Senior Technical Lead/Supervisor
East Norriton, Pa
Organized and Established first client call centers using BroadWorks Call Center software. Supervise 22 helpdesk\ desktop techs on 1st and 2nd shifts. Reduced costs by establishing new laptop hardware standard and saved over $100 per machine. Created and tested corporate laptop images and managed them using Windows Deployment Server. Performed knowledge transfers from new helpdesk/desktop clients to ensure proper training and smooth transition of services. Responsible for all inventory and placing new orders for equipment. Serve as Tier II escalation for all helpdesk\ desktop issues. Performed daily Exchange user administration. Monitor daily activities and performance to ensure compliance with all service levels.