Wendy Stiles Email and Phone Number

•Handle and resolve Escalations from Senior Management, Customer Account Executives, and emails. Cleared and resolved problem tickets in the Remedy Ticketing system.•Researching and gathering new and ongoing issues and problems to be addressed and procedures to follow, with the Service Desk leads. Reviewed and updated scripting for new SDM12 ticketing system.

• Interviewing and hiring of new Offshore Service Desk Analysts• Post Validation of training for the new Service Desk Analysts• Provide root cause analysis after outages and widespread issues: track and monitor deliverables and lessons learned from incidents. Create Post Mortems• Handle and resolve Escalations from Senior Management, Customer Account Executives, phone calls, emails and surveys• Create and modify Service Desk Offshore Processes for Level I Support• Designed process for Level I and Level II support for Global WAN Service Restoration Procedure• Coordinate Severity One Service Emergencies with all infrastructure teams• Quality control and problem resolution specialist for problems and surveys• Researching and gathering new and ongoing issues and problems to be addressed and procedures to follow, with the Service Desk leads at my Call Audit Meeting