Experience

Global Mentoring Solutions

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Team Lead

  • Oct 2019 - Present

• Mentor

  • Jan 2018 - Oct 2019

  Greater Pittsburgh Area



Continuum

• United States
• Software Development
• 300 - 400 Employee

• Help Desk Team Lead

  • Oct 2015 - Jun 2017

  Cranberry Twp. PA - Lead team in all and currently Southeast Region delivering help desk support to partners and end users - Coach and work with team, both on-site and remote, to achieve both my and their objectives - Coach and communicate to ensure team is delivering on current and new processes - Delegated tasks and work to team based on priority - Monitor and work to maintain service levels (90% of calls and chats answered in 60 seconds or less) real time by active monitoring, real-time coaching… Show more - Lead team in all and currently Southeast Region delivering help desk support to partners and end users - Coach and work with team, both on-site and remote, to achieve both my and their objectives - Coach and communicate to ensure team is delivering on current and new processes - Delegated tasks and work to team based on priority - Monitor and work to maintain service levels (90% of calls and chats answered in 60 seconds or less) real time by active monitoring, real-time coaching, and schedule adjusments - Perform analysis to find reasons and when necessary coach to behaviors if service levels are not met - Track absenteeism/punctuality of team members using given tools - Perform Quality Monitoring - Deliver verbal and written warnings to team members when necessary - Work with training department regarding feedback on training for new hires - Interview help desk candidates using situation/task/action/response method and judging motivational fit - Build and maintain relationship with help desk enabled partners to ensure best possible outcomes - Manage escalations through both live ticket reviews and audits - Communicate with EHD and NOC technicians regarding processes, delegation, and project requests - Maintain schedules through WFM, responsible for maintaining timesheets for team and delegated teams - Work with internal Account Managers and Technical Success Managers to ensure alignment with helpdesk structure/processes - Perform quality analysis of the handling of calls, emails, and chats and deliver necessary coaching based on results - Deliver annual performance reviews - Coordinate and facilitate monthly team meetings and one on one individual meetings - Speak with escalated users and partners via email, chat, and phone, to ensure best possible resolution - Communicate and verify processes and incident handling with other team leads - Perform ticket reporting and analysis for clients - Give recommendations in SkillSoft training outside of required trainings

• Service Desk Technician

  • Oct 2014 - Oct 2015

  Cranberry Twp. PA -Offered real-time support via telephone, email, and chat as a SPOC for end users, sites, and partners using strong interpersonal communication skills on incidents and service requests -Troubleshoot various items and platforms such as Windows, Mac, Servers, Smartphones, networking, applications (Microsoft Office, Active Directory, Exchange, Microsoft Server, VPN connections etc.) -Provided follow up calls to service requests, incident and problem management -Backup Team Lead role… Show more -Offered real-time support via telephone, email, and chat as a SPOC for end users, sites, and partners using strong interpersonal communication skills on incidents and service requests -Troubleshoot various items and platforms such as Windows, Mac, Servers, Smartphones, networking, applications (Microsoft Office, Active Directory, Exchange, Microsoft Server, VPN connections etc.) -Provided follow up calls to service requests, incident and problem management -Backup Team Lead role which allowed me to coordinate tickets between the Help Desk US and Help Desk Mumbai and NOC -Approved Technician escalations per policy after ticket review -Managed tickets from multiple queues -Took escalated calls from clients -Answered questions and gave insight to other team members when needed -Proofread my Team Lead’s emails before sending to MSP -Added information into Right Answers (knowledge base)



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support - Searching for New Opportunities

  • Aug 2006 - May 2014

  Maintained customer relations in an efficient manner, while troubleshooting equipment, analyzing bills, educating customers, facilitating group meetings, compiling data to work cross-functionally with other departments, and continuously educating myself on new products and service.



Tesinc, LLC

• United States
• Telecommunications
• 1 - 100 Employee

• Quality Control

  • 2005 - 2006

  Inspected drafters drawings for preciseness and accuracy of data entry. Performed SQL searches to check for errors in input. Advised and educated drafters of corrections needing made to prints and of building and construction codes.

• Drafter

  • 2004 - 2005

  Drafted layout for FIOS network based on engineering prints from Central Office to home terminals using Microstation, data entry.