Steven Dripps Email & Phone Number

Greater Pittsburgh Area

Supervise a Technical Support agent Team consisting of the Department’s most highly skilled agents.Responsibilities include:• Lead a team of 13 technical support analysts in performance, quality and professional growth• Student, Faculty and Staff support consists of managing and escalating the technical concerns of ourcustomers in an accredited institution of higher learning• Provide technical troubleshooting of hardware and software to Faculty and Students using companyspecific websites and personal computer troubleshooting• Certified in IEX Workforce Management• Created elaborate reports and documentation using Microsoft Excel and Crystal reports• Trained and created documentation on AVAYA phone system• Provide resolution to escalations from unsatisfied customers• Assist in training and developing Technical Support Professionals• Developed and implemented policy in accordance to Customer Service and Technology• Involved in creating and implementing processes designed to create efficiency in the department• Used current technology and applications to automate processes for my piers• Created and implemented a working scorecard form to create uniformity, ease and efficiency• Provide input for annual operating plan on staff levels, tools, hardware, software, and training• Heavy customer support telephone duties to include solving incoming technical inquiries in aprompt and efficient manner• Lead the department in the creation of Faculty Support• Key contributor for information used in training and developing the department• Received numerous awards including “EDMC Outstanding Achievement” award for service

Dedicated professional with twelve years of performance as a soldier and mentor. Accountable and able to remain focused and productive in severe circumstances.• Seven years of Management experience in supervising the performance and professional growth ofthree to forty personnel in a civil and combat environment• Three years experience interviewing, qualifying, and providing career placement for potentialemployees• One-year experience in retention of current personnel• Conduct classes and seminars in effort to train soldiers in excelling at their duties• Conduct large scale meetings and presentations focused on Military opportunities• Three years of phone, and face-to-face sales experience providing Military opportunities to thepublic• Successfully created and organized schedules for 38 soldiers• Responsible for the acquisition, accountability and upkeep of equipment valued over $750,000

Bachelor'S Degree, Information Technology

Associate'S Degree, Computer And Information Sciences And Support Services