Years of experience: 18

United StatesStartup FounderSupport SpecialistSales & BizDev🐦 DesignData Entry

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Edward's Career Path
Service Desk Team LeadMar. 2024 -
Present
EssentraService Desk Team Lead
Houston, Texas, United StatesCall and ticket quality 1:1 weekly performance reviews and corrections Escalations to L3 groups Global team US/EMEA/APAC
Incident ManagerOct. 2023 -
Feb. 2024
Randstad Digital USIncident Manager
9500 I-10 East, Baytown TX 77521Monitor all global help desk/ desktop ticket groups and ensure SLA compliance. Look for patterns across sites and offer solutions. Create ticketing templates to ensure proper data capture and quality of documentation. Report to senior management and training possibilities and provide instant coaching
Desktop Support SupervisorMar. 2022 -
Sep. 2023
Randstad Technologies USDesktop Support Supervisor
Baytown, Texas, United StatesSupport desktop functions and prepare for manager role. Mentor technicians and work with level three groups. Technical Coordinator for the OneDrive conversion Manage windows 10-11 migration for the site Introduced new workflows and improved efficiency Maintained multiple site’s safety protocols for technicians Coordinate inter site relations for over 25 technicians and managers

Edward's Posts

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    About

    • 15 years as Service Delivery Manager • Bridging IT and business relationships • Focus on proactive support • Strong servant leadership in IT • Balancing expectations and services

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    Cases & Experiences

    • Strict NDA compliance • Previous clients in oil/gas and manufacturing • Experience in Houston TX - Gulf region • Proven track record in confidential sectors

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    Work Order

    • Aligning SLA and KPI with business goals • Enhancing IT and business relationships • Streamlining and focusing workflows • Expertise in knowledge management systems

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    How to contact

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