Niel Temples

Experience

• 

  Computer Design & Drafting, LLC.

  Jul 1992 - Dec 1994

  Help Desk Technician and Customer Liaison

  As a technician and customer liaison, I managed the sales, delivery, and implementation of PC's, networks, and sophisticated drafting applications. In addition, I pulled and terminated phone and data cabling to industry standards. I managed customer expectations through providing excellent service and effective communications.

• 

  Harrah's North Kansas City Casino

  Jan 1994 - May 1996

  Senior Support Technician

  As a Senior Technician, I managed and supported Micros Point of Sale, AS/400, RS6000, AT&T Switch and Audix, general break fix, desktop application support in a MS Windows environment. In addition, I pulled and terminated voice and data cable to industry specifications including the planning, management and implementation of voice and data systems during site expansion.

• 

  PwC

  Jun 1996 - Mar 2014

  USIT Office Lead

  As a USIT Team Lead, I managed a team of technical staff that supported 180+ associates, infrastructure, proprietary systems, applications, asset management and, new hire orientation. In addition, I managed vendor relationships, provided oversite of infrastructure installs, upgrades and failures, best practices, problem management solutions and project management for multiple offices including four office build outs through the planning, construction, and change phases.

• 

  Cerner Corporation

  Apr 2014 - May 2022

  Team Lead

  As a leader at Cerner, my priorities are to manage the help desk through directing the work efforts of associates ensuring that clients receive the highest level of customer service. This is accomplished through the knowledge of core processes, function, development of team goals, and managing service levels through key performance indicators, such as Customer Satisfaction and First Contact Resolution. I manage and promote the growth of my associates through placing an emphasis in the areas of professional development and career planning. In addition to associate management, I liaise client site technologies ensuring that HelpDesk services and site technology expectations meet and exceed system and application up-time Service Level Agreements and Obligations. I build client and associate relationships through trust, transparency, and accountability. My overall day to day scope of work includes but is not limited to associate and client management, training, data and trend analysis, project management, problem management and process improvement. Show less

• 

  OracleCerner

  Jun 2020 - now

  • Senior Team Lead

    Mar 2022 - now

  • EUD Team Lead - University Health @ Truman Medical Center

    Jun 2020 - now