Administration Team
100%
Customer Service
100%
Policies and Procedures
100%
Voice Over IP Phone Systems
80%
Content Writing
80%
Team Member
Jo Ann Villamer
Job Title: Admin/Office Manager
Experience: 5 Years
Email: Click Here
Phone: 61391324400
Fax:
Personal Info
Meet Jo Ann, who came with a proven track record in managing a Managed Service Provider (MSP). Jo has provided the glue for vCloud Group. Managing all the technical support engineers and ensuring they stay on track with all technical support tickets. Whether its assigning a ticket to an engineer, to following up and making sure the job is completed from the engineer side, and ensuring with customers that the job is completed and can be closed and sent to billing.
Jo also manages all incoming phone calls and allocates them to the required team member, she has extensive knowledge of using our job management and time billing system. When Jo started at vCloud Group, there was only a ticketing system, but no job management and billing system. With Jo help, testing and many discussions over Zoom, we internally developed what we call the vCloud OneSync management system.
Jo's with vCloud Group provided her with invaluable insights into the complex ecosystem of IT infrastructure and client management.
Skills
Experience
With over 5 years managing Managed Service Providers (MSPs), Jo has proven she has the experience to manage the MSP, all the technical support engineers and keep everything aligned with vCloud Group's Policy and Procedures.
Technical Information
While having no technical knowledge how to fix IT support issues, Jo is great at picking what your support issue is, finding an engineer who can get onto your issue and make sure the ticket that is raised is closed. Jo also has all the access to reboot phone systems and remotely rebooting desktop computers and virtual machines. Jo has all the required access to perform these tasks, without having to escalate them to the technical support team.