Steven Howey Email & Phone Number

Proven IT professional directing a multinational, fully remote team of 14 service desk analysts to an average 4.7/5 customer service score by reviewing calls and working with agents on soft skills; first call resolution of 73% by providing knowledge and removing roadblocks/impediments; abandonment rate of only 1.5% by assuring staffing and coverage needs were met based on call volume; and consistently meets or exceeds all SLAs set by the client. Also, contributed to our major incident management team by building relationships with other members of our technical teams, key stakeholders, and learning about how the IT environment was woven together and therefore how to guide teams when major incidents would arise. Finally, helped grow our knowledge base by dozens of new articles and updated dozens more, which gave our analysts clear and concise instructions to quickly resolve issues. I also bring 14 years of experience across supply chain, logistics, and quality assurance via my former role.

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  Ivy Tech Community College

  Software Development