Significantly improved morale and established positive working relationships between two distinct groups creating a cohesive team. As a result, the members worked much more effectively together. Established cross-training opportunities to ensure quality standards, improved working relationships and enhanced technical expertise of all members. Activities included implementing hardware and software upgrades, installing new sites and converting existing users to the standard platform. Provided real-time problem management for network outages from problem source identification to problem resolution minimizing the negative impact to the businesses.
Implemented process changes to reduce cost, cycle time and increase efficiency.
Proactively monitored server and network components to alleviate outages and eliminate downtime. Managed the trouble ticket queue down from 172 open tickets to less than 10, reducing response time from 2 weeks to 2-4 hours, greatly enhancing customer satisfaction. Successfully completed all Y2K compliance deliverables ahead of schedule. Provided coaching, training and mentoring to promote individual staff development and ensure organizational goals and objectives were met. Promoted the exchange of information and cross training to ensure a high level of technical expertise across the board.