o Created process documentation for the Global service desk. o Mentor service desk analyst; determine and recommend training or coaching requirement. o Assists and take over investigation and resolution of major incidents from tier 1 service desk analysts o Coordinate with Level 3 engineers/administrators and 3rd party support groups to gather information on the root cause of an issue. o Evaluates analysts' calls, determines areas of improvement and acknowledges positive actions done. o Monitors

o Monitors ACD queues, email and web ticket queues to ensure end user response with SLA guidelines. o Generated a statistical analysis of ticket report in a weekly, monthly and quarterly basis for compilation and distribute the report to the service desk manager. o Tracks and classify incoming incidents or service requests and attempt to initially solve the problem. o Excellent investigative and research skills which results to precise logging on tickets and solutions. o Manages the incident life cycle

o Consistently provided advanced level of diagnosing, troubleshooting and resolution for system related issues using DELL policies and procedures to determine a course of action, resulting in repeat orders from highly satisfied customers o Persistently solved customers' issues over the phone, thereby preventing customers from having their system or parts replaced, and consequently saving the company at least $2500 per transaction, and at the same time saving the customers more than $2000. o Respond