Description
ACCOMPLISHMENTS * Developed IT Playbook including, standard operating procedures, incident management, communication plan, D/R and capacity planning, Reporting, Escalations, Tools, Contacts Lists * Successfully created change control process by implementing change control procedures within the Help Desk and MIS organization * Successfully created and implemented customer satisfaction survey resulting in a customer satisfaction approval rating score of 90% for the Help Desk * Successfully analyzed and implemented D/R solutions for Help Desk systems * Successfully upgraded the Interactive Intelligence's CIC platform from version 2.4 TDM to 3.0 SIP as well as migrating from legacy Stratus server hardware to Dell HMP servers resulting in significant cost savings * Successfully upgraded HEAT from version 7.0 to 8.4.5 * Successfully managed the TDES pin pad project replacing all SDES pin pads with TDES pin pads in all Dollar Tree stores nationwide * Improved SLA performance of customer problem response & resolution times from 36% resolved on time to 99% resolved on time within 1 year * Improved Average Speed to Answer from 3.24 minutes to 0.92 minutes * Improved MTTR (Mean Time To Repair) from 7.08 hours to 1.73 hours within 6 months * Improved Outsourced Level 1 problem resolution (first customer contact) by 22% * Successfully implemented dispatch process resulting in improvements in customer satisfaction * Successfully implemented remote control support processes using Track-It resulting in improvements in resolution times and an increase in customer satisfaction * Successfully planned, initiated and developed Service Level Metric Reporting System * Developed and implemented "dispatcher" process for the tier 1 email support structure * Improved the SLA, performance, and trend analysis daily, weekly, and monthly Help Desk metric reporting * Analyze and determine the operating and reporting structure of the support organization and how it fits with the IT organization and the enterprise, including decision-making with regard to scope of services, centralization, and outsourcing options * Initiate and manage Service Level Agreements (SLA) with both internal and external customers * Experience with hiring and recruiting, coaching and mentoring, budget management, performance management, conflict resolution, escalations, SLA performance, asset management, quality assurance, vendor management, project management, data analysis, call center operations, and customer service
Accomplishments
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