Lead analyst and Work Force Management Tool Administrator
Cimpress - Vistaprint
Total years of experience :17 years, 8 Months
Facilitating upgrades to the workforce management tools software, including analyzing, testing, and recommending system upgrades, patches, and system configurations
Working with internal IT support and vendor technical support, as needed.
Auditing and maintaining the integrity of data in eWorkforce Management and related databases
Updating leadership on staffing issues, performance measures, and call statistics
Providing input on forecast projections and staffing requirements
Performing other duties as requested by supervisor
Providing 2nd level IT support to customers. First time resolution for hardware and software related issues, dedicated to customer satisfaction
Assisting with onboarding new users including setting up: desktop, network settings, email, business phone, mobile phone, printer, and remote access.
Maintaining asset inventory of all computer equipment including PC's, Laptops, Wyse Thin client, monitors, phones, printers and software licenses.
Knowledge of Virtual Desktop Infrastructure implementations and excellent “hands-on” working knowledge of VMware technologies vSphere and Citrix XenDesktop / XenApp.
Experience in implementing a Disaster Recovery Site.
Testing and coordination with the project manager and different IT departments.
Reviewing and monitoring enterprise security systems; taking appropriate action and responding to alarms/alerts per Infrastructure Security policy and procedures (e.g., anti-virus, spam).
Strong knowledge of Microsoft Active Directory.
Printers troubleshooting, installation, maintenance, queues management, contact with supplier.
Support for conference rooms, events management (town hall, visitor support...)
Ensuring Global Projects implementation and support (testing, rollout, post implementation support): Wireless access point migration from Cisco technology to Aruba, Safecom secure printing, VPN Client migration, SCCM2007 to SCCM2012 migration...
Providing training locally and across worldwide Fidelity offices.
Ensuring daily compliance with service commitments and the means implemented (Quality of resolution, compliance with procedures, business fundamentals ...)
Follow-up and production analysis (use of statistics, information feedback…)
Capitalizing on the team’s knowledge, documenting and developing procedures, maintaining knowledge-sharing tools.
Coordinating and planning team’s activity.
Arranging staff training and awareness sessions
Animating the team on a day-to-day basis: communicate, regulate tensions and relations.
Integrating and accompanying new collaborators.
Providing the team with a vision of project objectives
Providing training to new hires (Product-related Training, Diagnosis and Process).
Performance monitoring and delivering individual feedback (technical, productive and quality).
Coaching and help developing team members’ competencies, dealing with disruptive behavior.
Ensuring technical refresh & Process (both personalized and collective).
Logging tickets and Monitoring IT and Technical incident.
Producing management information including KPIs and reports.
Motivating and inspiring my team members (18-20 technicians).
Troubleshooting Dell customers online in case of technical hardware and/or software failures.
Assisting customers in testing and manipulation to better identify and fix issue with their computers.
Working with support functions (managers and team leads) to obtain necessary resources to support team's requirements.