Will Moore Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Leveraged communications skills to facilitate dialogue between clients and the service team to ensure all needs were metpromptly.Utilized strong analytical skills to troubleshoot and resolve IT issues, leading to a 20% reduction in ticket escalations.Managed and took Ownership of the maintenance and repair tasks for high-tech machinery in the field, ensuring optimal performance and customer satisfactionProvided high-quality professional services as a Field Service Technician, consistently meeting and exceeding performance metrics.Provided effective Technology Service solutions as a Service Desk Analyst, leading to significant improvements in system performance and stability.Implemented strategic customer service initiatives that transformed service desk procedures, significantly reducing ticket backlog.Collaborated with cross-functional teams to Provide Assistance in troubleshooting and resolving software and hardware issues.Successfully implemented preventative maintenance protocols for field equipment, reducing downtime by 30%.Expertise in Support Service processes and techniques, including troubleshooting, problem diagnosis, and resolution.Experience in diagnosing and research related to various Hardware Platforms as a Service Desk Analyst.Implemented effective Software Solutions to streamline service desk operations and improve customer satisfaction.

Thornhill, On

Applied expertise in Dispatch Management as a Service Desk Analyst, leading to a significant reduction in turnaround times for customer inquiriesReduced system downtime by 40% through effective application troubleshooting and preventive maintenanceTrained staff on the use of new SAAS Applications, improving overall productivity and job performance.Leveraged my skills as an IManager to improve service desk efficiency and streamline processes.Contributed to the design and implementation of Information Technology Infrastructure improvements as part of a diligent Service Desk Analyst role and Delivery Strategy.Ability to manage prioritized high volume of service requests as a Service Desk Analyst, demonstrating effective Service Request Management skills.Utilized Bomgar to provide efficient and effective client support remotelyWorked on the service desk team handling all aspects of account creation and maintenance for over 5000 usersProvided conceptual expertise related to system software to staff members, solving issues efficiently while improving user comprehension.Developed and implemented efficient Action Plans for service desk operations leading to improvement in customer satisfaction rate.

Managed dedicated daily operations using Service Desk Ticketing System, improving response time by 20%.Developed and implemented efficient Action Plans for service desk operations leading to ensure compliance with policies and procedures.Provided technical support for Microsoft Windows 10 users, consistently meeting high customer satisfaction ratings.Achieved a customer satisfaction rate of over 95% through consistent delivery of high-quality client support and effective issue resolution.Demonstrated ability to Develop Solutions in high-pressure situations while maintaining excellent client service as a Service Desk Analyst.Worked closely with clients to establish, review and update Service Level Agreements based on changing business needs.Provided technical support by troubleshooting issues related to Account Information, including password resets and access management.Developed a streamlined process for account creation which improved efficiency by 30% for end-user computing.Assisted in the development and enforcement of robust security policies while serving as a Service Desk Analyst.Provided exceptional client support to end-users by utilizing strong Service Request Management abilities in the role of Service Desk Analyst.Trained 5 new team members on incident management procedures, leading to a 15% increase in first-call resolution rates.