Achievements
- Completion of an A&I project throughout 9 US sites; consisting of 700 asset migrations in a one month span utilizing 12 technicians, where cutovers were scheduled throughout weekends after normal business hours. Project delivered on time and under budget.
- Reduced rejected part orders for Warranty & Non-Warranty replacements by 80%. By tracking common ordering issues throughout a three-month period and documenting a new part ordering process, outlining and training all technicians on new procedures to follow.
- Maintained 98% or higher average SLA (passing) on install, move, add and change (IMAC) for all hardware work order closures through an implementation of collaborative reporting uploaded to Microsoft sharepoint services.
- Positive trending in customer feedback results under my leadership, as witnessed in surveys such as GE’s “Voice of the Customer.”
- Demonstrated a software program CompuCom developed to 10 of our clients and their IT associates to implement throughout multiple programs for the vice president of shared services.
- Software support incident call queue metrics maintained at 95% SLA (Passing).
- Manage and coordinate technicians at 25 regional sites for asset deployments during an XP Remediation project.