Ian Cahall
Manager, Workspace at Encore Technologies- Claim this Profile
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English Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Nathan Ell
I worked for Ian during two different roles and would undoubtedly work for him in a third. He is the definition of a great leader and brings those leadership skills, along with countless others, to everything that he does.
Derek Hardin
Few people have the pleasure of reporting to someone as both a true leader and mentor - but I did when I worked for Ian. I had the pleasure of working with Ian when I started my career at Pomeroy as a Level 1 Analyst, where he patiently taught me the ins-and-outs of the complex systems that we constantly used for our client. Not only that, but he frequently talked about me as being someone with 'high potential, and an incredible desire to learn.' I am certain that this positive attitude and mindset towards his fellow coworkers and employees is a primary factor in his incredible ascent through the company. Ian would be an astounding asset to any team, and earns my highest recommendation.
Nathan Ell
I worked for Ian during two different roles and would undoubtedly work for him in a third. He is the definition of a great leader and brings those leadership skills, along with countless others, to everything that he does.
Derek Hardin
Few people have the pleasure of reporting to someone as both a true leader and mentor - but I did when I worked for Ian. I had the pleasure of working with Ian when I started my career at Pomeroy as a Level 1 Analyst, where he patiently taught me the ins-and-outs of the complex systems that we constantly used for our client. Not only that, but he frequently talked about me as being someone with 'high potential, and an incredible desire to learn.' I am certain that this positive attitude and mindset towards his fellow coworkers and employees is a primary factor in his incredible ascent through the company. Ian would be an astounding asset to any team, and earns my highest recommendation.
Nathan Ell
I worked for Ian during two different roles and would undoubtedly work for him in a third. He is the definition of a great leader and brings those leadership skills, along with countless others, to everything that he does.
Derek Hardin
Few people have the pleasure of reporting to someone as both a true leader and mentor - but I did when I worked for Ian. I had the pleasure of working with Ian when I started my career at Pomeroy as a Level 1 Analyst, where he patiently taught me the ins-and-outs of the complex systems that we constantly used for our client. Not only that, but he frequently talked about me as being someone with 'high potential, and an incredible desire to learn.' I am certain that this positive attitude and mindset towards his fellow coworkers and employees is a primary factor in his incredible ascent through the company. Ian would be an astounding asset to any team, and earns my highest recommendation.
Nathan Ell
I worked for Ian during two different roles and would undoubtedly work for him in a third. He is the definition of a great leader and brings those leadership skills, along with countless others, to everything that he does.
Derek Hardin
Few people have the pleasure of reporting to someone as both a true leader and mentor - but I did when I worked for Ian. I had the pleasure of working with Ian when I started my career at Pomeroy as a Level 1 Analyst, where he patiently taught me the ins-and-outs of the complex systems that we constantly used for our client. Not only that, but he frequently talked about me as being someone with 'high potential, and an incredible desire to learn.' I am certain that this positive attitude and mindset towards his fellow coworkers and employees is a primary factor in his incredible ascent through the company. Ian would be an astounding asset to any team, and earns my highest recommendation.
Credentials
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HDI Support Center Manager
HDIJun, 2018- Nov, 2024 -
ITIL v3 Foundation
MAX Technical TrainingOct, 2017- Nov, 2024 -
HDI Support Center Analyst
HDIJul, 2015- Nov, 2024 -
Aloha POS Solutions Technician
NCR CorporationApr, 2015- Nov, 2024 -
Security +
CompTIAOct, 2016- Nov, 2024
Experience
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Encore Technologies
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Manager, Workspace
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Aug 2020 - Present
Encore Technologies' Workspace Services include: Global Service Desk, On Site IT, Device-as-a-Service, Command Center, Endpoint Management and Engineering, Audio Visual, Mobility, Smartspaces, and eSports. Find out how we can help your business at https://www.encore.techResponsibilities:• Be an Advocate for the Digital Workplace and improving user experience with properOrganizational Change Management• Partner, collaborate and develop strong relationships with functional and customer relationshipleaders to understand IT End User needs in support of the corporate strategy, and majorfunctional objectives• Direct and support Workspace support operational resources. Hire, mentor, and developresources. Build an effective workspace execution team.• Provide leadership to develop and enforce standardization and usage of workspace processes,and technologies• Work with appropriate technical and business teams to develop, evaluate and improve end-usercomputing solutions including end point management, onsite IT support, enterprise mobility,self-healing technology, audio-visual, and lifecycle services.• Drive continual service improvement with portfolio offering• Provide clear direction and goals to direct reports and manage the overall performance ofinternal employees and third parties• Manages vendors to provide high quality, low-cost outsourcing services to the business• Engage in presales work streams
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Pomeroy
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United States
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IT Services and IT Consulting
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700 & Above Employee
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IT Operations / Service Delivery Management
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Nov 2018 - Aug 2020
Responsible for North American IT Operations and Service Delivery for a Top, Fortune 500 Manufacturing Client.IT Operations include Desk Side Support, Service Desk, IT Asset Management, Audio Visual/Conference Room Support, Telecom Expense Management, Platform Technology, and Workspace Innovation.Own Service Delivery Teams totaling 80+ people in geographically diverse locations across North America supporting a user base of over 14000. Support delivery for Corporate, Call Center, and Manufacturing environments.Work with Google, SAP, ServiceNow, AWS and Workplace Automation technologies.
