. Communications installation and support: Cisco Call Manager (office phones), iPhone, iPad, Android. Active Directory account administration. Inventory and Asset Management. Use of remote tools such as RDP, LogMeIn Rescue. ServiceNow Ticketing System experience.

Temporary Position - Resolved equipment failures by problem description and knowledge of equipment. Installed new equipment and desktop software purchases. Conducted interviews with end users for fact-finding purposes. Assisted in developing technical specification for computer equipment based upon the needs of the customer. Assisted in conducting customer training in structured and non-structured environments.

Responsible for team of 10-15 Level 1 technical support agents, coaching and mentoring to meet quality and first call resolution goals. Reduced overall handle times by 5 minutes while increasing quality scores by 20%.

Analyzed data for multiple service desks globally across 3 Managed Service Centers involving up to 8 teams. Reviewed findings weekly with Account Managers, Supervisors, and Team Leads to develop initiatives to improve efficiency and quality. Served as Security Officer for Rochester MSC. Directed team of agents on 2nd Level hardware support desk servicing multiple clients. Developed and coordinated training of new and existing agents to support changes in client requirements. Monitored and evaluated agents on performance. Subject Matter Expert for Action Center globally.

Developed and tested client specific benefit plans. Designed system specifications to enhance the current system. Tested modifications prior to implementation. Provided support to business units through creation of job aids and documentation. Audited medical claims for quality purposes. Collected monies overpaid to providers. Processed medical claims based on contractual requirements.