Help Desk Manager/Report Specialist
EDS an HP Company (formerly Towers Perrin)
Help Desk Manager/Report Specialist 2007 -2008
Produced Client facing reports analyzing Help Desk ticket and call data through MS Access Databases and Excel. Maintained Help Desk knowledgebase with processes and application information and Help Desk library with documentation for staff containing Application FAQ’s and Forms.
·Engaged 3rd level support teams to resolve problems and interfaced with internal and external clients to ensure quality support.
·Coordinated with project teams during application implementations and network updates.
·Assisted Security with SAS70 Audits to ensure compliance.
Help Desk Team Leader 2005 -2007
Supervised staff of 20 employees in a leveraged environment supporting multiple clients.Researched problem issues and interfaced with users and clients to ensure customer satisfaction.
·Helped to ensure smooth transition in call tracking software during transition from Towers Perrin to EDS
·Created MS Access Database to produce weekly and monthly reports based on Help Desk statistics which enabled EDS to convert dataquickly and accurately to bill the client.
·Developed training materials and schedule for the Help Desk and provided training to new Agents to ensure quality of support
·Promoted to Help Desk Manager and Reporting Specialist
Senior Help Desk Analyst (with Towers Perrin) 2001 -2005
Responded to client calls in addition to processing e-mail.Trained and mentored new Help Desk Staff members and provide coaching to existing staff on an ongoing basis.Created weekly reports based on call volume statistics.Performed network account maintenance through Active Directory and Console One and administration of Mainframe accounts and VPN.
·Created troubleshooting documentation and updated knowledgebase with information as needed to ensure quality support.
·Responded to 30-40 calls per day, and was consistently in the top 10% for performance.
·Received Towers Perrin Star Performer award in 2003
·Promoted to Help Desk Team Leader