Esthetician Resume Example

Managed the performance of Level 1 and Level 2 services and support to clients and ensured that service levels were achieved. Responsible for managing procedures related to identification, prioritization, and resolution of client request, including the monitoring, tracking and coordination of the Service Desk functions.

• Managed the performance to ensure that service levels were achieved.
• Hired, trained, and supervised team of analysts.
• Planned and conducted performance appraisals, administered disciplinary actions, salary recommendations and promotions .
• Monitor daily activities and performance to ensure compliance with all service agreements.
• Compile and analyze data, prepare daily reports on call volume, abandon rate, carry over, and outages for senior management.
• Review help desk operations, software and user needs. Forward recommendations regarding enhancements or potential operational improvements.
• Review daily problem management tool to ensure team consistency regarding troubleshooting methods, accuracy of call log, and user profile information. Maintain compliance with all standard operating procedures.
• Tracked and analyzed trends and generated statistical reports.

• Supervised team of Level 2 analyst
• Administered department training and development programs for all support analyst.
• Directed the generation of the Knowledge base utilized by the support staff, which significantly increased the accuracy, efficiency and productivity of all support analyst.
• Monitored and compiled monthly service information, and reported to senior management.
• Performed annual reviews of all personnel.
• Lead team where 80% of members received awards for outstanding performance.

• Assisted Technical Support Manager in all facets of support in addition to the responsibilities of technical support analyst.
• Provided technical support to end users. Viewed calls, performed troubleshooting, routed calls to appropriate service group as necessary.
• Maintained call and problem management logs, followed up with all users to ensure resolution of problems.
• Monitored and maintained desk side queue, dispatched technical service personnel to user locations.