Customer Service Desk

Tricia S. Peterson

Wake Forest, NC *****

Contact 919-***-****. Email: ****************@*****.***

Areas of Expertise

Experienced, Manager/ Supervisor/ Team-lead/ Technical Support Specialist, junior Systems Administrator, with proven excellent leadership, technical, customer service and communicative skills. Experienced in environments ranging from Call Center, Desktop on-site support, to Enterprise Network Operations Center. Multi-faceted skill set encompassing both technical, facility and leadership centric areas of expertise. Positive and Motivated Team player who thrives in an environment requiring coordination of effort and consistency of process. Experienced Human Resource assistant/ Recruiter/ Team- Tech Lead. Communicating professionally and effectively, in person, video and voice conferencing, and e-mail. Great attention to detail and ability to multi-task, is one of my valuable gifts.

Professional Experience

Environmental Protection Agency- SAIC-ISMC

Service Desk Manager

EPA OITO Contractor

Durham, NC

December 2014- Present

Managing a very successful Information Technology Service Desk, supporting the Environmental Protection Agency.

Demonstrating leadership in IT Help Desk Management, Superior Customer Service support, above meeting, excelling all Service level agreements.

Leading team members to achieve and maintain a goal of 95%, minimum acceptable performance levels (MAPL).

Overseeing incoming INC, Requests, escalations, other department service needs, request, and updates to ensure quality assistance and phenomenal service at highest values.

Consistently leading, communicating, coaching, guiding, and assisting in developing higher technical and customer service level skills for team members. Providing one on one meetings to train, coach, equip, and keep staff motivated, providing feed-back and recognition with kudos and other rewards. Always looking for new strategies and input from agents on ways to add value to our desk by ideas and suggestions.

Effectively addressing unprofessional or non-constructive behavior situations. Focused on developing a positive team relationship for team building, growth in all areas.

Technical Support Management - Business Operations - Process Improvement - Project Management Staff Training and Quality Assurance. Directly supervising a team Service Desk Analysts for the support of EPA client/ users needing technical assistance for a broad range of technical issues.

Assistant proposal coordinator, writing and developing roles, responsibilities, and workflow schedules based upon daily requirements and special IT projects. Ensuring multiple shifts have adequately dispersed employee skillsets. Presenting detailed analysis with recorded SLAs/ KPI and other reports and documentation requested for government compliance.

Providing HR support and assistance for employees, and management for administrative access, security clearance and training completion in compliance with government requirements.

Providing input to EPA managers on workload adjustments needed according to volume of calls/ tickets and staffing needs.

Interviewing, hiring, training and supervising SAIC service desk & LSD staff. Evaluating performance and attendance daily. Monitoring calls for adequacy, quality assurance, compliance and reports to meet EPA service level agreements.

BRM role- Business relationship manager, handling challenging sudden issues and outages that the service desk encounters needing special attention for all staff including management and EPA staff communications. Communicating with CSR staff during and after work ours to ensure escalations are addressed and resolved.

Consistently updating and maintaining a high level of knowledge to provide support for preparation for our team members & service desk staff for future system updates, outages, applications, system equipments, servers, site locations, and many other daily functions and operations. Updating our IVR system during outages or workaround system issues.

Handling all escalation calls and failed surveys for exemptions needed to meet technical needs and customer svc level agreements. Training agents on systems and programs. Handling individual audits of calls, pre-recorded and live calls and coaching on failed audits. Organizing bi-weekly team meetings and other duties as assigned at time of new updates and releases.

Vitalyst- How to help desk- Point of contact. Meeting with Vitalyst and EPA managers on monthly basis or additional concerns for escalations with EPA CSRs.

PTL- Interview screening, administrative employee data input, aiding employee technicians for timesheets, benefits & SAIC/ NAISMC access and servicing HR sites. Reviewing updates for performance and attendance evaluations.

HCL America

Program Manager

IT Support Analyst III-

Cary, NC

December 2012- December 2014

Support and monitored agent status continuously to ensure availability in line with requirements. Analyzed variation on service level objectives, taking appropriate action. Reporting performance and highlight issues. Responsible for building effective working relationships with internal and external departments. Preparation & Analysis on AHT, Calls and scheduled adherence reports interacting with Management, client and customer as and when required.

Inventive Health & OXY oil & gas Occidental Petroleum company. Resolving Windows XP & Windows 7 client related issues, configuring applications & all levels of trouble shooting including Virus issues, VPN, IPass & Wireless, remote tools, Networking concepts, Citrix, TCP/IP, Lan &Wan.

Creating new profiles, resetting & unlocking user accounts in Active Directory. Supporting IE, MS office (Word, Excel, Powerpoint), Intranet sites and all company applications. Escalating outage tickets in Service Now IT service management to appropriate Network support groups. Provide critical management for global IT Managed Services Company. Manage fully outsourced help desk for Ann Taylor stores and corporate users.

Focused on continuous improvement and value of svc. Managed client weekly and daily infrastructure calls. Improved customer satisfaction scores (current 92%) even after a 33% reduction in staffing. Created the first documented Morale team within HCL which is now a company-wide Initiative "Employee Resource Committee".

Improved collaboration between teams across multiple shifts and locations. Efforts resulted in fewer redundancies, consistent messaging and targeted/ cross training programs. Lead staff of 29 in17x24/ 365 operation providing Tier I support (POS, software, hardware, networking, peripherals), A/V, training, service requests, field services dispatch, reporting, global access management.

Team handles 13,000 to 14,000 calls per month (hundreds of thousands of calls every year) in addition to 3,000 to 5,000 service request e-mails per month by offshore team. Reduced escalation by 20% and improved first contact issue resolution by at least 90%.

Produce Monthly KPI reports/ graphs to Operations Manager with progress against KPIs standards McAfee password reset and account configurations. Assist with offsite interviews and assessments for new accounts within HCL. Monitor individual, team and call center results to identify and act on both positive and negative performance trends. Determine work procedures, prepare work schedules based on business need and expedited workflow to ensure completion.

Build good customer relationships as well as ensuring all agents/ mangers are on the same page echoing the same information.

1-800-PACKRAT

Moving & Storage Company

Technical Support Specialist Manager

Wake Forest, NC July 2008- Dec 2012

Technical Office service desk supervisor and support specialist for 1-800 Packrat. Administrative access for 22 servers, supporting corporate office, operations, (onsite) call center, and currently over 100 franchise locations. Creating new Images and Re-imaging Dell PC Desktops & Laptops. Data migration deployed with both Acronis & Ghost software. Installing/ Supporting Windows XP, Windows 7, and applications including Citrix, all Microsoft products, Rats, Sitelink, PC Charge, Great Plain Dynamics FRX, Spyware/ Malware Antivirus protection, Trend Micro (Office scan), Adobe and more. Reinstalling/ repairing Windows, Viruses, application Errors and more. Repairing/replacing PC hardware such as hard-drives, memory, mother boards, laptop LCDs etc.

Managed Watch-guard system manager (Firebox) / DSL/ wireless routers/ and Switch box routers for secure connection. Proficient in MS Server 2000, 2003, Terminal Services, Remote Desktop Connections, VPN- SBS or PPTP connection. Creating and establishing new user/ email accounts, managing exchange server, utilizing Active Directory, Postini, Portal, Outlook client / (Webmail), RDP access, Blackberry Enterprise server, Neo-ware thin clients, Citrix connect, Wireless access, Broadband, Log-me-in, Share point management system for ticket, inventory and more.

Administered UPS system backups for all locations. Responsible for security Hub manager badge system, administering new badges and disabled upon leave. Manager of Verizon, Sprint & T-Mobile wireless phone accounts handling the migrating of plans. Administered new phones, upgrades, and phone replacements, setting up profiles with network access for Blackberries, Androids, & I-phones. Monitored all usage monthly establishing monthly reports to prevent overages & determine the revisit of new phone plans.

Lexis Nexis PC Law

Provider of legal, government, business and high-tech information sources

Technical Support IV

Cary, NC March 2007 – July 2008

Technical support specialist for Time Matters, Billing Matters, and Practice Advantage, for Lexis Nexis software program system. Receiving over 50 inbound calls per day regarding all tech support issues at the highest level of support, with remote access through webex.

