Coralia i gaylepp


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Coralia i gaylepp

  1. 1. Introducing Coralia I. GayleGlobal Service Desk Manager
  2. 2. ProfileInsightful, results-driven ITSD Manager with 5 years of experience directing call centers, & Help Deskoperations• 14 years of progressive Information Technology experience & client support services.• Supervised up to 30 personnel located in 4 global locations.• Experienced facilitating or managing mid-to-large sized teams.• Successfully implemented new work processes & process improvements.• Not be afraid to take risks, and think out of the box.• Able of obtaining ITAR clearance and pass background / drug screening test.
  3. 3. Industry ExperienceThe following companies listed below is where I obtained a majority of my experience.
  4. 4. Global Support
  5. 5. Countries that I have provided support for in the course of my 14 years. • Mexico • USA • Lima • London • Japan • Philippines • India • Thailand • Brazil • Indonesia • Columbia • UK • Australia • Singapore • Russia • Hong Kong
  6. 6. Reporting Data Systems End Users SLA & Voice End user SLA & Voice System Metrics First Contact Metrics support Monitoring Resolution First Level Resolution RCA CSAT Survey Results and Analysis End user support
  7. 7. Service Desk Stats Performance
  8. 8. Service Level % Attainment On Overall Ticket Resolution/Routing to Level 2.
  9. 9. Service Level % Attainment On TicketResolution/Routing to Level 2 - Priority Wise
  10. 10. First Contact Resolution
  11. 11. Inbound Call Handled & VIP Phone Calls
  12. 12. Recommendations• “I got to know Coralia when she worked at the SIAC ONS service desk group, Coralia is a team player, hard worker and intelligent. She has an unwavering commitment to exceeding customer expectations; she has my highest appreciations for supporting my functional group at the Shared Data Center.” September 19, 2011stFrank Natal, Network Support Helpdesk Manager, NYSE• I had the pleasure to work with Coralia at the NYSE. She proved herself to be an extremely diligent, dedicated worker. Her customer support was second to none and her knowledge of the systems and environment proved to be a valuable asset, to the company. I would highly recommend Coralia.” April 2, 20111stStephen Giorlando, PC/System support analyst, NYSE Euronext,• “I have known Coralia for the past 15 years. She is determined, hardworking and resourceful. As a leader, Coralia is trustworthy and resourceful and intuitive. She possesses excellent interpersonal skills and can communicate effectively with all levels. What I am impressed with most when it comes to Coralia is her ability to take a problem, own it and create a resolution and see the resolution to its completeness.” October 14, 20111stKyle Conway, Apple Support Technician/Genius, Apple Inc.,studied with Coralia at NYC Technical College
  13. 13. Thank you for viewing my brief presentationFor more information please feel free to contact me at 347-985-0859 or email: