Erica Miller
Sr Information Technology Service Desk Manager @Panoramic Health
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WORK HISTORY
Sr Information Technology Service Desk Manager @Panoramic Health
I manage daily operations of service desk using Manage Engine for incidents and service requests. My team consists of offshore and onshore staff. I am responsible for ensuring our daily operations, ticket handling and process are being executed with high levels of customer service and targeting first call resolution. I am responsible for KPI\'s, SLA\'s, reporting, training, process creation and documentation, escalations, partnering with other business leaders and vendors to streamline onboading/ offboarding. Project management and execution of special projects. Investigation and proposal of new products and solutions. I promote a collaborative work environment where we share knowledge, ensure documentation is accurate and updated, and communication is transparent.
EDUCATION
HighTech Institute
Associate of Science (A.S.), Computer Science
Western International University
Bachelor of Science in Information Technology Management, Computer Science
SKILLS
ABOUT ERICA MILLER
I give all glory to The Lord Jesus Christ. He gave me a heart for people and a deep desire to provide excellent service. Integrity is key! I am passionate about developing teams, streamlining processes, knowledge sharing, continuing education, ITIL, Microsoft and much more. I have over 15 years of experience in the IT industry, much of that spent in managed services; because of that I have experience in a wide variety of technologies.
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