Shelly Briggs

About Shelly Briggs

As a field service director in a senior-level role I am responsible for overseeing and…

Experience

1. Director of Field Technical Services

   BlueAlly

   Apr 2018 — Present

   Optimize the allocation of service technicians to ensure they are utilized effectively. Use scheduling software to efficiently assign jobs based on technician skills, location, and availability. • Minimize travel time by grouping service calls in the same geographic area to reduce fuel costs and increase the number of jobs per day. • Leading team-wide meetings, assigning tasks and workloads to employees, fostering collaboration between teams and departments. • Using knowledge of ConnectWise management system for real-time client support • Emphasize preventative maintenance to avoid costly breakdowns and extend the lifespan of hardware. • Maintain a well-organized inventory of commonly used parts and equipment. Minimize carrying costs and delays in completing service calls. • Invest in continuous training and skill development so technicians can diagnose and resolve issues faster, reducing service time and costs. • Educate customers on proper equipment usage and basic troubleshooting to reduce unnecessary service calls and improve customer satisfaction. • Regularly monitor and analyze service costs to identify areas where expenses can be cut without compromising service quality. • Contributing to SLA target service calls and planned projects by delivering high-quality services supporting remote locations with end-users. • Maintaining day-to-day knowledge of all plans, activities and status of projects and issues. • Serving as liaison with client internal teams who deploy, configure and maintain client environments. • Focusing on delivering a positive client experience but actively supporting the client and keeping them up to date throughout the lifecycle support cases. • Providing client with deliverable including information regarding escalation process, operations, infrastructure changes, monthly reports.

Skills

• Vmware
• Service Desk
• Networking
• Project Management
• Software Installation
• Service Management
• Managed Services
• Computer Hardware
• Business Process Improvement
• IT Strategy
• Xp
• Vendor Management
• Process Improvement
• Citrix
• Virtualization
• IT Operations
• Troubleshooting
• Management
• Windows 7
• Incident Management
• Windows Server
• Integration
• Information Technology
• IT Service Management
• Leadership
• Team Leadership
• Cloud Computing
• Project Planning
• IT Management
• Technical Support
• Hardware
• Program Management
• Service Delivery
• IT Outsourcing
• Hp
• Active Directory
• Windows
• Itil
• Printers
• Servers