Richard Miles

IT professional with 15+ years experience providing technical services to boost productivity for hardware, software and digital printing companies. As a Help Desk Institute (HDI) Certified Manager, I oversee project management details for ticket resolutions, equipment installations and network setup. My main priority has been collaborating with cross-functional teams to offer innovative support initiatives that increase end-user satisfaction and enhance the overall customer experience. I have always thrived in scenarios that enable me to attack challenges head on. In my leadership roles, I have trained and developed employees on troubleshooting strategies and devising quality solutions for complex issues to improve connectivity and minimize system errors. Because employee satisfaction and retention are the driving forces of sustainability in today's business world, I take pride in creating continuous development strategies to help staff realize their value and full potential through training, mentoring and coaching. I am energized by fulfilling IT projects on time and within budget while increasing operational efficiency and evolving into a world-class support center. Connect with me today! Specialties: Helpdesk Support | Automated Ticketing System | Escalation and Resolution | Infrastructure Technology Incident Tracking and Reporting | Service Level Agreements (SLAs) | Vendor Relations | Customer Service Leadership | Performance Management | Process Improvement | Equipment Installation | Salesforce | Oracle | ServiceNow | WebEx | join.me | NICE | G Suite