• Managed daily operations of Service Desk team at Salal Credit Union in Seattle, Washington• Created and implemented new budgeting and procurement processes for IT systems and hardware• Optimized ticketing system with email alerts, SCIM user provisioning, and asset tracking• Reduced overall CPU utilization by over 20% globally by optimizing production system operation

• Patched servers (Windows 2012/2016/2019) and maintained virtual hosts for Salal Credit Union in Seattle, Washington.• Updated software during maintenance windows, gathered resources, and presented findings to drive necessary changes.• Ensured NIST recommended settings and PCI compliance, showcasing strong attention to detail and cybersecurity expertise.

-Manage user accounts and provide documentation and reports when necessary.-Desktop, laptop and mobile device administration and support for on-site and remote users including installation, troubleshooting, and hardware/system maintenance.-Provide support for IP phones, audio/visual equipment and vital infrastructure systems-Image and deploy end-user equipment.-Create and maintain documentation for essential functions, processes, and procedures related to main systems, applications, and business continuity.-Assist the IT Support team in accomplishing quarterly business systems and infrastructure objectives.-Participate in remediation for critical outages, incident responses and compliance issues.-Enforce adherence to established change management procedures.-Effectively communicate with internal employees and vendors.-Participate in weekly after-hours support rotations.-Perform on-site support for 5 branch locations to assist with outages, building maintenance and technology needs.-Complete all on-going education, training and professional developmenr as required for position.-Comply with all state and federal regulations and compliance standards, including but not limited to: Identity Theft Protection Program (ITPP), Bank Secrecy Act (BSA), Customer Information Privacy (CIP), Office of Foreign Assets Control (OFAC), as well as Credit Union policies and procedures.-Demonstrate product knowledge and meet annual product and service certification requirements.-Ensure required records are retained in accordance with the internal Records Retention Program-Access core and ancillary systems to perform account transactions, queries and specialized functions for accounts as needed.

· Using cutting-edge Speech Analytics technology to build queries· Researching pain points for stakeholders and project managers· Perform deep dive analysis of thousands of calls to determine scope and urgency of project· Team collaboration to determine best course of action and remove unwanted results· Managing multiple projects at once and ensuring that a progress report is always available· Compiling data, creating slide decks and presenting findings to ensure stakeholders have tangible ROI takeaways· Rapid response to mission critical changes and updates

· Using cutting-edge Speech Analytics technology to build queries· Researching pain points for stakeholders and project managers· Perform deep dive analysis of thousands of calls to determine scope and urgency of project· Team collaboration to determine best course of action and remove unwanted results· Managing multiple projects at once and ensuring that a progress report is always available· Compiling data, creating slide decks and presenting findings to ensure stakeholders have tangible ROI takeaways· Rapid response to mission critical changes and updates

Audit calls and identify positive behaviors and those that need refining, side-by-side development of new and tenured CSR's, assigning tasks and presentations and participating in leadership groups to improve in-team and department-wide metrics, calibrating with Team Leads and Call Coaches company-wide to clarify similar goals

Resolved member and provider issues over the phone while exceeding handle time, adherence and quality metrics. Received no corporate errors for the entire year and had several months of 100% in team accuracy.Organized team meetings and instructed my peers on how to improve the customer experience based on my proven methods that delivered results.Volunteered and was chosen for many extracurricular activities, such as representing our team for member visits in Alaska and at Open Season meetings at the Bremerton Naval Shipyard, in which I spoke with over 3,000 current and prospective members.

Worked with local merchants to manage accounts and cash on hand, identifying opportunities for widening business relationships, referring new prospects, remaining knowledgeable of revisions and policy changes.