Immanuel LeFlore
Chicago
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead, IT Site Operations
Eversana Life Sciences
Chicago, IL
04.2025 - Current
- Direct asset management operations to optimize the flow of incoming and outgoing equipment.
- Coordinate daily tasks, ensuring optimal collaboration and workflow among team members onsite and abroad.
- Oversee all technical requests for client meetings, conference rooms, and employee support.
- Facilitate mentorship for global support specialists to enhance professional development and career elevation.
- Oversee fax request management and account lifecycle for patient services. Coordinate activations and deactivations to enhance departmental and patient support.
- Serve as an escalation point for hardware issues and incident resolution within customer support.
- Direct resolution of over 150-200 global hardware and software incidents each month.
- Manage hardware provisioning processes, significantly boosting team accountability and resolution rates by more than 50%.
Global Support Specialist
Eversana
Chicago, IL
01.2022 - 04.2025
- Provided technical support for global customers, resolving inquiries efficiently and effectively.
- Assisted in troubleshooting software issues, enhancing user experience and satisfaction.
- Documented common issues and solutions, contributing to knowledge base improvements.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Identified and resolved technical issues at site locations nationwide to enhance operational efficiency.
- Managed comprehensive software transition for over 2000 employees, ensuring minimal disruption and continuity during merger process.
Enterprise Support Specialist
Intouch
Chicago, IL
01.2020 - 01.2022
- Provided technical support to clients and employees, ensuring operational efficiency and improved user satisfaction.
- Conducted training sessions to improve team knowledge of support software and tools.
- Streamlined ticket resolution process, reducing response times and improving service quality.
- Collaborated with cross-functional teams to identify recurring issues and implement solutions.
- Efficiently managed resolution of 300 support tickets monthly, contributing to team performance improvement.
Education
Bachelor of Science - Crop Science
Tuskegee University
Tuskegee, AL05-2018
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Asset Management
- Facilitation of onboarding and offboarding processes
- Office 365 support
- Proficient in Microsoft admin software
- Team leadership
- Understanding of ServiceNow platform
- Company-wide software transition
Certification
AWS, Cloud Practitioner
Timeline
Lead, IT Site Operations
Eversana Life Sciences
04.2025 - Current
Global Support Specialist
Eversana
01.2022 - 04.2025
Enterprise Support Specialist
Intouch
01.2020 - 01.2022
Bachelor of Science - Crop Science
Tuskegee University