Thomas Mudd Email & Phone Number

Houston, Texas Area

Primary contact for over 2,000+ employees in Oil & Gas manufacturing company IT Help Desk. Prioritize, route, and monitor IT tickets, Provide support for software and hardware trouble shooting ranging from computer to A/V equipment. Work with vendors for purchase orders on computer supplies, software renewals, and hardware renewals.

Houston, Texas Area

• Residential service and retention representative
• Top performer recipient February through August
• Top Sales recipient March through August
• Provide training for new or under performing representatives

• Responsible for providing clear and concise statistical reporting in a diverse environment. Monitor intra-day traffic and real time staffing to ensure optimal service levels and metrics/goals are achieved across 400.
• Manage and coordinate daily service levels/staffing to plan
• Create and analyze reports (Hourly to Monthly); Make recommendations to operations management to balance service objectives, efficiency, and cost
• Train management on desktop applications
• Act as central communications point for any technology or facility issues affecting call center and support operations
• Provide desktop support and local help desk support for site

• Facilitated software demonstrations and testing
• Helped re-build the workforce management departments policy’s that improved efficiency and better forecasting of service levels with new software
• Traind employees on desktop applications including Microsoft Office
• Handled 30+ technical/mission-critical calls daily and consistently met high service standards and documentation
• Implement and maintain inventory and IT change management
• Facility Expansion project

• Supervisor Assistant and support for 400 universal employees
• Produce metric reports and coach to exceeding target goals
• Develop cross functional change management and communication filters