Cecil Spence

Background

About Cecil Spence

I am a practicing IT Support Center Professional. I sought HDI certifications as proof to businesses / government agencies that I have the knowledge to perform my duties in all position titles (Director, Managers, etc.) and specialized skillsets (KCS, PM, ITIL, etc.). I successfully passed each certification exam at the mastery level. I sought HDI Certified Instructor status to have my real-world hands-on experience vetted as proof to businesses / government agencies that I have the experience. To keep my certifications, I am required to keep my industry knowledge current and forward-looking resulting in a minimum of 20 PDUs per year. I have a built-in bonus as a HDI Certified Instructor (Corporate Program). I am authorized to instruct HDI Certifications at significant savings to any employee of the company / US Government Agency I work for worldwide. Training can occur immediately without awaiting the next publicly offered HDI course. Superior Customer Service doesn’t have to continue to operate in a degraded fashion due to identified skills gaps / training needs. ° More than 16 years of progressive Help Desk / Call Center supervision and management in a 24x7x365 environment including designing and implementing a Customer Support Help Desk from conception to full optimized production. ° Experience managing teams of about 30 direct-report technical personnel, 60 – 65 non-direct-report technical personnel, and managing community volunteer teams of 30 volunteer coordinators with up to 250 volunteers in a single volunteer event. ° Personnel Management duties – personnel requisitions, job postings, preliminary screening, screening, technical interviewing, critical behavior interviewing (CBI), hiring, timesheets, performance reviews, recognition programs for awards and bonuses, promotions, real-time performance monitoring, real-time performance coaching, mentoring, performance improvement plans, counseling / disciplinary / termination actions, promotions, and pay raises.