Joe McGee. Summary. Experience. Manager of Contact Support Center

Transcription

1 Joe McGee Manager of Contact Support Center Summary Over 10 years experience in the IT industry for leading corporate, financial and educational organizations. Highly competitive, passionate, driven to success, able to achieve results others believed to be impossible. Known to handle multiple projects with impeccable results to add stability and profits to any organization. Able to find weaknesses in a company and provide the best overall recommedations to strengthen the company as a whole. ISO 9001 process and ITIL driven for best practices Experience Leadership Founder/ Consultant at McGee Leadership October Present (1 month) Author of Leadership Lessons Inspired by a 6 Year Old. Website: Joseph McGee is expanding his teachings through this book into exciting bootcamp format with classes in Connecticut. If you would like Joseph McGee to come to your location that can also be arranged through his website. McGee Leadership BootCamp class will cover the following areas: Show and Tell (Live examples of Chair Wheel Drive and Orgone Energy will be demonstrated.) The attendee will also receive an Orgone Energy object for their use at their workplace. A deeper look into "Being a technical detective without a badge" as described in the book. Signed copy of Leadership Lessons Inspired By a 6 Year old with personalized message. Deeper look into the LTA Principle (Learn It, Teach It, Apply It Principle) discussed in this book. Ways to Motivate and challenge the staff Coaching Techniques Risk and Reward (Always one step ahead) with a deeper look Certificate of Completion provided to attendee And much more.. Page1

2 President at HDI June Present (5 months) Essential position functions Leads chapter meetings and/or assigns to other officers to lead meetings Ensures regular review of chapter bylaws, including adherence as well as on time submission of chapter deliverables. Ensures officer positions are held by engaged individuals Represents the chapter on all official matters Takes steps to ensure that all officers abide by HDI s LC Policies & Procedures Agreement Hold regular board meetings Fill in for other officers as needed Make an effort to attend and encourage other officers to attend the annual Officers Summits Represent the IT service and technical support industry in a knowledgeable and professional manner Foster growth and mentor other officers VP of Social Media at HDI June Present (2 years 5 months) The Local Chapter VP of Social Media is responsible for the management of the chapter s website and partners with the Local Chapter President for management and maintenance of Linkedin groups and Twitter accounts. The Local Chapter Officer Vice President of Communications provides HDI with a copy of all announcements, newsletters, and other materials that are produced and distributed by the Chapter or on behalf of the Chapter. Manager, Technical Support (SSD) at Konica Minolta Business Solutions U.S.A., Inc. July Present (4 years 4 months) - Manages the RA (Resolution Attainment Team- T2) printer technicians. - Responsible for Hiring new staff. - Performs coaching and manages a staff of 10 in NJ and CT - Executes process improvement and productivity gains to the call center - Establishes and executes the training needs for all direct reports - Monitors the daily interactions of all personnel so they are successful in their roles and career paths. Call Center: Managed Help Desk: 10,000 Calls Per Month Center IT Management at The Hartford October July 2012 (2 years 10 months) - Managed 16 Reports from Hartford, CT, San Antonio, TX and Remote technicians. - Provided FCR reduction to the call center Page2

3 -Improved morale; creation of Employee of the Month Program. Executive desktop at The Hartford February October 2009 (1 year 9 months) trainer at Computer Science Corporation (1 year) Certifications Six Sigma Black Belt Certified Abbott Associates, INc December 2014 Skills & Expertise Business Analysis Insurance Vendor Management Requirements Gathering Business Requirements Risk Management Visio Process Improvement SQL SharePoint ITIL ITIL Process Implementation Critical Incident Response Team Leadership Organizational Effectiveness VMware CGI/Perl HTML Website Development Training IT Strategy Printers Coaching Troubleshooting Help Desk Support IT Management Technical Support Change Management Project Management Active Directory Page3

4 BMC Remedy Computer Hardware Service Desk Call Centers Citrix Management Software Documentation System Deployment Software Installation XP IT Service Management Incident Management IT Operations Windows 7 Information Technology Service Delivery A+ Certified Hardware Lotus Notes Networking Education Watertown High School Page4

5 Joe McGee Manager of Contact Support Center Contact Joe on LinkedIn Page5