Aaron Townsend Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

𝗥𝗼𝗹𝗲 𝗦𝘂𝗺𝗺𝗮𝗿𝘆:► Identify and analyze process, service, technology problems / opportunities for improvement► Create, lead, support solutions that enhance client, partner, sales service internally / externally► Currently using various Cloud, Identity Access Management (IAM), basic API tools for primary projects► Member of our global expert-level digital project / support Service Delivery Team (since 2017 formation)𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀: (see "Projects" further detail)► Leading client Single-Sign On (SSO) semi-on-prem upgrade / migration to cloud (SaaS) IAM platform► Managing all client Knowledge Management System (KMS) vendor integrations: Americas since 2016, globally 2017► Global Client SSO Technology and Service Lead (since 2017)► Performed post-restructuring team-wide project records cleanup: • Reviewed many dozens of team projects, cross-checking other sources: re-organized, added notes, corrected errors, closed complete / cancelled projects► Led SSO platform configuration & operation external review► Contributed to ITSM platform replacement vendor selection (team project): summarized desirable features, researched vendors, reviewed demos, provided feedback on choices► Contributed to external team's Legacy IAM (incl. non-SSO) platform migration (cancelled, external factors): • Detailed, discussed all SSO use cases with business analysis / internal development • Organized SSO client list into Standard and multiple tiers of Bespoke complexity to determine priorities • Configured initial system integration between current SSO platform and new cloud IAM platform on both ends: ended roadblock preventing further development► Providing all pre/post-sales support for our external Analysis client API (Americas since 2016, globally 2017)► Occasional work related to other misc. support / tasks / projects and all prior Euromonitor roles (since 2015)

Chicago, Illinois, United States

𝗥𝗼𝗹𝗲 𝗦𝘂𝗺𝗺𝗮𝗿𝘆:As the Americas analyst of our Service Delivery Team, executed wide range of progressively advanced BAU and non-BAU digital activities and projects both in regional and global lead capacities𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀: (see "Projects" further detail)► Client SSO Roll-Out / BAU Lead (Americas since 2016 SSO launch, globally since 2017)► Created prototype standardized SSO project template to improve our online project tracking► First support member globally to learn / provide direct 1st line support for our client Statistics API► Supported federation (OpenAthens, Shibboleth) and other advanced academic-client tickets • Americas since 2016, globally 2017 • Proactively established communication with the most widely used / problematic client proxy vendor, resulting in vendor cooperation that significantly reduced client access issues after years of problems► Routinely led / supported responses globally to security, tech, service evaluations from clients / prospects: Americas since 2016, globally 2017► Delivered technical support for sales-related activities (since 2015)

Chicago, Illinois, United States

𝗥𝗼𝗹𝗲 𝗦𝘂𝗺𝗺𝗮𝗿𝘆:Alongside First Line role, performed added product, security, client service, sales support / project work as the Americas member at the start of our Digital Product Specialist team (smaller scope Service Delivery predecessor)𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀:► Worked w/clients and many internal teams: analyzed, solved, escalated tickets with complex issues / queries sent by First Line and Senior support► Became a lead expert on client legacy access methods, regularly assisting support globally on related tickets► Safeguarded subscriptions, ensuring higher security client access pursued and unsecure access minimized► Cooperating w/account managers, performed complex security investigations across multiple info sources: identified and solved potential unlicensed service access► Completed inter-team product ticket backlog review (team project)► Reviewed, corrected outdated client access tags / notes across all subscriptions globally

Chicago, Illinois, United States

𝗥𝗼𝗹𝗲 𝗦𝘂𝗺𝗺𝗮𝗿𝘆:Provided in-person, phone, chat, online meeting, email, ticket support / project work globally for clients and in-office / remote employees and contractors in dozens of countries, based across Americas, EMEA, APAC𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀:► Initiated or self-completed several global / local improvements, working w/stakeholders, effecting changes in: CRM, training, hot desking, new hire / mover / leaver procedures, office equipment, laptop deployment► Submitted office technology proposal based on business / tech aims and extensive research / analysis► Seeking solutions, regularly cooperated globally across many different teams► Aided use of, troubleshot, maintained variety of internal and external systems and product service► Cooperated with sales / clients to create, change, and configure client subscriptions and access methods► Assisted analysis of client usage reports w/sales► Built, modified CRM reports for sales / management► Investigated, administered CRM records► Troubleshot CRM process issues and documented / escalated problems and potential solutions► Coordinated w/third-party service providers and Infrastructure Team to resolve internal service issues► Proactively improved processes while updating team documentation► Helped new coworkers learn

Bachelor Of Business Administration, Management Information Systems, 3.99 / 4.0

► Business ETS Exit Exam: 1st (within college) ► Senior Capstone Business Simulation: 1st (within college), Tied 1st (internationally) ►.

Graduate Classes, Information Systems, 4.0 / 4.0

► Computer Science courses: 3 ► Information Systems courses: 1