Dependable and accomplished professional with extensive experience in delivering instruction, evaluating performance, developing procedural strategies, implementing plans and managing multiple projects simultaneously, seeking an opportunity to continue my career in technology.

1. ANGELL R. FRENCH
10502 Charleswood Rd.,Louisville,KY40229 | 502-608-2020| arfrench@insightbb.com
SUMMARY
Dependableand accomplished professional with extensiveexperiencein delivering
instruction,evaluatingperformance,developing procedural strategies,implementing
plansand managingmultipleprojectssimultaneously,seekingan opportunity to launch
a meaningful career inHuman Resources
EXPERIENCE
Feb 2014 –Current Service DeskManager,CompuComSystems Inc.
· Responsiblefor alldecisionsand overall successof theteam(SLA / KPI performance)
· Knowledgeableandcurrenton all policies and practicesasenforced by Human
Resources
· Participateand run clientmeetings,quarterly businessreviews,financeP&L
discussionsor changes
· Employeerelations,career development,and futureplanning
· Ensureproper communicationto clientand projectmanagementteam
· Responsiblefor managingthebudgetincludingthemonthly P&Lstatement
· WorkforceManagementreal-timemanagingandforecasting
· Overseetraininganddevelopmentof all newhires
· Deliver weekly quality assessments withcoachingfollow-ups
· Administer annual reviews; reward andrecognition programs
· Interview,hire,and terminateemployees
March 2013 –Feb
2014
Service DeskTeam Lead,CompuComSystems Inc.
· Real timeticketand call queuemanagement
· Continuousfeedback and coachingfor attendance,performance,and quality
· Monitor trainingprogressand identify newtrainingsfor agentdevelopment
· Cross teamsupportfor differentaccounts
· Processimprovementrecommendations
September 2008 –
March 2013
Service DeskTech / Level2 Resolver (ServerTeam), CompuComSystems Inc.
· Supportall Windows-basedserversand computers
· Full ActiveDirectory Supportincludingaccounts,printers,servers,andgroups
· Real-timeticketmanagementas IncidentCoordinator
· High priority incidentmanagementandcoordinationincludingrunningbridgecalls

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February 2007 –
September 2008
Field ServicesTech, InsightGlobal
· Contract-based supportasneeded to travel to differentChaseBank sitesperforming
the following:
o Install andtestUPS systems
o Laptop refresh with databackup andrestore
o Construct,setup,andtestenterpriselevel printerson thenetwork
May 2000 –
November 2007
OperationsSupervisor, AnthemBlueCrossBlueShield
· Correspondwith both internal andexternal customersto ensureall needs aremet
· Ensureall documentmanagementsystems arerunningsmoothlyand workflowwas
constant
· Run conferences to communicatewith BusinessAnalystsand ProcessExpertsto
identify trendsand supportprocessimprovements
· Assistwith dailyPC issues,maintenance,or connectivity issuesto avoidlossof
productivity
· Successfullytrain and audit newhires
EDUCATION
2014 CoreManagementTraining, CompuComSystems Inc.
2008 –2011 Bachelorof Science(BSIT), SullivanUniversity
2004 A+ Certification, CompTIA
2000 - 2002 Associates of AppliedScience(AAS) –Computer NetworkingSystems, ITTTechnical
Institute