Dawn Isacoff

• Built 24/7 Help Desk
• Created metrics to track call volume, ticket count/backlog, and first call resolution
• Managed 13 employee's
• Worked with Telecom to implement Call board to observe; how many calls are waiting in queue, what team-member is in not ready/project/lunch/ready status, who will receive next call
• Conducted bi-weekly 1x1's with all team members
• Created team for account creations for new hires/terminations
• Customer Satisfactory overall rating 85%
• Worked closely with Development team on project to automate new hire and termination process.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Provided strong leadership to enhance team productivity and morale.
• Implemented and developed operational standards, policies and procedures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Held monthly meetings to create business plans and workshops to drive successful business.

• Team Lead
• Handled customer complaints
• Responsible for 50+ calls
• Supporting Customers via phone, email, Footprints ticketing system
• FCR 90%
• Responsible for building knowledge base and all documents
• Customer Satisfactory rating - 95%
• Knowledgeable in MS Office Applications, remote desktop, active directory, exchange management console, Avaya, sql, powershell
• Knowledgeable with; TransUnion, Experian, Equifax, iOvation, Remitco, FDR, LogMeIn.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Identified and resolved problems through root cause analysis and research.
• Evaluated customer needs and feedback to drive product and service improvements.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges
• Optimized core processes to improve business performance and operational agility
• Devised and implemented processes and procedures to streamline operations
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
• Helped meet changing demands by recommending improvements to business systems or procedures

• Responsible for 50+ calls
• Supporting Customers via phone, email, Footprints ticketing system
• FCR 90%
• Responsible for building knowledge base and all documents
• Customer Satisfactory rating - 95%
• Knowledgeable in MS Office Applications, remote desktop, active directory, exchange management console, Avaya, sql, powershell
• Logged support tickets and closed when issues were resolved.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Documented support interactions for future reference.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Installed and updated hardware, software and applications on Mac and PC devices.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Knowledgeable with; TransUnion, Experian, Equifax, iOvation, Remitco, FDR, LogMeIn.

• Handling 40+ calls per day (avg)
• Once call resolution for IT support, troubleshooting IT/System issues with employee's worldwide
• Company base of 43,000
• Remote desktop used for troubleshooting specific IT related issues
• Escalation process/integration with NOC team
• Responsible for fulfillment of user provisioning request by utilizing: Active Directory, Exchange System
• CA Service Desk Manager, and SAP GRC access control
• Collaborated with HR/IT to ensure smooth flow work flow and efficient organization operation in relation to SOX requirements.
• Walked individuals through basic troubleshooting tasks.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Documented support interactions for future reference.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Handle 50+ phone calls on a daily basis.
• One call resolution for IT support
• Troubleshooting IT/systems issues with engineers worldwide

• Graded substantially on customer service skills and call quality
• Company base of 10,000 users globally.
• Provisioned accounts in active directory, SAP, and LDAP and Outlook.
• Provide effective and timely resolution of a range of customer inquiries
• Exercised strong interpersonal communication skills with customers and department personnel.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Work directly with LSI Internal Audit.
• Remove access using internal tool. Manually disable accounts AD, SAP, Email, and LDAP.
• Created documentation Terms Non-employees/Employees
• Troubleshooting Win 2000/XP/2003, MS Exchange Outlook and Calendar, MS Office, SAP, NetMeeting, Remedy 5.0 & 6.3., Cisco VPN client, Jabber, SAP accounts.