Desktop Support Manager
Resume:
Ione M. Heine
**** * ****** ***** ** Apt **-A
Salt Lake City UT 84117
****.*****@*****.***
Professional Profile
Manager. Supervisor. Trainer, Team Lead, Auditor, IT Technical Troubleshooting, Budgets. Financial Statements. Payroll. Invoices. Customer Service. Computer Proficient: Word, Excel, Outlook, Active Directory/Zendesk Support system, Propriety Software. Interpersonal Skills. Public Speaking. Communication Skills. Policy and Procedures. Marketing. Sales. Inventory
CaptionCall Technical Support – Manager 2017 to Present
Created and implemented adherence tracking, improving adherence on the team by 150%
Created and implemented One on One monthly goal setting and coaching, increasing team quality scores by 35%
Handled 40-50 calls per day, from customers, Technicians
Handled 10-20 Desktop Support via Active Directory/Zendesk Support System
Created and trained streamlined process increasing productivity by 20%
Provided performance evaluation, and onsite training
As hiring manager decreased turn over by 20%
Prepared and revised daily and weekly performance reports for upper management, tracking improvement and where improvement was needed.
Konica Minolta, Tempe, AZ 2009 – 2017
Customer coordinator, ACD calls
Utilize proprietary systems to service customers, page technicians, record meter reads
Provide help as needed, for Supervisors. Troubleshooting problem areas for other coordinators.
Team lead -troubleshoot problem accounts on an executive level. Reach out to other department to resolve issues. Train and help team to improve process efficiency. Managed team in Managers absence, attendance, coaching, troubleshooting, answering questions, etc. One on one coaching and setting goals for agent. Answered and helped other agents with processes they were unfamiliar with.
Technical Systems Representative, AT&T Mesa, AZ 2007-2010
Team lead-Executive Escalation-troubleshoot problem accounts on an executive level. Reach out to other department to resolve issues. Train and help team to improve process efficiency. Managed team in Managers absence, attendance, coaching, troubleshooting, answering questions, etc. One on one coaching and setting goals for agent. Answered and helped other agents with processes they were unfamiliar with.
Team lead - National Escalation Team-Led the team to new goals of productivity by implementing new ways of efficiency, and speed through better understanding of systems communication. Trained others to help with efficiency, accuracy and speed. Managed team in Managers absence, attendance, coaching, troubleshooting, answering questions, etc., etc.. One on one coaching and helping set goals. Answered and helped other agents with processes they were unfamiliar with.
Process Improvement Team to write new processes on how to resolve system communication breakdown.
Trainer for teams set in India and Philippines on connectivity systems.
Troubleshooting breakdown in communication between systems.
Answer ACD calls, assess customers technical support needs, analyze/trouble shoot for customers and technicians. (FTTN/FTTP) High Speed Internet, IP TV services, CVOIP installations.
EDUCATION
Graduate of numerous courses annually to improve office skills, IT skills and productivity
Formal Training in computer software programs: AT&T proprietary software systems; Customer Relations; Public speaking
Two years at Brigham Young University
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