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Senior Service Desk Manager
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Aug 2018 - Nov 2018
Manage IT Service Desk Operations for more than 10 diverse clients, including Blue Chip Manufacturers, Financial Institutions, Retail, and more. Manage 4 Service Desk Managers with cumulative employee base of 120+ across two separate geographic locations.Responsibilities include workforce management, service level management, continual service improvement, client success, project management, facilities management, and more.Act as senior management, setting and accomplishing localized business objectives, serving as escalation point for client and call center impacting events.
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Service Level Manager
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Mar 2017 - Aug 2018
Responsibilities: Managed Service Desks for multiple clients, including a Fortune 200 manufacturer, a top fast casual restaurant franchise system, and a leading printer supplier service.Delivered Services meeting or exceeding agreed upon Service Levels.Supervised 25+ employees in various positions of support, including Level 1, Level 2, Process Analysis, and Dispatch. Supervisory duties included payroll, expense management, scheduling, coaching, and more.Participated in Continual Service Improvement consistent with ITIL principals.Set standard operating procedures and pioneered new technological implementations.Managed or lead various projects related to Managed Service implementation, Software and Hardware rollouts, and revenue generating outbound software upgrades.
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Process Lead
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Feb 2017 - Mar 2017
Develop new processes for support level analysts. Work in a leadership capacity in mentoring and training for support level analysts. Assist with client transitions. Work directly with client contacts to provide and improve support. Work with service center management to define, solution, and implement new projects. Analyze and refine processes against service level agreements(SLAs).
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Level 2 IT Analyst
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Jul 2016 - Feb 2017
Offer advanced troubleshooting for issues that require escalation. Manage Level 1 Analysts in productivity and scheduling. Work closely with clients on new and on-going projects. Work on internal projects such as asset configuration and deployment. Attend daily/weekly client meetings to discuss benchmarks, goals, and future prospects. Create processes based on client needs. Manage knowledge bases for Level 1 support. (Includes responsibilities of previous position)
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Level 1 IT Analyst
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Mar 2015 - Jul 2016
Take inbound customer facing phone contacts. Troubleshoot issues for various IT related applications and hardware; including but not limited to Aloha POS Solutions, Xerox Printers, Microsoft Office, Active Directory, etc. Create tickets for issue tracking and escalation. Create Service Level Agreement based reports.
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IT Authorities, a WidePoint company
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Success Executive
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Nov 2018 - Feb 2019
As a CSE, was responsible for managing client relationships with the company.Account owner for various clients in the SMB space including Public Sector, Non-Profit, Realty, Banking, Technology, and more.Built rapport with client personnel and assisted with Run Operations insight on a daily/weekly/monthly/quarterly basis.Partnered with Account Executives to optimize current services and identify opportunities for additional services or enhancements that benefited clients.Worked with internal operations teams to ensure client needs were met and overall client satisfaction improved.
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Time Warner Cable
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Telecommunications
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700 & Above Employee
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Customer Service Representative
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Aug 2014 - Mar 2015
Cable, Internet, and Phone related troubleshooting. Serviced customer accounts. Took payments. Made sales and up-sales during the course of conversation. Placed service tickets. Cable, Internet, and Phone related troubleshooting. Serviced customer accounts. Took payments. Made sales and up-sales during the course of conversation. Placed service tickets.
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Dollar General
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United States
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Retail
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700 & Above Employee
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Store Manager
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Jun 2012 - Aug 2014
Store operations. Workforce management. Inventory management. Sales management and marketing. Customer service management. POS front of house operation and management. Asset protection and theft prevention. Project management. Store operations. Workforce management. Inventory management. Sales management and marketing. Customer service management. POS front of house operation and management. Asset protection and theft prevention. Project management.
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Co-Founder
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Oct 2012 - Mar 2014
Co-Founder. Developed Third Party Delivery platform that set the standard for the future of the industry. Built business relationships with local restauranteurs and franchise owners, offering an additional revenue stream. Co-Founder. Developed Third Party Delivery platform that set the standard for the future of the industry. Built business relationships with local restauranteurs and franchise owners, offering an additional revenue stream.
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Education
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2011 - 2013
Northern Kentucky University
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2007 - 2011
Lloyd Memorial High School
Diploma
Community
