Alex Nelson

• Used various ticketing systems, including ServiceNow, to manage and process support actions and requests.
• Compiled and accurately entered data for each customer encounter to record in system.
• Managed help desk consisting of 10-20 employees and conducted performance evaluations.
• Recruited, trained and supported help desk technicians and representatives.
• Supervised help desk team members, ensuring high-quality support and customer service.
• Streamlined help desk processes, enhancing overall efficiency and productivity by over 50%
• Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
• Served as a liaison between end-users and upper management, communicating user feedback about system improvements or critical issues requiring attention.
• Scheduled and trained help desk employees.
• Mentored junior team members in developing their technical expertise and customer service skills.
• Coordinated scheduling for help desk staff coverage during peak hours or periods of high demand, ensuring adequate assistance was available when needed most.
• Frequently contributed to knowledge base for common troubleshooting scenarios, enabling quicker resolutions for recurring issues.
• Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.

Same as above. G Squared Wireless was sold and AMI Strategies kept me at the same position but changed job title.

• Managed help desk tickets for improved response times and resolution rates.
• Trained new team members on company policies, procedures, and best practices for effective support delivery.

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions with a focus on cellular devices including phones, tablets, and mifis/routers
• Assessed technical complexity of tickets to escalate to Tier 3 team.
• Performed technical troubleshooting and diagnosis, application installation and setup, account setups, and ensured proper data sync across devices.
• Executed Mobile device management processes such as remote passcode resets and wipes, profile pushes, and manual device enrollments.
• Processed TEM requests including device activations, order placement, MACDs, etc.
• Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
• Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted our help desk.

• Developed a reputation for exceptional time management skills by consistently delivering successful events within tight deadlines.
• Partnered with event planners to ensure seamless coordination of catering services, contributing to successful event execution.
• Spearheaded efforts in improving food presentation techniques leading to increased positive feedback from clients.
• Trained new team members on company policies, safety procedures, and best practices in the food industry.
• Streamlined event setup and breakdown processes, resulting in a smoother overall experience for clients.
• Motivated staff to achieve challenging objectives in fast-paced culinary environments.
• Reduced turnover rates by creating a positive and inclusive work environment through team-building exercises and open communication channels.