I currently oversea a team of 18 employees who offer technical and customer support to North American customers and dealers. Some of my job responsibilities include, hiring and providing training to new employees, supervising the helpdesk support staff by establishing schedules, setting priorities, providing support, setting expectations and rectifying customer issues and
complaints. I also find and suggest new and more efficient ways to improve our services. I gather and analyze
metrics to benchmark the helpdesk performance. I identify coaching/training opportunities by monitoring live and
recorded support calls and analyze support tickets. I ensure that the staff provides timely and professional customer
service to end users and dealers. I am also responsible to provide annual reviews. I am also an A+ Certified computer technician.