Lead Analyst

DENALI ADVANCED INTEGRATION | Service Desk Lead

Plano, TX (REMOTE) | July 2013 to October 2019

▪ Lead a 12 person team of service desk agents onsite and remotely to exceed KPI and SLA metrics for continual service improvement.

▪ Utilized ITSM/ITIL best practices in all channels of engagement to provide exemplary support in a fast- paced call center environment.

▪ Analyzed open support requests to identify the most effective resolution procedures to shorten incident lifecycles.

▪ Maintained accurate ticketing logs as a basis for user education on resolution trends, routine issues and known errors.

▪ Improved First Call Resolution percentages to eliminate follow-up contacts that would hinder SLA attainment.

▪ Initiated process improvements to Apple Knowledge Base, within my role as Mac SME, to shorten interaction times.

▪ Enhanced vendor productivity through Mobile Device Management of tablets, smartphones, ruggedized devices and BYOD.

▪ Decreased field operative downtime with targeted testing and scheduled push notifications prior to Enterprise deployments.

▪ Optimized Quality Assurance of a high performance team through coaching, live monitoring and side-by- side mentoring.

▪ Accelerated adoption of new products and systems by collaborating with corporate partners during offsite development and testing stages.