It Support Manager

Coordinated and assigned tickets based on criteria and workload of each technician during the work week along with guidance on what needed to be addressed for the company users. Every day the ticket queue was assessed to determine which tickets were highly escalated and needed to be addressed in a timely fashion. At this point, was the third level of escalation for all requests and incidents reported by users and assigned technicians.

Responsible for actively and consistently supporting all efforts to simplify and enhance the customer experience. Had to manage escalation tickets for network and server issues including system down situations for certain locations

Coordinated projects until completion with third-party vendors/subcontractors. Participated in vulnerability management activities including meeting participation, threat assessments, application compatibility, remediation planning, validation framework documentation and CR paperwork and execution.

Successfully lead the NOC Facilities Repair Team which included 10+ techs in Charlotte, NC, and another 10+ techs remotely in Rochester, NY. Advising them on the quickest and most proficient ways of earning the customer’s trust.

Built relationships with internal and external customers to enable for a better performance for instance working with Still Secure to configure ProtectPoint devices. Worked directly with Still Secure personnel, HP technical support, and DELL technical support teams to facilitate equipment repairs.