Richard Pyle

Collected data from the help desk incident tracking database and phone systems databases.

Compiled daily equipment and software information from clients in the field.

Utilized Excel to generate reports on incident volume and duration for trend analysis.

Created comprehensive Excel reports to monitor adherence to Service Level Agreements.

Analyzed potential field issues in Excel to determine escalation needs to client.

Collaborated with breakout teams to investigate outages, gathering data from incident databases.

Participated in client meetings discussing new system and software deployments.

Supervised one team member, managing workload and time tracking.

• Completed day-to-day duties accurately and efficiently.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Performed detailed account analysis for assigned areas of responsibility.
• Managed monthly closing process including preparing journal entries and account analysis and reconciliation.

• Account analysis and review of incoming call data for trends and details to adjust help desk operations and provide development ideas for focus changes
• Completed day-to-day duties accurately and efficiently.
• Utilized various software and tools to streamline processes and optimize performance.

• Provided Level 1 computer support and advanced Level 2/3 database assistance.
• Supervised a team of 15 personnel in Level 2/3 support operations.
• Handled complex database issues to ensure optimal system performance.
• Delivered technical support for help desk inquiries and escalations.

• Assembled electronic components for diverse devices and systems.
• Troubleshot and repaired malfunctioning electronic systems with diagnostic tools.
• Conducted routine equipment maintenance to ensure optimal performance.
• Collaborated with diverse coworkers to achieve objectives and resolve product-related issues.
• Prioritized tasks to efficiently meet service goals.