Shawn Drake Email & Phone Number

Media buying and accounting solutions for the advertising industry.* Oversee the day-to-day operations.* Guide, motivate, and serve a large team in a time-sensitive and demanding working environment, including direct reports' professional growth plans and problem-solving.* Manage data gathering to continuously improve metrics to meet productivity objectives, minimize cost per unit, eliminate barriers, and provide exceptional customer service.

Atlanta Metropolitan Area

Hospitals, Health Care and Medical Device Domain. Oversee the day-to-day effectiveness of service provision and ensure that targets are exceeded. Tower and technical lead. Consul and support on IT-related issues, effectively managing all incidents and service requests through telephone, email, chat, voicemail, and appointment-based services. * Strong technical and process Knowledge and supports the team on the ground.* Drive team performance and service improvements ensuring SLAs and KPIs are met and exceeded* Implements SIP ( Service improvement plans), Lean, pagati* Conducts quality audits, coaches, and mentors the team members* Facilitate employee professional development and expertise in Customer Experience * Ensure the Service Desk support teams deliver consistent, high-quality service.

Greater Atlanta Area

Capitals, Securities, Investment Banking, Morgage industries, and Energy, Utiliy companies. Manage new customer implementations and acquisitions. Specialization Start-ups and conversions Service Desk, L1, L2, Field Support, Operation Centers, Projects including schedules, deliverables, and issue tracking and escalation management.* Lead, mentor, influence and oversee technical support operations teams* Facilitate day to day management responsibilities including team support, feedback, open discussions, planning and prioritization; * people management , conflict resolution and performance management* Identify and implement best practices for quality and efficient IT Operations;

Greater Atlanta Area

WellStar Health Systems-Vendor Resource Manager and IT consultant between TEKsystems.Project Resources, and Hospital & Health Care Clients. * Oversee technical support administrators and the operations and ensure key business metrics are achieved, i.e., first contact resolution, customer satisfaction, quality, productivity, etc.* Coach, grow, and retain employees on your team.* Handle customer escalations on time with empathy* Ensure there is a customer-centric culture while closing the loop with customer experience

Greater Atlanta Area

Provide technical leadership to ensure appropriate resources and approach are utilized to address incidents, and operations improvement plans.Establish policies and refine service delivery processes to ensure consistent high customer service satisfaction, improve operational performance.Mentor, Empower, Motivate to ensure employee growth and development. Evaluate customer feedback, Hold all service departments and team members accountable for carrying out required processes and tasks.Track emerging trends, prepare and complete action plans, support new business growth plans, review, develop and implement centers policies and procedures.

Greater Atlanta Area

Oversee the global service desk's end-user support operations, including technical support services. Ensure the Service Desk provides excellent end-user support; develop and deliver metrics to demonstrate performance. Manage internal and vendor relationships both in the US and internationally. Refine SLAs and ensure adherence. Track service KPIs and OKRs to drive ongoing improvement in service delivery performance. Manage Service delivery and the team's monitoring of various support imputes (e.g., tickets, calls, chat, email, voicemail.) * Day-to-day management of project team • Performance and workload monitoring • Staffing: hiring, coaching, mentoring, and inspiring others. • Employee development • Customer interface and customer satisfaction • Quality and oversight of individual and team reporting • Workload and personnel scheduling • Escalation and problem management

Greater Atlanta Area

Lead, coach, mentor, and motivate teams of IT professionals. Dispatch and support field technicians. Diagnoses service delivery problems and initiate actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency. Balancing resources for projects and steady-state support activities. Ensures root cause analysis/post-mortem meetings and problem management process for lessons learned and preventive reoccurrence is followed. • Provide administrative direction and support for daily operational activities.

Master Of Science - Ms, Cybersecurity/It Management

Bachelor Of Science - Bs, Business Administration, Management Infomation Systems

Associate Of Science - As, Information Technology