Travis Reason

Managed a service desk to ITIL aligned processes blended with common sense best practices. Accountable for the maintenance of overall customer satisfaction and service level attainment. Utilized strong communications skills to act as a client-facing escalation point for major service desk issues. Played an instrumental role in driving the service desk first call resolution rate from 60% to 80%. Coordinated and helped build a Level 2 team to reduce cost and minimize tickets going to Level 3 / Deskside.

First point of contact, providing level 1.5 remote technical support to NA offices of Zurich Financial Corporation. Adhered to strict performance indicators, maintaining above 80% first call resolution. Assisted in the development of training material and instructional guides for new hires. Acted as a subject matter expert tasked with coaching and assisting newer analysts.

Acted as liaison and central point of communication between the helpdesk, field technicians and contractors. Helped audit all documentation sent in by field operations. Utilized technical troubleshooting and problem solving skills to diagnose and resolve complex issues remotely. Contributed guides and technical articles to shared “level 2” knowledge base.

BUSINESS COMMUNICATION PRODUCTION OPERATIONS MGMT MGMT. INFORMATION SYSTEMS

Graduated with "honour" status for maintaining an overal average of over 90%.