- Manage and report on various Service Desk metrics (SLA, Handle Time, Customer Feedback, etc)- Oversee and manage staffing and headcount requirements to meet client needs.- Work with Implementations team to onboard new clients and technology, including training of Service Desk Leadership to utilize tools and meet client needs.- Work with Client Account department to ensure client needs are being met, including metrics, technology changes and testing, as well as addressing any feedback provided.- Maintain and improve Service Desk Operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Maintain an active pool of experienced analysts to mentor and act of a resource for teammates• Schedule and forecast needs based on training classes and analyst struggles • Coordinate side by side evaluations, benchmark evaluations, classroom training• Maintain and ensure all mentor activity is properly recorded into Access database for review• Working in tandem with the Training Department to attend training sessions on new technology• Implementing and administering training courses to disseminate information to analysts• Develop independent training courses based on analyst struggles. These courses ranged from; basic troubleshooting refresher, Multi-Factor Authentication admin for multiple types, customer service ticketing best practices, In depth look at Remote Access Methods, Active Directory.

Overseeing a Team of ~25 analysts responsible for remotely troubleshooting technical issues in the legal industry and keeping records through precise technical documentation. Primarily focused on Tier 1 and 2 matters such as Microsoft Office applications and remote access problems.• Provide level I and II support via phone and E-mail• Resolve and audit escalated tickets from Team Members – 30 to 40 tickets per day• Work hand in hand with local Level 2 and 3 support to prepare roll out of new technology• Acting as a mentor for newer analysts and filling gaps in management as needed.• Responsible for creating and updating knowledge base for procedures, how-to's, problem fix.

WiseBeats STL is a Mobile DJ company specializing in Weddings, Birthdays, House/Corporate Parties. I work with clients to ensure their experience is above and beyond expectations. Services include music, karaoke, club lighting, formal event lighting, general audio supply.

Monitoring sales and payroll. Manage inventory levels to ensure proper inventory. Visual Merchandising. Perform field testing for new technologies, including company-wide roll-out of IPad technology as a selling/management tool.January 2014- April 2014: Acting store manager. Maintained selling and visual standards as well as exceeded controllable metrics during this time. May 2014- Aug 2014: Relocated to Rogers, AR to interview, hire, and on-board entirely new store team, as well as bring store up to Visual and Selling standards.