Joetta Haws

• Managing a service desk team with over twenty agents who are on the phone with customers and troubleshooting issues while also following SOPs to have VIP tickets resolved within the SLA.
• On a daily basis I will be multitasking multiple agents asking questions while managing what we called the Senior Agent Collab where agents who from home can ask questions, calling in VIP ticket and outages, and managing our call queue.

Served as the primary point of contact between Abacus agents working at the Army Enterprise Service Desk and administration at Abacus Solutions Group. Assisted ASG with tracking agent certificates and deadlines as well as assuring all agents have their timesheets in on time

While I was an entitlement manager I answering calls from customers who needed assistance troubleshooting issues with devices, accounts, the network, and so much more. When an issue could not be resolved by myself a ticket would need to be created for the customers local NEC which my L2 would route. While I was an Entitlement Manager I held the high call count of eighty-four calls in one shift and approximately eight hundred tickets in two weeks.

While I was a day shift custodian I had the responsibility of verifying all buildings were clean before students arrived, cleaned any messes in buildings, made simple repairs on equipment, assisted with breakfast and lunch cleanup, and assisted our night crew with cleaning their buildings after students and staff had left. I also volunteered for extra work moving furniture for cleaning and set up for special events including dances, football games, homecoming dances, and staff events.

With the assistance of the other two members on my team we divided and conquered to assure all schools were weed free, grass was trimmed, leaves were racked, and all playground equipment is in safe condition for the students. We performed all regular maintenance on our equipment including weed eaters, mowers, trucks, tractors, trailers, and more.