Director of IT Operations @ Commonwealth Care Alliance
Manager of Technical Support @ Commonwealth Care Alliance
MIS, Management Information Systems @
IT Service Desk Manager @ I manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. I ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and
IT Service Desk Manager @ I manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. I ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Key Responsibilities (% of Time)
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%) From September 2015 to Present (4 months) Greater Boston AreaDirector of IT Operations @ From August 2014 to Present (1 year 5 months) Greater Boston AreaManager of Technical Support @ From March 2008 to Present (7 years 10 months) Helpdesk Support @ From September 2006 to March 2008 (1 year 7 months)
Masters of Management, Project Management @ Lasell College From 2011 to 2013 MIS, Management Information Systems @ Lasell College From 2002 to 2006 Aweis Abu is skilled in: 21 CFR Part 11, Healthcare Information Technology, Clinical Development, Software Documentation, Clinical Research, CRF design, FDA, Healthcare, HIPAA, Clinical Trials, Medical Devices, EMR, Quality Assurance, Biotechnology, Informatics
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