Caleb Sims
- Role
- Sr Customer Engineer at Computacenter
- Location
- Smyrna, GA, US
- LinkedIn followers
- 500 followers
About Caleb Sims
I’m Caleb Sims, an experienced IT Team Manager with a strong foundation in both technical…
Experience
Sr Customer Engineer
Jun 2023 — Present
Successfully lead a high-performing team in maintaining a 95% Service Level Agreement (SLA) through efficient coordination and collaboration • Spearheaded a remarkable 46% reduction in ticket volume, optimizing processes and driving KPI’s. Resulting in improved operational efficiency and customer satisfaction • Lead team to deliver IT security and deskside solutions that comply with company procedures and regulations, mitigating security risks and protecting against cyber attacks • Provide technical guidance and leadership in areas of network security, endpoint protection, and vulnerability management • Escalate security incidents and issues in accordance with company processes, ensuring that customer demands and security needs were met • Effectively communicate complex security issues to both technical and non-technical stakeholders, preventing escalations and ensuring customer satisfaction
Skills
- Microsoft Access
- Sharepoint
- Networking
- Windows 7
- Active Directory
- Training
- Software Documentation
- Troubleshooting
- Microsoft Excel
- Windows Server
- Powerpoint
- Microsoft Word
- Public Speaking
- Team Leadership
- Leadership
- Teamwork
- Microsoft Office
- Customer Service
- Computer Hardware
- Event Planning
- Technical Support
- Social Media
- Information Technology
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