Following up with customers on quality control service release issues. Resolving issues that customers have with application errors, data corruption, file locations, SQL server issues, Exchange server issues, Installation problems for Professional and Enterprise version, missing records, re-indexing files, restoring files, synchronization issues for products such as Blackberry, OTA, Palm Hand Held devices, Outlook, Pocket Outlook, Group wise, Laptop syncs, and Real time exchange synchronization.

IBM, Inc.

World leading provider of IT hardware, software and services

Help Desk Technician II

Research Triangle Park (Raleigh-Durham, NC) February 2005 - March 2008

Inbound call center Help Desk Technician / Customer Service representative. Received over 100 inbound calls from federal accounts daily.

Trouble shooting job tickets and assisting users, following procedures to resolve any existing issues with PCs for Network, in-frame, Lotus Notes, Windows XP, base 2000, MS office, User Manager, Scorecard, and more.

Responsible for trouble shooting, application errors, password resets, suspended accounts, system shut downs, computer errors, etc. Providing excellent customer service, while fixing the issues, or escalating tickets for all users, clients, customers, and agencies.

Excel Moving & Storage

Moving & Storage Company

Relocation Manager

Raleigh, NC March 2004 - January 2005

Relocation specialist managing business and residential accounts.

Setup new account information and appointment date and time for sales rep.

Provided relocation quote for residential and business moves. Scheduled date, time and location with drivers for pickup, delivery and storage.

Provided excellent customer service for all complaints, mishandles and misplace items.

Monarch Staffing

Flexible Employment Solutions

Staffing Manager/ Recruiter

Raleigh/ Durham, NC October 2000 - March 2004

Interviewed job applicants in order to select people meeting job qualifications. Reviewed employment applications and evaluated work history, education and training, job skills, compensation needs, background checks, references and scheduled drug test.

Interviewed professional, technical, clerical, and other skilled and unskilled workers. Managed account records and compiled information requested by customers and others handling customer accounts.

Setup new business accounts (sales), with interested clients for employment placement. Maintained employee records and produced reports for branch and operation management.

Federal Express

Offering Dependable Solutions for Shipping Needs

Customer Service Agent

Raleigh, NC February 1998 - October 2000

Investigated customer complaints about merchandise, service, billing, and credit rating. Assisted subordinates and supervisors in identifying and resolving problems.

Supervised and coordinated activities of workers engaged in resolving customer problems and complaints concerning matters such as, late, lost, or damaged packages. Trained and assisted new clerks and handlers with customer support and package handling.

Brooklyn Developmental Center

Intermediate Care Facilities/Mentally-Disabled /Retarded

Human Resource Assistant

October 1995 - January 1998

Complied and maintained personnel records. Scheduled interviews and NY state test requirements for potential new hires and promotional positions. Recorded (data entry), employee information, such as personal health, diet, mental status, physical, and social disabilities. Scheduled drug testing, reviewed background checks, employee referrals and work history.

Maintained work benefits, state tax data, compensation, attendance, performance reviews and termination date with reason for all employees. Maintained and consistently updating the state records department, filling all employee and patient information.

Brooklyn Developmental Clinic

Intermediate Care Facilities/Mentally-Disabled /Retarded

Therapy Aid III

December 1992 - October 1995

Performed duties in care of patients in clinic/ home under direction of nursing and medical staff. Provided general medical care and treatments to patients in clinic health center and public health agency, transporting patients to any appointments outside of facilities.

Bathe patients, changed sheets, spreads, pillow cases, and clothing. Planned and conducted art therapy programs in the clinic to rehabilitate mentally and physically disabled patients. Executed daily operations of preparing meals, patiently feeding, and giving them provided medication.

EDUCATION AND TRAINING

Kings Borough College

Brooklyn, NY-1997

Bachelor’s Degree: Business Management

Certified - HDI Support Center Manager

MCSA: Windows 7, 10 certifications

MCSE: Desktop Infrastructure

Lexis Nexis: CIC- Certified Independent consultant

Share Point 2010 Training.

Exchange Server 2010 Training.

A+ Training

Certified Local consultant- Time Matters & PCLaw, offering local onsite support to all Business Law Offices.

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