Is Manager Remote Resolve resume example with 20+ years of experience
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Multi-talented Manager, Jessica Claire is an IT Leader with over 20+ years of experience in Desktop Support, Service Desk, Asset Management, and Technical and Process documentation.
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- Recognized as “instrumental in the success” to both Service Desk and Remote Resolve teams in 2021.
- Identified as a primary contributor during Baylor Scott & White Healthcare IS transition to Atos, 2021.
- Awarded “Building a Bridge” between Service Desk and Remote Resolve, 2018.
- Promoted to IS Manager within a year from Supervisor.
- Published documentation for all processes involved with troubleshooting and collaborated with teams in the development of several new processes.
- Achieved 10% User Experience by introducing Warm Transfer between Service Desk and Remote Resolve.
- Supervised team of 26 staff members., with responsibility over Remote Resolve Team (for all BSWH locations).
- Provide guidance and direction to 25+ offshore and local technicians.
- Drive daily Remote Resolve Team (RRT) operations with 28 techs.
- Spearheading CyberArk's discovery and technical support.
- Primary service contact between Service Desk Manager (SDM)and Tower Leaders.
- Provide technical leadership in operational matrix across Atos/BSWH teams.
- Monitor workload and performance of Remote Resolve.
- Developed new processes and standards.
- Proactive analysis of data to assist SDM in ServiceNow and Power BI.
- Onboarded new employees with training and new hire documentation.
- Lead training for 50+ Technical Service Desk analysts and 18 RRT technicians.
- Compiled data highlighting key metrics to report information, determined trends, and identified methods for improving store results.
- Developed training/reference documentation for Service Desk, increasing first call Resolve by 20%.
- Maintain positive relationships with all teams and customer.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Supervisor, Remote Resolve - 2015 - 2017
Senior Field Support Analyst, BSW of McKinney - 2012-2015
Field Support Analyst - Bryan Tower Corporate - 2008 - 2012
- Directed Remote Resolve, Tier 2 support, for all BSWH locations, provided guidance and direction up to 16 Field Technicians across system, and assisted various projects.
- Boosted employee engagement scores by nearly 20% in first year in role Managed three Tech Stops.
- Remote Resolve team handled over 40% of all onsite incidents and tasks across BSWH.
- Established Warm Transfer calls from Technical Service Desk to Remote Resolve, lead to improve user experience by 10%.
- Restructured Remote Resolve by modifying scope of work to allow team to reach more users and increase productivity.
- Reduced staff of Remote Resolve Personnel from 16 to 10 while increasing CSAT scores, speed of service, and reducing MTTR, Resolve/Respond SLA breached tickets.
- Engaged closely with management teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission, and purpose.
- Used ServiceNow and Power BI to generate required reports and optimize query creation.
- Designed SharePoint for Remote Resolve metrics and processes.
- Developed a relationship with Service Desk leadership to assist quality improvement and service (based on direct feedback from customer).
- Implemented a technical reference guide for all Field Services for current and new field technicians.
- Streamline Windows migration and disk encryption project to convert over 22,000 devices across enterprise.
- Lead field support team from planning to deployment for ground up project implementing desktop environment for new 300+ bed medical center in McKinney, TX.
- Sole contributor for onsite Field Support (18 months) across McKinney Hospital – provided extensive reports from SCCM and ServiceNow.
- Deployed over 1000+ hardware equipment for new 6 floor hospital.
- Produced both tactical and strategic future state remediation plans to satisfy user's needs.
- Engaged with many IS teams to change processes and procedures to reduce risk of data loss and controls over end point devices.
- Surpassed project expectations with exceptional success, on time and under budget.
- Designated as Sr.
- Analyst, SME, and Trainer after 6 months in role.
- Maintained highest individual FCR and CSAT score every month out of 4 technicians.
Desktop Support Analyst, 2005 - 2006
Service Desk Supervisor, 2003 - 2005
Service Desk Analyst, 2008 - 2003
· Highest-ranking Desktop Support Engineer in 2008.
· Promoted from answering inbound calls for Alamo and National Car Rental agents to providing technical support with Field Services (PC Refresh Deployments/OS Migrations) functions for 2 major car rental companies, Vanguard locations in US.
· Provided Tier 2/3 Support for all PC related issues for over 2500 agents in US.
· Leveraged ticket tracking system (Remedy) to prioritize, track and document problem Resolves and notify customers of issue status.
· Managed Novell NetWare Environment and was sole administrator for Novell ZENworks management platform.
· Imaged and deployed software / hardware as needed by request / incidents.
· Took phone calls from local agents (40-50 per day).
· Maintained highest individual FCR and CSAT score every month out of 16 analysts.
· Performed basic troubleshooting, password resets, and software installations.
· Verbalized technical information in clear terms to non-technical individuals to promote better understanding.
Collin County Community College District - Plano, TX
· Recognized as “instrumental in the success” to both Service Desk and Remote Resolve teams in 2021
· Identified as a primary contributor during Baylor Scott & White Healthcare IS transition to Atos, 2021
· Awarded “Building a Bridge” between Service Desk and Remote Resolve, 2018
· Promoted to IS Manager within a year from Supervisor
· Published documentation for all processes involved with troubleshooting and collaborated with teams in the development of several new processes.
· Achieved 10% User Experience by introducing Warm Transfer between Service Desk and Remote Resolve.
· Supervised team of 26 staff members.
· Lean Certified
· Dell Certified Technician, Dell - 2020
· Microsoft Certified System Administrator, MCSA - 2002
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Resume Overview
School Attended
- Collin County Community College District
Job Titles Held:
- IS Manager - Remote Resolve
- IS Manager - Remote Resolve
- Desktop Support Engineer
Degrees
- Certifications Lean Certified Dell Certified Technician, Dell
- Microsoft Certified System Administrator, MCSA
- Associate of Applied Science
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