Beth Dean

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.

·Initiated call center reporting and continued to track progress on specific KPI measurements.

·Analyzed cases and troubleshot data for root cause analysis and reported recommendations to managements on call avoidance and higher first call resolution.

·Created and maintained the New Employee Orientation training guide.

·Collaborated with a global support group to assist with building a global ticketing system.

·Created product training manuals, instructor manuals, PowerPoint slide presentations and trained nine hundred plus employees over the course of six months.

Assigned to the Merck Field Technology Services Helpline Lansdale, PA

·Assisted manager with KPI measurements and coaching the help desk

·Attended meetings with vendors, application support and developers to acquire information needed for the helpdesk to support new applications and new version of proprietary applications.

·Developed helpdesk training for all new and revised applications with a focus on effective and efficient problem resolution.

·Analyzed cases and troubleshot data for root cause analysis and reported recommendations to managements on call avoidance and higher first call resolution.

·Handled escalated calls from the customer base.

·Functioned as subject matter expert during projects to align sales force helpdesk with other Merck Helpdesks.

·Maintained top call taker status.

·Created training manuals for the help desk team.

·Assisted subject matter experts with metrics for their weekly report.

·Managed productions lab shifts and work that needed to be through the lab from the time we received the unprocessed film to the ending photo package.

Three Day Course Agenda

• My Leader's Compass
• Managing a Leader's Time
• Leading Productive Meetings
• Goal Setting
• Communicating as a Leader
• Motivating People
• Conflict Management
• Leader as Coach

Completing the Leadership Boot Camp earns three continuing education units (CEUs) from Villanova University and 21 PDUs from the Project Management Institute, which can be applied towards certification as a Project Manager.