Randy Hall

Experience

• 

  Ciber

  Mar 2007 - Dec 2012

  Lead Helpdesk Technician

  ▪ Identify recurring incidents, trends, and vulnerabilities to coordinate timely resolution ▪ Contribute toward continuous improvement efforts and initiatives ▪ Provide quality solutions in a timely manner by phone or email ▪ Ensure all ticket documentation is accurate and thorough ▪ Proficiently demonstrate the ability to troubleshoot and resolve incidents ▪ Resolve high volume of incoming call and email incidents promptly and effectively ▪ Take ownership of call and email tickets seeing their way through closure ▪ Adhere to documented personnel and department guidelines and policies ▪ Take applicable and assigned training and security courses ▪ Perform any other related duties as asked or assigned Show less

• 

  CenturyLink

  Jan 2013 - Oct 2022

  ▪ Work closely with customer VIPs and IT dept to maintain a solid, cohesive relationship▪ Provide and discuss monthly KPI, SLA, and Q/A reports with service desk technicians▪ Train and ensure technicians can successfully provide the highest level of support▪ Create, add, modify user access and roles in SAP▪ Create a variety of knowledge base articles and and publish to customer and team▪ Assist tier 1 technicians with incidents they are unable to resolve at first level▪ Identify recurring incidents, trends, and vulnerabilities to coordinate timely resolution▪ Contribute toward continuous improvement efforts and initiatives Show less ▪ Identify recurring incidents, trends, and vulnerabilities to coordinate timely resolution ▪ Contribute toward continuous improvement efforts and initiatives ▪ Provide quality solutions in a timely manner by phone or email ▪ Ensure all ticket documentation is accurate and thorough ▪ Proficiently demonstrate the ability to troubleshoot and resolve incidents ▪ Resolve high volume of incoming call and email incidents promptly and effectively ▪ Take ownership of call and email tickets seeing their way through closure ▪ Adhere to documented personnel and department guidelines and policies ▪ Take applicable and assigned training and security courses ▪ Perform any other related duties as asked or assigned Show less

  • IT Operations Technician II Team Lead

    Jan 2014 - Oct 2022

  • IT Operations Technician I

    Jan 2013 - Dec 2013
• 

  2U

  Jul 2015 - now

  ▪Effectively manage up to 16 direct reports, including hiring, onboarding, and developing team members for professional growth and to achieve team goals and metrics▪Set clear performance expectations and provide regular feedback. Address any performance concerns proactively and maintain detailed documentation▪Proactively coach and mentor team members to reach goals while maintaining a positive working environment▪Consistently prioritize direct reports’ development through both formal and informal one-on-one career conversations, ensuring understanding of personal and professional career aspirations of each direct report▪Manage day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities▪Identify and implement data-driven initiatives and enhanced processes to increase team efficiency and customer satisfaction▪Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed▪Collaborate with Online Technical Support leadership team to establish strategic goals and prioritize initiatives▪Liaise with cross-functional internal stakeholders▪Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision Show less ▪ Provide services to over 70,000 faculty and students in over 70 Masters degree programs▪ Resolve issues in half the assigned 10-minute period via chat or phone▪ Create and document SalesForce tickets with a high and consistent level of detail▪ Diagnose and resolve a wide range of issues in Windows, OS X, iOS and Android environments▪ Walk users through any diagnostic or technical steps needed for quick resolution▪ Interact with the Tier 3 team to explain software errors, bugs, and inefficiencies▪ Master Adobe Connect, Zoom, and Online LMS systems to resolve and troubleshoot with competence Show less

  • Technical Support Manager

    Oct 2022 - now

  • Technical Support Specialist II

    Jul 2015 - Oct 2022