Alexander Eveslage
Cincinnati,OH
Summary
Management professional bringing a customer service background, technical skills, and a focus on performance. Intent on enhancing workflows and analyzing service metrics to maximize team success. Eager to step into a role consulting key stakeholders with technical and service solutions.
Overview
6
6
years of professional experience
Work History
Support Manager
Encore Technologies
Cincinnati, OH
02.2023 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Identified opportunities for process improvements within the department.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Reviewed completed work to verify consistency, quality and conformance.
- Resolved complex and escalated support issues.
- Strategized long-term business needs and applied customer feedback for process improvements.
- Reported concerns and recommendations from clients and employees to senior management.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities. Created reports detailing customer service trends and team performance data.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Modified existing software systems to enhance performance and add new features.
Deskside Support Technician
Encore Technologies Contract at Cincinnati Children’s Hospital
Cincinnati
09.2018 - 02.2023
- Manage two ticket queues including after hours and weekends where I am the only deskside resource for the entire hospital network
- Troubleshoot Mac and Windows devices two weeks after installation
- Converted an acquired cardiology clinic in Louisville to Cincinnati Children’s systems and continue oversight of IT Operations to this day.
System Installation Team Lead
Encore Technologies Contractor at Cincinnati Children’s Hospital
Cincinnati
09.2018 - 02.2023
- Scan new assets out of inventory for daily installation by contracted technicians and the Cincinnati Children’s Deskside team
- Brief team members on departments and users scheduled for replacement
- Handle extremely intricate installs (microscopes, blood analyzers, and other various research equipment)
- Handle escalations by users and department leadership
- Provide consultation to Cincinnati Children’s deskside on device replacements
- Curated quotes to department directors for non-standard machines.
System Installation Technician
Encore Technologies Contractor at Cincinnati Children’s Hospital
Cincinnati
02.2018 - 09.2018
- Installed 1,500+ Windows and Mac devices in patient rooms, research labs, and administration offices
- Ensured easy transitions for users on new devices and troubleshot issues during installation
- Reinstalled necessary software on replaced devices.
Education
Some College (No Degree) - Computer Networking Systems
University of Cincinnati
01-2017
High School Diploma With Honors -
Milford High School
05-2015
Skills
- Hardware and Software Proficiency on Windows and Mac Devices
- Performance Evaluations
- Technical Support Understanding
- Work Planning and Prioritization
- Asset Inventory Management
- Stakeholder Management
- Customer Service Expertise
- Business Planning
- Training and Mentoring
- Decisive Decision-Making
- Staff Management
- Contract Management
- Conflict Management
- Microsoft Office Support including SharePoint and OneDrive
References
References available upon request.
Timeline
Support Manager
Encore Technologies
02.2023 - Current
System Installation Team Lead
Encore Technologies Contractor at Cincinnati Children’s Hospital
09.2018 - 02.2023
Deskside Support Technician
Encore Technologies Contract at Cincinnati Children’s Hospital
09.2018 - 02.2023
System Installation Technician
Encore Technologies Contractor at Cincinnati Children’s Hospital
02.2018 - 09.2018
Some College (No Degree) - Computer Networking Systems
University of Cincinnati
High School Diploma With Honors -
Milford High School