Anthony Falbo

Experience

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  Conveyor Solutions Inc

  Apr 2008 - Jan 2011

  Inside Sales / Support

  Consistently sold contracts with profit margins of 20% or higherSold contracts totaling $511,148.00 in 2010, $368,825.00 in 2009, outselling 2008 in recession yearWorked with engineers at Hytrol factory for daily closed-beta testing of new AutoCAD add-on for quoting systemMaintained company accounts with OfficeMax, Kimberly Clark, RR Donnelley, Home Run Inn Pizza, Abbott labs, ITWAuthored proposals for all non-territory customers, point of contact for all new customers

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  Hubbard One

  Dec 2008 - Apr 2009

  IT Analyst contract

  Built and maintained websites for some of America's largest 250 law firms including Jones Day and DLA PiperManaged IT department purchases for desktops along with network scanners/printers Created, restored and backed up Microsoft SQL 2000/2005 databasesCreated FTP sites for Thomson Reuters clients

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  HCM Systems

  Apr 2011 - Feb 2014

  Marketing

  Made 20-30 follow ups per day with customers/prospects regarding resulting in 15-20% increased sales per yearEngineered new/existing system layouts and built proposals with HEROES 64 (HEROES 32/4) &HyCad 201X Managed lead qualification process regarding new/existing applicationsIncreased key accounts sales such as Houghton Mifflin, Arrowhead, Wilton Industries, Curwood, Grainger by 25% yearlyMaintained smaller IT infrastructure (including local/network printers, Windows 2008 Server, HP plotter for CAD files)Developed monthly marketing newsletter, generating minimum 10-15 additional leads per month for distributionOptimized yearly work on www.hcmsystems.com website, improving search engine optimization & product line updatesSpecialized in Hytrol, SpanTech, Intralox, Alba conveyor systems and FANUC RoboticsBuilt FTP account access for both customers and internal HCM employees Show less

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  Accurate Computer Consulting. Inc

  May 2014 - Aug 2014

  IT Desktop Support Analyst contract

  Installation/configuration/troubleshooting network & local printers (Canon, Ricoh, Xerox, HP, Dell, Lexmark, Brother)Administration of Cisco ASA 505 Switch & VoIP phone systems, ADP VLANResponsible for maintaining Oak Lawn Mazda data system (ADP software including Drive, Portal, CRM)Troubleshooting & installing new /laptops/servers/tablets/modems/network switches/VLAN)Setting up weekly video conferences calls for managementProviding phone support and visiting various clients and diagnosing machines based on hardware/software performance Show less

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  Dell Services Federal Government

  Aug 2014 - Jun 2015

  Printer Administration

  Deploying 100 new Ricoh multifunction printers within Fermilab campusPrint server administration; including programming devices to meet US Government security levelsHardware & software diagnosis on both desktops & notebooksRunning Windows 8.1 orientation classes for users migrating from Windows 7Provide recommendations of new hardware deployments based on user’s needs and daily tasksPrinter VLAN configuration Troubleshooting printer-related issues (connectivity, poor quality, etc.)Asset management of all equipment and deploying printers based on campus need Show less

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  Gallagher

  Jun 2015 - Feb 2022

  Oversee Team of 60 level 1 / level 2 analystsTravel to our remote offices in Las Vegas, NV and Wakefield, United Kingdom for all new hire training and orientationScreen, interview and hire service desk analysts in collaboration with managementOwn technical escalations/resolution and work with other teams on technical solutions to reduce time to resolutionDaily monitor of tickets to determine possible trends and working with network operations for proper actionsTrain, coach and develop staff for maximum team performance and growth opportunitiesWork with level 1 support to meet daily goal of 10min average handle timeMonitor, prioritize and assign work that arrives via ticket system, phone queue and emailReview/Manage scorecard metrics of staff to ensure appropriate service management, quality and customer service is being deliveredOversight of workforce management program to ensure staffing and scheduling are in place to meet business volumeDefine, run, track and analyze key data reports and present findings to various audience members within the businessOwnership of service desk knowledge management program and repository Show less Supported 30,000 office workers and teleworkers across the world providing world class customer supportHandled daily 30+inbound calls with a 1st-call resolution rate of 95%, 10min average handle timeProvided excellent communication skills with the ability to communicate effectively via documentation, phone and emailStrong ability to communicate technical information to nontechnical personnelDaily troubleshooting consisting of: Cisco VOiP desk phones, Citrix, VPN, virus remediation, Wifi and printersInstalled, upgraded and performed troubleshooting for HP desktops, notebooks and peripheralsWorked with application teams to drive and improve business relationshipsIdentified problem tickets for reoccurring issuesMultitasked during busy times, exercise patience and professionalism during stressful situations Show less

  • Enterprise Support Team Supervisor

    Jun 2016 - Feb 2022

  • Technical Business Analyst

    Jun 2015 - Jun 2016
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  JLL Technologies

  Feb 2022 - now

  Technology Service Management Coordinator

  We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. Show less