Blakeleigh Bagwell Email & Phone Number

Boston, Ma, Us

- Administration of corporate applications focused on solution-based delivery and management.- Business process review, mapping, and solution design.- Management and troubleshooting of cloud-based systems and platforms (Zoom, Slack, Google Workshop, and more).- Produce, maintain, and validate standard operating procedures.- Assist with the timely on/offboarding of full-time employees and contractors.- Resolve issues escalated from Tier 1 agents, requiring intermediate knowledge of systems, applications, and hardware configurations.- Participate in project activities and tasks.

Boston, Ma, Us

- Develop client-facing articles, such as technical troubleshooting, feature setup, and functionality articles, for diverse audiences. - Research Salesforce, Jira, and Confluence to verify the accuracy of article content.- Collaborate with leadership, project teams, and subject matter experts to gather information about features, technical troubleshooting, and processes.- Present process, article, or release announcements in team meetings or via other means of communication.

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

- Analyzed root-cause application issues, identifying their severity, and proposing fixes.- Owned customer issues from initial report to resolution, collaborated cross-functionally to fix the problem, and communicated with customers regularly regarding issue status.- Attended/coordinated bi-weekly calls with Bullhorn's top enterprise clients.- Collaborated with other Support Analysts and Support Engineers to identify high-priority issues and engaged the Service Delivery, Software Engineering, and Quality Engineering teams when necessary.- Escalated trouble tickets and priority issues to internal partners when necessary.

Boston, Ma, Us

- Answered Bullhorn customer phone calls or chat messages, ask questions and gather information to quickly resolve issues.- Researched customers’ technical issues, using software product knowledge to help correct problems.- Managed customer expectations regarding estimated response times for issue resolution.

Naples, Florida, Us

- Provided assistance and technical support to information system users- Developed and conducted training to system users. Developed procedural manuals, system documentation, and application “quick tips” to be used as references for both end users and other support staff- Delivered, installed, configured, and maintained county-owned computers, phones, mobile devices, networks, printers, and other hardware- Diagnosed, troubleshot, and repaired software and hardware issues. Installed and configured upgrades. Handled requests for loaner laptops and desktop systems; configured equipment, prepared paperwork documenting equipment loan and return- Created accurate tickets for all calls, site visits, and requests for technical support; prioritized and scheduled work; updated status to reflect problem resolution/completion; and maintained records of the frequency, types, and resolutions of problems for future reference- Assisted with the development and maintenance of internal web pages (including the departmental SharePoint site). Made changes to user accounts within Active Directory; researched potential security vulnerabilities and educated users on such threats- Supported general county software and dedicated applications for department-specific programs (i.e. Library, Public Utilities, Growth Management, and Human Resources); Maintained databases of said software. Researched, synthesized, and generated reports from databases- Researched, tested and recommended new equipment and upgrades. Maintained records for county IT inventory; identified the type and quantity of all computer hardware and related peripheral equipment, assignment/location, identification numbers, software applications, etc. for system inventory management and software license compliance- Operated desktop, laptop, and tablet devices, IP based phones, iOS devices, copiers and other general office equipment as necessary to complete essential functions

Fort Myers, Florida, Us

- Answered Help Desk phone calls to assist in solving end user hardware/software problems- Provided computer support for PC's, and Macintosh's to include field calls for software and hardware installation, upgrades, maintenance, and repair- Provided domain network support and troubleshooting- Created and tracked work orders for all problems and ensures their timely and accurate resolution- Investigated various packaged software and documents the usage of that software- Oversaw property management for all incoming faculty/staff new computer purchases- Staged initial new computer hardware/software setup- Designed curriculum for Microsoft Office Faculty/Staff training classes and conducted the classes- Designed, maintained, and reported results of the monthly Help Desk quality surveys- Maintained the Business Processes Repository Governance in SharePoint- Assisted in the maintenance of the Business Technology Services website- Served on committees, task forces, and work groups that pertained to desktop computing applications, as assigned by the Help Desk Supervisor and the Director

Fort Myers, Florida, Us

- Provided office support. Greeted visitors/students and directed them to the appropriate resource or staff person. Received and routed telephone and facsimile communication. Sorted and distributed incoming or outgoing mail and material- Scheduled facility reservations and coordinated calendars - Maintained inventory of supplies and equipment and procured orders as necessary- Generated purchase orders, travel authorizations, other financial documents, and prepared EPAFs (Employee Personnel Action Forms)- Served as the departmental contact in the absence of administrative staff- Reconciled purchase card transactions for the department- Coordinated contacts and database for mentoring and other programs in the office- Developed projects and monitored completion as necessary - Managed operational functions for the office including department budget. - Assisted in assigning tasks, and coordinating schedules of Student Workers - Approved department payroll.- Served as a resource to student organizations. - Assisted in the advertising of departmental related functions- Coordinated checkout procedures in the departmental Resource Center and Lending Library

- Greet customers quickly and courteously - Determine customer equipment needs; make product recommendations - Recommend scuba classes, specialty courses, and continued education - Demonstrate proficiency in selling skills and shop operations - Provide yearly visual tank inspections- Provided Nitrox and air tank fills- Provided equipment and tank rental upon certification verification - Resolve customer problems efficiently and tactfully - Complete necessary documentation and paperwork neatly and accurately - Keep product knowledge and skills current - Assist with merchandising and floor moves - Assist with inventory upkeep- Managed store while owners were on dive trips- Assist with local service calls to recover missing items via scuba around docks from boaters

- Reported to the Vice President to Manage, analyze, and report on daily, monthly, and yearly sales activities/trends and report on errors- Managed sales commissions and the Performance Improvement Plan for each employee based on monthly sales goals- Received, tracked, and reported on monthly marketing trade agreements and indirect co-op marketing balances, statements, and activities- Wrote, managed, and communicated the company’s intranet Sales and HR policy manual- Assisted Human Resources with benefits management and new hire paperwork- Handled Executive’s travel plans, outlook calendar, and expense statements and coordinated the yearly Manager’s Retreat- Provided assistance in the completion of the major USDA American Recovery & Reinvestment Act of 2009 broadband funding application- Served on the Work Life Committee Council and performed special projects as assigned

Answered and return all store calls within 24 hours, provided invoices and credit memos to stores as requested, designed the departmental new hire training guide, and handled special projects as assigned

Irvine, Ca, Us

- Transitioned from Sony Electronics to Alorica as a Team Lead- Promoted to Team Manager in August of 2006 for Sony VAIO project and Accepted position of Ntech, ServiceNet, and Safety Team Manager in January of '07- Managed a team at times between 12-28 agents where duties included; Service Level logistics, payroll, schedule adherence, coaching/developing agents, Supervisor escalations, enhancement of First Call Resolution and customer surveys, and analyzing/creating custom excel reports

San Diego - Us | Tokyo - Jp, Us

- Customer Service and Technical Support for VAIO desktop and notebook PC customers- Provided complex support for Windows® operating systems and Sony-installed software- Later promoted to team lead in assisting agents with support issues- Mastered duties such as; setting up on-site service, ordering parts, extended warranty assistance, and taking National Customer Relations escalations

- Maintained and organized an employee network of over 24 team members at three store locations. - Configured the store's IT network and maintained support for computers and printers at both the Bonita Springs and Naples stores. - Managerial responsibilities included; inventory, customer service, and developing associates and employee schedules.

Bachelors In Science, Business Management

Associate In Science, Microsoft® Network Engineer W/ Concentration In Network Security