Brigitte Cornwell Email & Phone Number

Leading all administration of the customer ticketing system (Freshdesk), configuring integrations, providing technical support, and managing billing/renewal.Managing a 100% remote team across four time zones between the US and EU.Project managing key functions and outputs such as maintenance projects.Adopting an approachable “player coach” management style, fostering a friendly and collaborative atmosphere, with weekly one-on-one sessions and delivery of impactful training and coaching.Creating, monitoring, and driving performance against internal and industry benchmarks alongside identifying critical KPIs for senior leaders. Developing and managing new staff screenings, recruitment practices and onboarding materials.Resolving critical issues effectively, efficiently and with minimal impact on internal processes and clients.Driving down issues resolution times through better training, operational resources, and best practice.Developing and evolving analytical reports for clients offering commercial valuable insight.Acting as a major resource and subject matter expert for data analysis and escalation of difficult tickets.

Designing workflows for complex administrative procedures, resulting in increased efficiency in support onboarding and training.Increasing efficiency in technical support by decreasing average resolution time by 27% over 2021 – 2023.Creating analytics to present KPIs for the technical support team, including CSAT, NPS.Evolving the system of ticket management to collect and present key customer data points for other teams.Developing a means of collecting qualitative customer feedback to influence product development.Leading both internal team and client meetings in an organised and structured fashion.Collaborating with other teams, including product development, education, and sales, to influence development of new products and improvement of existing services.Developing training programmes and materials to onboard new team members into complex client environments.Managing a KCS initiative, including proofreading, approval, and publishing content.Administering the team Confluence space, created a system of organisation for internal documentation and contributed directly by writing hundreds of articles.Providing advanced training, troubleshooting, and problem diagnosis of 1010data’s proprietary technology (GUI, reporting platform, API components, XML-based query language).Presenting customised service using 1010data’s technology solutions to answer business questions. Advising Vendor Engagement and Solutions Consulting teams on best practices and business.

New York City, Usa

Westport, Ct, Usa

Leading document creation and control for government standards adherence on compliance, incident response, network diagrams, security policies, and business-critical systems and services.Collaborating with the Senior Leadership Team and legal teams to create company policy frameworks.Leading the annual IT systems and procedures audit.Implemented the auditing, reporting, and monitoring of critical systems and services.

Westport, Connecticut, United States

Interfacing with vendors and consultants for scheduling, budgeting, hardware installations, product implementations and upgrades.Implementing new technologies and products including email archive maintenance, security solutions, backup/restore solutions, helpdesk ticketing, multi-level authentication, and document management.Planning and leading migrations from self-hosted Sharepoint and Microsoft Exchange to Office 365.Providing 24/7 support to a firm of ~65 employees across the USA, and home support to CEO.Maintaining the Windows domain environment.Leading on all physical security: CCTV monitoring, security panels, cardkey access distribution and programming, first-contact liaison with building security staff.Implementing DFS replication for data redundancy across three physical sites.Maintaining and performed backup and recovery using Symantec BackupExec, Veeam, Windows backup.Building and maintaining VMs within VMWare environment. Performing tier 1 networking support on Cisco ASAs, APs, WAN controllers.Participating in network security testing and performed first-level incident response.

Amherst, Ny, Usa

Rochester, Ny, Usa