MRE Consulting, Ltd. (CK)
Results-driven On-Site Technical Leader with a proven track record of Tier 3 technical excellence and hands-on leadership of high-performing IT support teams. Experienced in managing five or more technicians across multiple locations, driving operational efficiency, and aligning technical service delivery with business objectives.
Key strengths include:
- Team Leadership: Skilled in mentoring and developing IT staff, fostering a collaborative culture, and ensuring consistent performance across Tier 1–3 support levels. Known for setting clear expectations and empowering technicians to own their outcomes.
- KPI & SLA Management: Experienced in defining, tracking, and optimizing key performance indicators (KPIs) such as first-call resolution, ticket closure rates, response times, and customer satisfaction. Uses data-driven insights to improve service desk operations and reduce escalations.
- Tier 3 Technical Expertise: Deep background in advanced troubleshooting of desktop environments, end-user computing, and mobile device management. Proficient in Microsoft Intune, Active Directory, and Microsoft 365 ecosystem.
- Process Improvement: Leads initiatives to streamline workflows, enhance documentation, and implement automation where possible. Regularly collaborates with infrastructure and security teams to align support practices with enterprise standards.
- Stakeholder Communication: Interfaces with department heads, vendors, and executive leadership to report on performance, advocate for resources, and ensure alignment between IT and business goals.