Customer Service Help Desk

GLENFORD T. ROACH

*** ********** *****, ** *****

PHONE: 469-***-**** ALT PHONE: 817-***-**** EMAIL: ac0m9e@r.postjobfree.com

OBJECTIVE

Dedicated and dependable individual seeking a position in an organization where my skill set, education, and experience align with those of the company. A quick, effective, and excellent communicator offering expertise in many facets such as problem solving and troubleshooting.

PROFESSIONAL EXPERIENCE

01/2016 - 01/2017 Children's Medical Center Dallas, TX

Service Desk Team Lead

The Service Desk Team Lead is responsible for overseeing all analysts and every aspect of the Service Desk. Responsibilities include:

Schedule coordination.

oThis includes clock in/clock out times, breaks, lunches, onsite and offsite activities.

Managing time tracking.

oThis includes holding analyst accountable to being on time in queue and managing any overtime.

Team meetings.

oThese meetings provide details to the analyst every month on our team goals, analyst recognition and Q & A sessions.

This position requires one to be able to communicate efficiently and effectively with all levels of leadership.

oThis includes but not limited to daily status reports, weekly reports, monthly reports and being able to provide insight on team stats and SLA.

This position requires the Team Lead to be able to interview candidates for the job and build a team from 8 members to 16. The position requires the Team Lead to lead the team to meet certain goals within the organization while building and maintaining the highest level of customer service. This is a 24/7 position that required management for all 3 shifts. Required to handle all Severity issues within the organization using Live Process and provide updates on outages until completion. The Team Lead is responsible to hire, fire, promote and demote analyst based off of job performance and expectations.

Major accomplishments:

Was to be able to create, coordinate and implement the new calls options for when the customer called the Service Desk. The customer was able to connect to an analyst that could meet their specific request. This project improved SLA, FCR, and Customer satisfaction.

Also was highly involved with the implementation of Office 2016, SharePoint, and training of this platform.

Also involved in the implementation of Team Viewer.

06/2013-01/2016 Concentra Health Services/Humana Dallas, TX

IT Project Coordinator

Job responsibilities include using and updating tracking systems to make sure projects are maintained with complete accuracy. Host weekly conference calls and effectively and accurately communicate relevant project information to the client and project team. Ensure clients’ needs are met in a timely and cost effective manner. Keep Project Manager and others informed about project status and issues that may impact client relations. Provide technical assistance to cabling vendors and hardware vendors for projects. Provide technical knowledge and experience for both software and hardware. Maintain a high level of customer service with all vendors, and clients.

11/2008-06/2013 Concentra Health Services Dallas, TX

Help Desk Senior/Trainer Analyst.

Assist in training team to become familiar with new desk support in a 2 week period. Helped establish a team that was able to exceed SLA after the first month of taking on new project. Contributed towards establishing a detailed knowledge base for team. Showed good knowledge of computer software and hardware. Established a good relation within the team and other technology departments. HDI-SCA Help Desk Certified and HIPPA Certified for working for a medical organization. Accomplished outstanding customer service ratings, FCR and Average talk times.

96% customer service rating through January – October 2011

88.05% First Call Resolution through January – October 2011

7:31 average handle time while taking over 4400 calls

1/2008-08/2008 ACS-Scotts Dallas, TX

Helpdesk Analyst

Supported various issues and showed critical thinking skills to solve technical issues. Supported laptop/desktop issues for Scott’s colleagues nationally and internationally. Supported hundreds of colleagues with VPN issues. Documented a high customer service skill satisfaction percentage of 97% over an 8 month period. Showed the ability to support the client in all aspects of conversation.

7/2006-12/2007 Horizon Home Loans Dallas, TX

TAC Analyst

Challenged daily to troubleshoot desktop issues and to use critical thinking skills to solve some of the most complex technical issues. Provided hands on support for broken machines in-house. Desktop support trainer. Supported laptop issues for Senior VPs of the company. Supported Priority 1 network issues with large branch networks. Held meetings with helpdesk team to go over weekly stats. Skilled in handling telephone issues servicing Smartphones, and Blackberries.

9/2005-7/2006 Claim Adjustment Specialist Dallas, TX.

IT Solutions Manager

Discovered different processes and procedures on how to implement new software acquired by CEO and taught it to help desk crew. Held interviews and hired on exceptional techs that helped improved quality of the help desk which exceed company standards by 90%. Assisted with hardware problems that occurred within the company office and outside the company office. Walked adjusters through proper processes and procedures on how to improve quality or work.

With this training, adjusters were able to

Triple the amount of work they were able to get to

Improve accuracy of estimations

Improve accuracy of reports

Improve and maintained quality of work using Simsol and IntegraClaim software

7/1999-9/2005 Eckerd/CVS Pharmacy Dallas, TX.

Customer Service Specialist

Depended on to honestly and accurately shutdown registers and handle daily bank deposit. Answered customer calls to insure quality control. Assisted pharmacist with data entry and customer prescriptions. Conducted professional business to help customers find the appropriate pharmaceutical products. Responsible for ensuring customer confidentiality. Stocked product on sales floor and accurately rang customers up at registers.. Received daily shipments (usually about 5-10 boxes) from UPS and FedEx. Inventoried 100% of product into computer and filed paperwork.

7/2005 Westwood College Dallas, TX.

Associate's Degree

Acquired Associates of Science in Computer Network Engineering course. Obtaining A+ and CCNA certificates. Lots of hands on experience with Cisco equipment, Microsoft Word, Excel, PowerPoint and Visio. Learning Windows 2003.

SUMMARY OF SKILLS

Live Process

Printer Setup

Microsoft Office 2016/Sharepoint

Office 2000, 2003, 2010

Active Directory 2000, 2003, 2008

Server Groups

Citrix/VDI/Workspace

MS Visio

Malware/Virus Support

Network Issues

Phone Support (Avaya, Droid, IPhone)

A+ Hardware

Remote Access

VOIP

Teamviewer

Lotus Notes

Windows XP

Windows 7

Project Coordination

MS Project

MS Outlook

Cisco Finesse and Administration

Vendor Support

Customer Service

Launchpad

TSRM Ticket System

Trivoli

Caradigm

Little Known Fact: I am a musician of several instruments and a singer.

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