Senior Help Desk- Lead
Draeger Medical Systems Inc
To lead the help desk, desk side support and computer lab team covering two locations existing in different states.
·Reconstructed existing processes, collaborated with departments that come into contact with that process if needed, documented and produced several formats of the information for different sets of skill levels, and provided improvement suggestions to management.
·Participated in global, regional and local meetings representing the US, the customer base and the help desk team.
·Provided key performance indicators (KPI) reports monthly to management that contained case, phone system and customer survey data.
·Administrated the call center system for my area and the case ticketing system for the region which included a knowledge database.
·Monitored active and recently resolved cases spot checking for consistency in documentation, troubleshooting, and keeping an eye on technical coaching opportunities.
·Participated actively in the coaching of the team utilizing the mid and end year reviews along with the corporate personal developmental system.
·Assisted with call taking consisting of 1st, 2nd, and 3rd level support for all in scope hardware and software, utilizing relationships with corporate IT staff, other corporate staff and vendors.
·Facilitated asset tracking, license management and commodity approver for all IT related products working with strategic purchasing and the vendors, included in this a beta tester for new hardware and software.
·Initiated workshops/projects as needed and actively participate as a resource in others.
·Reworked the phone schedule to better equalize the work load of a multifunctional help desk insuring coverage during peak times.
·Continued vigilance in updating training materials and instructing the customer base along with the help desk team.