Ashley Knapp Email & Phone Number

Warrensburg, MO, US

Grinnell, Iowa, United States

Transform and create a strategic project management office using best-practice hybrid methodologies (waterfall, Lean/Six Sigma, DMAIC, Agile, Scrum). Implement and support a project management framework for enterprise, cross functional, and department level projects. Create awareness for enterprise initiatives, engage sponsors and key stakeholders, oversee.

Grinnell, Iowa, United States

Worked as a business transformations product owner that was responsible for defining processes, creating, and applying templates and guidelines for enterprise portfolio, and project management across the IT landscape. Provided governance of project management methodologies, implemented best practices utilizing current tools and technologies and.

Grinnell, Iowa

• Worked as a servant leader with a distributed scrum team in a shared services MIS environment to develop and maintain multiple e-commerce websites, internal applications, and in-house software products, all while.
• Coach multiple Brownells departments on Agile methodology and values.
• Facilitate scrum ceremonies in a time-boxed environment.
• Coach and assist Product Owners on refining backlogs and building user stories.
• Remove impediments and shield the team from external interfaces that may hinder commitments.
• Build and provide metrics on velocity, hours logged, burndown, and sprint overviews.

Grinnell, Iowa

• Managed a team of three full time help desk technicians to provide in-house support and resolution of technology related issues in three Iowa locations, Nevada, Kentucky, and North Carolina in a timely manner.
• Increased first call resolution and time to resolution by creating support documentation for internal help desk use and end-users.
• Supported hardware including, but not limited to laptops/workstations, multi-function printers, retail displays, point of sale systems, handheld Android and Windows scanners, and Zebra printers.
• Supported software including, but not limited to multiple Windows OS, Office suites, SCEP, manifest systems, a retail management system, and a warehouse management system.
• Administered Brownells infrastructure and security rights using SCCM, Active Directory, and Cisco management tools in addition to Jira ServiceDesk for ticketing requests.
• Exclusively designed, procured, and installed the technology equipment for a new retail store including, but not limited to point of sale stations, kiosk stations, handheld scanners, credit card processors, Department.

Ames, Iowa

• Supervised 30-90 part time student employees and ran the Student Technical Services Help Desk within Information Technology Services, the central IT group for Iowa State University.
• Provided support and trained part time employees to answer technical troubleshooting questions to 30,000+ students and 4,000+ via email, phone, and in person appointments.
• Managed schedules for student employees, and a rotating schedule for full time staff to support second and third level support calls.
• Provided second and third level support on virtual workstations, cloud storage, networking, VoIP telephone systems, Google Apps for Education, online classroom software, and many other internal applications.
• Administered our service management system and created/delivered monthly metric reports using Crystal.
• Implemented and trained ISU employees to use electronic marketing software to reach students and staff.

Kansas City, Missouri Area

• Assisted staff from state insurance departments and insurance industry agents via phone and e-mail.
• Performed technical and business problem discovery and analysis.
• Provided high levels of honesty, integrity, and confidentiality with professionalism.
• Reported software outages and defects to management and technical support staff.
• Created and updated documentation for internal and external uses.
• Assigned, administered, and maintained access privileges to NAIC and NIPR software applications for state departments of insurance staff and insurance companies.

Kansas City, Missouri Area

• Supported the SERFF (System for Electronic Rate and Form Filing) Help Desk by assisting the Insurance Industry and State Regulators with any questions on the SERFF application.
• Constructed interactive PDF documents, and assisted with customer requests and needs within a timely manner.

Bachelor Of Science, Business Administration

Help Desk Team Lead

Interconnecting Cisco Networking Devices

Help Desk Analyst Boot Camp

Scrum Master Certification, Project Managment Using Agile Methodologies