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• Transitioned to Service Manager for the Mount Sinai Healthcare account at the customer's request
• Have also worked on the Ascension Health Care account and worked directly with that customer as a change manager
• Experience with all aspects of the ITIL environment to include incident management, problem management and request management
• Handled change management for the entire Mount Sinai Hospital environment for over 2+ years
• Facilitated very high level weekly CAB (change meetings) for the account where 75-100 changes on average were discussed and approved
• Responsible for actively managing these changes and the life cycle including approvals and reports
• Handled problem management for the account to include leading of Problem Meetings where RCA (root cause analysis) was discussed and documented
• Responsible for suggesting and implementing SOPs to minimize downtime for application issues
• Responsible for working with both the technical and clinical service desks to meet and exceed SLA requirements for the account
• Responsible for gathering data and running the daily operations meeting for the account every morning - speaking to any issues or concerns that might arise
• Working within the Incident Management environment to identify trends and to monitor bounced tickets from both service desks to increase efficiency
• Responsible for initializing and facilitating bridge lines (client facing) when outages occur
• Following a critical incident through its cycle to resolution
• Responsible for sending high level IT Outage Communications (client facing) to hospital executives when outages occur
• Responsible for sending broadcast within the hospital environment surrounding application issues and or planned downtime (30,000 to 40,000 end user base)
• Responsible for being on call and taking calls via the Service Management Hot line
• When on call for the entire Mount Sinai Hospital location - includes being the first line of escalation for outages and issues
• Training of hospital staff in the utilization of the Service Now ticketing tool
• Ensuring training of service desk agents for the Service Now tool now located in Guadalajara Mexico
• Assisted with the transition of the service desk from US based to offshore
• Ability and experience traveling on site and assisting the customer

*Service Desk Team Lead/Manager for Catholic Healthcare Partners - largest legacy health care account for Dell supporting over 40,000+ end user environment
* Actively supported 20+ hospitals and 100 offsite locations
*Directly Responsible for 15 service desk agents at my location and 25 agents at the Lincoln, Nebraska location
*Experience in over 50 individual applications used by the hospitals and offsite locations
*Advanced knowledge of OPAS and OPAS v2 ticketing tool - required to pull data and reports based on service desk ticketing
*Responsible for maintaining SLAs (Service Level Agreements) within the contract for our client
*Responsible for supplying daily, weekly and monthly EXCEL reports for my management and the client
*Responsible for representing the technical service desk on weekly and monthly operations meetings
*Experience with speaking in meetings with high level customers to include CEOs of the account
*Running and leading meetings with different towers within the account to actively increase end users satisfaction and decrease total costs for the client
*Daily management of service desk agents to provide constant training and informing them of each of their real time call performances
*Screening of agent's calls to listen for opportunities in soft skill training and to ensure they followed correct and accurate account SOPs
*Screening of agent's ticketing processes to ensure correct ticket routing
*Handling troubled callers and escalations where a supervisor was requested
*Responsible for creation and maintaining of a Word Forge database for agents to access real time to assist with caller's issues (1000+ active articles)
*Extensive experience with maintaining a schedule of my agents spread over two locations
*Utilization of jump servers for the account to provide client applications for agents to use for active directory and account unlocks and password resets
*Management of our Avaya call queues - real time attention had to be paid to maintain optimal service desk performance
*Maintain excellent communication between the service desk and service management
*Responsible for representing the technical service desk on technical bridge lines should outages occur (client facing)
*Responsible for continual process improvements in an ever changing environment
*Coordinated with internal departments to maximize operational efficiency across production and administrative areas

*Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis

*Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources

*Documented repair processes and helped streamline procedures for future technical support actions

*Consistently responded to customer service emails within standard window for optimal response

*Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

*Developed training materials, conducted webinars and authored wikis for user training and support use

• Answering inbound calls within a queue and either performing a FCR (first call resolution) or ticketing issues for onsite support teams
• Working with the onsite support teams at Mount Sinai Hospital in NY to help resolve end user's issues
• Experience with working within VPN systems for the client in order to resolve issues to include medical applications such as EPIC and active directory
• Complete forms in accordance with company procedures
• Provide services to customers, such as order placement or account information
• Worked on a health care account speaking directly with nurses and doctors and learning valuable skills in de-escalating situations
• Gained invaluable experience with learning to speak with individuals over the phone and increasing my ability to excel at customer service
• ITIL v3 Certified