Donovan Mitchell-Ruff
Technology Support Analyst- Global Service Desk @Bank of America
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WORK HISTORY
Technology Support Analyst- Global Service Desk @Bank of America
Jacksonville, FL, US
Provide oversight and support the resolution of complex technology-related incidents for the bank\'s global workforce. Categorize, prioritize and resolve incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses. Identify, report and leverage analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages. Support key projects impacting the Global Service Desk, which may require partnering with teams across the enterprise. Maintain relevant incident and knowledge records and communicate with clients on progress towards service resolution and closure. Support strategies to improve service quality and call center performance. Set and meet individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction.
ABOUT DONOVAN MITCHELL-RUFF
Understanding terms of uses of technology and explaining to others how they work, how efficient they are, its affordability/feasibility. Translating technical terms into more understandable articulation for business.
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