Ashley Peer-Kupfner Email & Phone Number

-Implemented cost savings of $1.2M annually by evaluating high-risk business processes and designing automated solutions. -Eliminated $15M in risk after leveraging OCR extraction with machine learning to automate data entry workflows.-Bridged communication gaps with 10+ interface partners while coordinating the development of automation processes.-Led software demonstrations with 50+ SMEs to provide end-user training and initiate technical/enhancement requests.-Partnered with 3 cross-functional SCRUM teams to develop user stories, eliminate defects, and tear down roadblocks.-Aligned releases between interface partners by leading change management and providing a seamless user experience.-Authored business documentation, including process flow, process design, solution design, and user requirements.-Drove excellence across project management, business analysis, workflow automation, and process improvement. -Defined the scope and strategy of enhancements to business systems. -Delivered quality assurance (QA) test scripts to development teams ahead of product releases. -Arranged user acceptance testing (UAT) to verify the effectiveness of solutions. -Built relationships with key stakeholders and fostered a positive, collaborative workplace. -Coached colleagues with less experience to improve operations.

Boulder Colorado

●Slashed manual errors from 15% to >1% by identifying remedial tasks and developing high-impact automated processes.●Elevated operational efficiency by 10% each year after designing and implementing 50+ changes to service desk processes.●Analyzed 30+ major success metrics and created data visualizations on behalf of senior management and key clients.●Prepared visual representations of data in Power BI to empower the daily operations of a 250+ agent support desk.●Owned responsibility for process improvement and developing robotic process automation with Automation Anywhere and Power Automate. ●Gained IBM Automation Practitioner certifications and applied Agile methodologies to build a new automation team.●Developed flows in Automation Anywhere and Power Automate to automate onboarding, operations, and reporting processes.●Tracked KPIs to meet service-level agreements. ●Automated SLA reporting and created daily analytics dashboards in Power BI and Tableau for senior management.●Analyzed 30+ key performance metrics including First Time Fix, First Call Resolution, Mean Time to Resolve, and Group Hop Counts.●Pioneered the creation of a Tier 2 technical support team by defining team norms, SLAs, and troubleshooting documentation.●Implemented over 50 process improvements to increase operational efficiency by 10% annually; standardized workflows and ensured consistency by coaching support staff members. ●Worked with clients to create self-service tools and point-and-click scripts to empower end users.●Coordinated large-scale remediation projects by prioritizing and organizing deployments of thousands of workstations.●Provided white glove support for top-tier and executive client users; Achieved best-in-class NPS scores over 85 through exceptional white glove support.●Provided leadership support to a team of 250+ service desk agents; designed and developed training materials and process documentation to improve service desk operations.

Boulder, Colorado, United States

●Promoted to full time operations analyst after 3 years of exceptional experience as the top support analyst.●Mastered advanced technical troubleshooting for complex software related issues resolving 30+ daily customer cases●Created comprehensive technical documentation to expand the knowledge base and enable self-service.●Mentored and trained new support agents while leveraging performance data to create personalized training programs●Created technical documentation and trained 20+ agents to improve first time fix metrics. ●Triaged hundreds of requests and route to resolver teams for more complex issues, reducing resolution time by 22%●Utilized remote desktop tools to efficiently diagnose and remediate software problems in Windows, Office, and other enterprise applications.●Troubleshot complex issues in Windows 7/Server 2000 environments, utilizing remote control tools●Demonstrated expertise in resolving complex hardware and software issues through advanced troubleshooting.●Provided clear, step-by-step technical guidance to customers and users, ensuring high levels of satisfaction●Collaborated cross-functionally to triage support requests and route to appropriate resolver teams●Proficient in using enterprise ticketing systems such as ServiceNow and ITSM●Demonstrated a high level of soft skills and technical assistance in a fast-paced, time-sensitive environment●Worked in various ticketing systems, including ServiceNow and ITSM, to document and track resolutions

Daily cash management of cash drawers including locating over rings and balancing drawers. Established excellent customer service through communication and teamwork. Addressed customer complaints and concerns while also providing feedback to managers.Preformed closing tasks including sweeping, mopping and organization.Constant multitasking while also providing a great customer experience. Answered incoming phone calls and providing information on promotions and hours of operation.

Created new and exciting activities for kids that are safe and adhere to parental requests.Prepared healthy meals for large groups of childrenCompleted CPR and basic first aid training as required for the position.

Dusted, mopped, vacuumed, and organized entire households.Assisted in the daily operations of a small local business.

Associate Of Science (A.S.)

Activities and Societies: • Dean’s list recipient • Economics club member and participant

High School Diploma, High School Diploma

Activities and Societies: • Honor roll • Varsity volleyball starter