Arthur J. Gallagher September 2021 - Present Remote
Enterprise Service Desk Team Lead
- Operate in a fast-paced, high call volume environment, handling approximately 250,000 contacts annually.
- Provide support to 150 technicians via Teams Chat for the Service Desk.
- Manage over 1,000 transactions daily.
- Oversee major incidents, escalations, and maintain relationships with delegating teams.
- Prepare and deliver monthly presentations on technical and operational updates.
- Present monthly scorecards to technicians, highlighting areas of excellence and areas needing improvement.
- Conduct monthly Quality Assurance (QA) reviews, including ticket and call reviews.
- Observe screen recordings, listen to calls, and review tickets for scoring purposes.
- Utilize Remedy and SmartIT for reporting and ticket screening.
- Assist with attendance reporting multiple times daily to ensure all technicians are present and accounted for.
- Coach and mentor over 30 analysts in the US and UK.
- Collaborate with fellow leads to identify trends and company outages.
Arthur J. Gallagher October 2017 - September 2021 RM, IL
Enterprise Support Analyst / Knowledge Base Team Analyst
- Create tickets using the Remedy Ticketing System.
- Assist end users with technical issues related to applications or hardware.
- Maintain analysts’ adherence to talk time guidelines and company greeting standards.
- Provide support for desktops, laptops, printers, and company applications.
- Properly document all information and tasks in Remedy tickets.
- Escalate and engage team leads for troubleshooting and resolutions.
- Work effectively in a team environment.
- Create new knowledge base articles for end users and supporting analysts.
- Modify or retire knowledge articles with updates or changes via SharePoint.
- Communicate new and updated processes to resolver teams and analysts.
- Collaborate with resolver teams to provide accurate and proper resolutions to end users.
Dell June 2014 – October 2017 Chicago, IL
Client Field Tech SVC Analyst
- Created tickets using Remedy OPAS.
- Acted as a supporting lead for Desktop/Laptop support team members.
- Configured and set up Cisco phones.
- Provided support to over 3,000 in-house and remote users.
- Covered managerial roles when needed.
- Managed procurement for all IT-related items such as laptops, docking stations, etc.
- Led the IT onboarding process for new hire
Accretive Health, Inc. March 2012 – May 2014 Chicago, IL
IT Specialist
- Created tickets using Dell (DDM) and ServiceNow.
- Deployed and imported devices using SCCM.
- Imaged and prepared laptops and peripherals for new hires.
- Managed procurement for the company, supporting over 3,000 users.
- Established relationships with vendors and clients for equipment and products.
- Reported and deployed encryption for non-compliant devices using Data Armor.
- Responsible for IT new hire presentations and rollouts.
- Imaged and deployed Mac devices for VIP users.
- Created, modified, and maintained permissions within Active Directory and Exchange.
