Experience

TIMECO

• United States
• Human Resources
• 1 - 100 Employee

• Client Success Specialist / IT Support

  • Apr 2022 - Present

  Sarasota, Florida, United States



The Home Depot

• United States
• Retail
• 700 & Above Employee

• IT Product Support Supervisor

  • Mar 2018 - Apr 2021

  Austin, Texas ⬥ Provided comprehensive leadership for Insight Global contractors supporting the IT Support Service Desk for both corporate, and retail environments. ⬥ On-boarding of new training agents with focus on driving agent retention, and delivering outstanding performance in critical metrics, and quality. ⬥ Oversight, and point of consistent contact for all contractors, and training classes. ⬥ Coached and mentored contractors towards permanent job placement, including career development. ⬥… Show more ⬥ Provided comprehensive leadership for Insight Global contractors supporting the IT Support Service Desk for both corporate, and retail environments. ⬥ On-boarding of new training agents with focus on driving agent retention, and delivering outstanding performance in critical metrics, and quality. ⬥ Oversight, and point of consistent contact for all contractors, and training classes. ⬥ Coached and mentored contractors towards permanent job placement, including career development. ⬥ Developed Service and Business Level Agreements to set expectations, and measure performance. ⬥ Provided performance coaching and action plans to adhere to department metrics, as well as creation and communication of training, and support documentation. Show less



Molina Healthcare

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Service Desk Supervisor (East Coast Region)

  • Jun 2015 - Oct 2017

  Columbus, Ohio | Troy, Michigan ⬥ Coordinated, supervised, and accountable for the daily, weekly, and monthly activities of Tier I, and Tier II technicians for both Columbus, OH and Troy, MI site locations. ⬥ Responsible for daily performance metrics such as quality, call handling, schedule adherence, maintaining service level standards, and ensuring overall customer satisfaction. ⬥ Responsible for daily activities of business support, including outside departments and production teams. ⬥ Provided coaching and… Show more ⬥ Coordinated, supervised, and accountable for the daily, weekly, and monthly activities of Tier I, and Tier II technicians for both Columbus, OH and Troy, MI site locations. ⬥ Responsible for daily performance metrics such as quality, call handling, schedule adherence, maintaining service level standards, and ensuring overall customer satisfaction. ⬥ Responsible for daily activities of business support, including outside departments and production teams. ⬥ Provided coaching and feedback to team members, with focus on continuous team improvement, involvement, and success. ⬥ Coordinated all work and business activities with senior level management to drive continuous communication transparency, and process improvement.

• Tier II Service Desk Specialist & Team Lead

  • Apr 2014 - Jun 2015

  Columbus, Ohio ⬥ Identified, researched, and resolved escalated technical issues in a timely, and effective manner by working through Incident, and Service Request tickets in a professional, and customer sensitive manner. ⬥ Provided Tier II technical support to internal customers, as well as supporting Tier I technicians by utilizing research, knowledge base documentation, and effective troubleshooting skills. ⬥ Maintained knowledge base articles, documentation, and other custom tools to ensure… Show more ⬥ Identified, researched, and resolved escalated technical issues in a timely, and effective manner by working through Incident, and Service Request tickets in a professional, and customer sensitive manner. ⬥ Provided Tier II technical support to internal customers, as well as supporting Tier I technicians by utilizing research, knowledge base documentation, and effective troubleshooting skills. ⬥ Maintained knowledge base articles, documentation, and other custom tools to ensure successful daily operations. ⬥ Performed Team Lead support by supervising a small team of on-site technicians; Fostered an environment of teamwork, community, and positive communication.

• Tier I Service Desk Specialist

  • Apr 2012 - Apr 2014

  Columbus, Ohio ⬥ Provided first level technical support by directly responding to customer requests, and inquiries within inbound call center. ⬥ Utilization of IT ticketing system to receive, prioritize, and respond to all customer support requests, and escalations. ⬥ Utilization of root cause analysis to troubleshoot break/fix issues in order to take required action, and resolve customer issues with focus on First Call Resolution, and quality. ⬥ Usage and continuous improvement of technical support… Show more ⬥ Provided first level technical support by directly responding to customer requests, and inquiries within inbound call center. ⬥ Utilization of IT ticketing system to receive, prioritize, and respond to all customer support requests, and escalations. ⬥ Utilization of root cause analysis to troubleshoot break/fix issues in order to take required action, and resolve customer issues with focus on First Call Resolution, and quality. ⬥ Usage and continuous improvement of technical support by educating customers on troubleshooting steps, procedures, and maintaining knowledge base documentation.



Nationwide

• Insurance
• 1 - 100 Employee

• Business Technology Analyst & Service Desk Support

  • Jun 2008 - Dec 2011

  Dublin, Ohio ⬥ Provided both Tier I and Tier II technical support, and Incident resolution on various hardware, software, and application issues. ⬥ Served as liaison between customers, and technical support teams in order to ensure problem resolution utilizing support tools, and documentation. ⬥ Communicated clearly and effectively with end users, colleagues, and management to quickly resolve issues, and ensure customer satisfaction. ⬥ Utilization of all system tools and processes to provide… Show more ⬥ Provided both Tier I and Tier II technical support, and Incident resolution on various hardware, software, and application issues. ⬥ Served as liaison between customers, and technical support teams in order to ensure problem resolution utilizing support tools, and documentation. ⬥ Communicated clearly and effectively with end users, colleagues, and management to quickly resolve issues, and ensure customer satisfaction. ⬥ Utilization of all system tools and processes to provide complete business oversight, and product expertise. Show less