Service Delivery Manager

• Feb 2023 - Present

User Services Supervisor

• Nov 2020 - Feb 2023

Service Delivery Manager

• Aug 2018 - Jun 2020

Managed, grew and developed an appropriately skilled engineering team. Responsible for the overall productivity and quality of work for an engineering team of 6. Worked to ensure that each team member had the skills and tools needed to be successful and address/expedite escalations when necessary.• Focused on Company Growth; both for Revenue and Profit• Conducted annual performance reviews and engaged with every engineer to discuss bi-annual and annual goals for the upcoming company year• Supervised 6 direct reports to handle our market workload of 140 customers with critical market level incidents and projects• Developed training curriculum for Engineers to better personal and career growth• Focused on Client Retention and satisfaction by attending monthly/quarterly meetings with customers and executive leadership• Planned and scheduled engineer project workload to maximize the company variable labor rate • Scrubbed project work entries in Remedy to ensure on time completion or discuss delays with customers and project management teams• Prioritized workload for staff with national teams to ensure the face paced work was completely efficiently and to the customers satisfaction• Leveraged internal expertise and experience across All Covered and Konica Minolta Business Solutions to expand the support area when needed• Partnered with Region Leadership to evolve and optimize local delivery model• Directed incident management for the Houston market ensuring tickets were being resolved in a timely manner• Coordinated onsite customer visits to gauge overall satisfaction of the market/company addressing any issues that a customer might have• Investigated billing issues from customers or internal staff to validate charges from a particular incident or project• Hired contractors using onforce/workmarket to complete projects or incidents where All Covered technicians weren’t readily available. Show less

Service Desk Supervisor

• Jun 2015 - Aug 2018

Managed support desk and field technicians that handled 140 calls on a daily average with a 99% handle rate and first level resolution rate of 92%.• Supervised 14 direct reports to service 141 companies on their IT issues both remote and onsite• Used Connectwise to conduct Incident Management to make sure tickets flowed to the proper teams or got proper resolution• Conducted annual performance reviews with staff. Review the past years strengths and weakness as well as the discussing bi-annual and annual goals for the upcoming performance year. • Monitored day to day workload of support desk and field technicians to verify company standards were being upheld and ticket flow was being managed.• Scrubbed daily time entries to ensure accurate data time entry and proper utilization from the teams• Coordinated Emergency Onsite support and dispatched field technicians to service critical hardware or network issues• Utilized InContact to monitor call times and employees utilization to better improve technician performance and training• Managed recurring onsite schedules of field technicians to verify staff coverage in and out of the office • Prepared monthly reports for executive staff to show technicians utilization and ticket resolution rates• Contacted customers that submitted negative reviews; obtained feedback on how to improve their future experiences• Scheduled technicians for company offered training to further progress careers and personal development• Facilitated one on one meetings with technicians advising on work trends and company changes or updates• Handled severe weather short notice staffing to assure companies had minimal to no down time of customer infrastructure Show less

Helpdesk Team Lead

• Jan 2015 - Jun 2015

Assisted the Service Desk Manager with Quality Assurance of completed tickets on the helpdesk team. Dispatched tickets to the team when needed and provided support when the techs were needing assistance. Helped the level 2 techs with ADHOC work or with tickets assigned to them. Managed the team of 16 techs when the Manager was away from the office.

Desktop Support Technician

• Jan 2014 - Jan 2015

• Provided support for over 100 companies and resolved issues quickly and in a timely manner• Promoted to Onsite support work within 2 months of being hired and onboarded a unique restaurant client environment • Promoted to Desktop technician (Tier 2) within 6 months of start; worked on escalated and critical issues from customers • Created users in Active Directory, worked in Exchange Management Console, worked on PCs from XP to Window 8.1 and new Surface hardware installs at customer sites• Replaced hardware on PCs as needed and ran diagnostics on machines that had hidden problems • Triaged failed patched on servers and reinstalled as necessary during weekends or assist oncall• Worked with customers to resolve outages due to failed network connectivity; triaged by either guided the user on reboot of equipment or working with vendor support to coordinate onsite to work on outage if needed Show less

HelpDesk Support Specialist

• Jan 2014 - Sep 2014

Provided client support for 100+ companies by phone, email, or onsite. Dealt with various environments from the different companies. Worked on issues varying from setting user account on domains, troubleshooting network outages, and adding printers to networks among other issues.

Customer Service Rep/Material Acquisitions Manager

• Oct 2009 - Sep 2013

Provided customer service to the base population of 10k personnel and families. Helped create a program to teach facility managers of their responsibilities.• Revamped radio communication program that was neglected for 5 years; saved $25K in replacement costs• Downsized work request by 25%; cut out unnecessary requests by focusing on priority jobs • Provided inventory management for over $1.2 mil worth of materials needed to maintain the base• Managed the renovation of condemned facility for use by several United Nations countries under Operation Odyssey Dawn. Renovations cost were in upwards of $500k• Initiated SharePoint website where customer surveys, online work requests and coordination of high dollar projects could be done. Lost work requests or coordination paperwork reduced 100%• While deployed to Cyprus, Greece, worked on a project worth $3 mil dollars with Lockheed Martin to bring the first power generator to the island to minimize downtime to aircraft missions Show less

Facility Manager/Customer Service Rep

• Sep 2008 - Sep 2009

Managed facility management program of installation valued at over 1.2 billion dollars. Prioritized work requests and implements priorities according to safety, budget, and necessity. Managed 125 personnel to complete work requests with a 95% on time completion rate• Purged over 1K files of outdated facility materials and installation work requests• Enabled first step facility management by informing facility managers of details for project completion

Client Support Administrator

• Oct 2002 - Aug 2008

Oversaw and maintained 150 desktop computers and laptops. Accomplished updating, troubleshooting, and installation of software and hardware. Provided customer service to over 10k people on the installation. • Installed new operating system (Windows 7) on 150 outdated computers using Acronis• Provided desk side and phone support for the squadron; Triaged issues from password lockouts, to installing new CAC card software for computer recognition.• Implemented trouble ticket program so we could better track customers problems and priorities.• Worked in a heavy call volume setting, where we input 80-100 individual trouble tickets a day• Attended Leadership Class to become better familiarized with customs and courtesies of my company Show less