Kurt A. Lee

678-***-****

adbdju@r.postjobfree.com

www.linkedin.com/in/kurtlee59

Proven IT Operations and Customer Service Professional with extensive call center experience, excelling as an Agent, Team Lead, Supervisor and Call Center Transition Specialist. Monitors daily, weekly and monthly activities to ensure Service Level agreements exceed customer expectations. Collaborate with IT Business Units; ensuring technical reporting tools meet IT Infrastructure and Operations requirements. Possess MBA in Technology Management, and MBA in Cyber Security.

Customer Satisfaction

First Contact Resolution

Operational Metrics

Key Performance Indicators

SLA Management

Support Modeling

Escalation Management

Support Transition

ServiceNow

Incident Management

End-User Support

HP Service Manager

ServiceNow

MS Office Suite 2010 & Up

Windows 7,8, 10

PROFESSIONAL EXPERIENCE

INSIGHT GLOBAL INC – Amtrak Service Desk, Sandy Springs, GA 11/2018 – present

Service Desk Director

Manage the Service Desk Tier 2 and Amtrak Leads daily operations; Performed in-depth analysis of agent ticket documentation, improved process documentation by learning the Rail transportation business and the interconnections to drive efficiencies; revamped quality program and enhanced training materials for new agents;

Oversee the planning, implementation of ServiceNow ITSM tool for the Amtrak IT operations from incident management, end-user support, knowledge and reporting; Ensured Amtrak leads provide comprehensive training to the Service Desk.

Collaborate with Knowledge Management creating templates, new knowledge, updating and archiving existing knowledge and publishing content for service desk agents in ServiceNow.

SALIENT CRGT INC – USCIS DHS, Stennis Space Center, MS 10/2016 – 11/2018

Service Desk Manager

Manage the service desk operations for the United States Citizenship Immigration Services at the Enterprise Operations Center to meet the contractual agreements and metrics; Train and improve leadership & management skills of the shift operations, provide guidance for account management, and collaboration with problem management and critical incident response teams;

Innovating technical support by creating and implementing new Advanced Tier 2 Remote Support team using SCCM for software push, installs and remote-control support nationwide for USCIS end-users;

Streamlining staffing, escalation processes, service delivery and providing transparent communications via close collaboration with the customer; took ownership of Knowledge Management for all areas of incident management

Increase the scope of service delivery the service desk and account management operations to provide more remote resolutions support for applications and access via electronic forms and approval processes;

CHENEGA CORP. – TIME SOLUTIONS INC, CDC Atlanta, Georgia 09/2014 – 07/2016

Service Desk Manager

Contributed to the CDC NSAR 7.0 and IPP electronic systems for tracking import permits and agents and toxins inspections for the Office of Public Health Preparedness and Response organizations by creating mocks of user interface dashboards, templates and updating service operations manuals.

Manage the CDC/OCOO/OD/PGO Service Desk providing Tier 2 support for the Integrated Contract Expert (ICE) application, Tier 1 support IMPAC II grant application and limited support for Purchase card and other intranet services including SharePoint. My leadership has enabled the desk to provide consistently above average performance resolving issues for customers and achieving a customer satisfaction rating above 85% for the last 6 months.

Improved reporting metrics, create, maintained and updated operational process documentation that improved collaboration with other service desks (i.e. MISO, OCFO and PGO Tier 3 support).

Received outstanding employee recognition for last quarter of 2014 leading the PGO Service Desk

Collaborate with CDC management and other business partners that has improved efficiency in ICE support and reduced downtime for contract and grant management specialists.

HEWLETT PACKARD COMPANY, Alpharetta, Georgia 03/1998 – 06/2014

Reporting & Analysis Specialist (06/2006-06/2014)

Produced IT performance dashboards using HP Software meeting their IT business unit requirements, resulting in immediate view of availability, down and uptime of applications.

Designed, modified, & scheduled operational and management Customer Service Satisfaction (CSAT) Feedback and ADHOC reports with trend analysis for Level 1 and 2 support teams.

Recommended several call-handling process improvements that resulted in overall increased efficiencies; 10% customer satisfaction ratings; increased first contact resolution by 5% despite periodic changes in operational models implemented globally.

Collaborated with back-end developers, testing and implementing new reporting tools that met requirements of the HP IT Infrastructure and Operations division through beta test, user Acceptance test (UAT) and Move-To-Production (MTP).

IT Helpdesk Supervisor (06/2000 – 06/2006)

Effectively managed two Sales Force Teams and Customer Engineering Team (30 contractors), providing desktop support to US internal customer base of 10,000.

Implemented HP IT globalization initiative for remote desktop support services, collaborating with IT infrastructure, security, and access service providers. Conducted in depth training on call tracking and knowledge tools, processes and business strategy to new supervisors, team leads and agents at Level 1 support in Costa Rica, India, & China, resulting in savings to HP of greater than $1M.

Provided consulting and recommendations in changing support structure of helpdesk with outsourcing vendor; includes cross-training qualified agents in various skillsets which lowered operating costs significantly year to year from 2002 through 2004.

Maintained 80% customer satisfaction ratings despite increased workloads due to HP-Compaq merger with outsourced managed service Tier 1 and 2 support solution.

Successfully led the project team that consolidated call center incident management call tracking processes during HP-Compaq merger that met ITSM Incident Life Cycle process standards.

Managed Incident Life Cycle team that ensures call ownership and resolution with service level agreements for all HP IT teams. ILC team reduced end-user callbacks to less than 2% of created tickets and SLA fix rate increased by more than 5% overall.

TECHNICAL SKILLS:

Avaya ACD Telephony Reporting

MS Office Suite, including Excel, Word, PowerPoint, Outlook 2010, 2013, 2016, 365, YOTTA data extractor

Windows XP, Vista, 7 & 8, 10 Operating Systems

CERTIFICATIONS:

ITIL Foundation V3.0 Certification – 10/2012

HDI Helpdesk Manager Certification – 11/2005

ITIL Foundations V2.0 Certification – 3/2006

EDUCATION:

MBA – Cyber Security – Jones International University (JIU)

MBA Technology Management - Jones International University – Magna Cum Laude

University of Phoenix - Bachelor’s Degree, Information Systems

Associate Arts Degree, Applied Science in Engineering - Community College of the Air Force

MILITARY: Honorable Discharge

United States Air Force (USAF) (Top Secret Clearance)

USAF Reserves Duty

AWARDS: IBM Means Service Awards – Outstanding Customer Service

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