Featured Member: Lamell Callahan on HBCU CONNECT!

Connect with Lamell

• Email Me or Poke Me
• Interview Me
• Send Group Invite
• Add To Favorites
• Block This Member
• Send Friend Request

Uploads

Upload Content | Show More

Connections

more-->

Recent Visitors

more-->

More Members

more-->

Q&A With Lamell Callahan

(interview me)

Lamell Callahan
Regional Service Desk Supervisor, NTTA
Location: Mount Holly, NC United States
Joined: Jun 15th, 2020

About (request update)

Education (request update)

DeVry University class of 2014

Undergrad Major: Computer and Information Science

Experience

I currently work with NTTA as Regional Service Desk Supervisor
I have years of experience working in the Customer Service and Call Center industry.

IT Service Desk Supervisor | NTTA (Formally DIMENSION DATA)
From October 2018 to Current • 8 year(s)
Responsible for operational management of 25 service desk support analysts fielding 10,000+ monthly interactions 24x7x365. Lead resource for service transition projects and maintains regional client SLAs/OLAs.

IT Service Desk Analyst II | NTTA (Formally DIMENSION DATA)
From December 2015 to October 2018 • 3 year(s)
Provided 24x7x365 shift based support to Level1 service desk team with 85% First Call resolution rate. Dispatched Field Services Engineers and provided solutions to complex software issues.

IT Service Desk Analyst I | NTTA (Formally DIMENSION DATA)
From December 2014 to December 2015 • 1 year(s)
Processed requests logged by Service Desk Associates and drove service requests and incidents to resolution. Managed escalations, client expectations, and engineer interactions.

IT Service Desk Analyst I | Dimension Data
From March 2014 to December 2014 • 0 year(s)
Processed service desk requests and drove incidents to resolution utilizing engineering staff. Managed escalations and ensured proper categorization and prioritization of tasks.

Tier 2 Helpdesk Technician | Crowder Construction
From February 2012 to March 2014 • 2 year(s)
Migrated 300+ end users from Windows XP to Windows 7 and provided troubleshooting for 3,000+ remote and onsite end users. Managed hardware, software, and network related issues.

Student Coordinator/Tier 1 Helpdesk Technician | DeVry University
From March 2011 to April 2012 • 1 year(s)
Provided troubleshooting for campus computer lab and assisted staff and students with information systems issues. Participated in preparation of Cisco connectivity lab.

Domain Migration Specialist | Snyder Lance
From November 2011 to January 2012 • 1 year(s)
Assisted with company merger combining user base under one centralized domain. Provided troubleshooting for exchange and mobile device issues throughout migration process.

Site Conversion Technical Support | Wells Fargo
From September 2011 to November 2011 • 0 year(s)
Deployed images to network workstations and installed new POS systems, VOIP phones, and printers. Provided technical support throughout conversion and decommissioned obsolete hardware.

My Groups

Invite Me To A Group

Guestbook Comments