At Buchanan Technologies, I turned around critically underperforming service levels, raising inbound response rates from 60% to the 85% goal within a month. I maintained that performance for nearly three years, with rates peaking at 96%.
I supervise a 24x7 service desk team supporting clients across transportation, finance, healthcare, and other industries. I partner with the Support Center Director on daily operations and service level agreements.
I handle escalated second-tier incidents and problem management, and I guide analysts through complex technical and service issues. I also maintain technical documentation and conduct training for new hires.
Previously, as a Support Service Desk Analyst at Buchanan Technologies, I troubleshot hardware, software, and network issues and documented incidents in a ticketing system. At Vision Research, I supported election data collection and COVID-19 case management, using Jira and Intwin to support workflows and reporting.
