Neil Cousin
IT Service Delivery Lead @IPG Photonics
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WORK HISTORY
IT Service Delivery Lead @IPG Photonics
Oxford, MA, US
Manage IT Service Desk supporting approximately users in Americans on Windows personal computers and mobile devices handling over 1500 tickets per month• Working with Ivanti developers to improve workflows and route tickets in an efficient manner• Improve IT infrastructure team reporting data for management team• Implemented Customer Satisfaction survey and increased CSAT to over 97%
EDUCATION
Miami University
Bachelor of Arts - BA, Chemistry
The Ohio State University
Master, Business Administration; Finance and Marketing
Miami University
Bachelor of Arts, Chemistry
The Ohio State University Fisher College of Business
Master of Business Administration - MBA, Finance, General
SKILLS
ABOUT NEIL COUSIN
Solutions-focused, team oriented Help Desk/Desktop Support Manager with broad-based experience and extensive hands-on skills. Diligent, hard-working IT professional specializing in high quality, cost-effective help desk operations management that consistently uses process improvement and corrective action plans to exceed SLA goals. Dedicated and responsible supervisor and team player with excellent interpersonal communication skills and over 20 years of problem solving expertise. I have worked in a variety of industries and bring that broad based experience to analyze current workflows and look for areas to improve efficiency and response time.
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