Cameron Rodgers Email & Phone Number

Austin, Tx, Us

Improved System Uptime: Developed and implemented customized filters in ServiceNow to monitor general ticketing activity, enabling the early identification and resolution of potential system issues. This proactive approach led to a significant improvement in system uptime during the critical transition period, ensuring seamless operations throughout the acquisition.Training & Development: Created and shared comprehensive training documents globally, providing employees across both… Show more Improved System Uptime: Developed and implemented customized filters in ServiceNow to monitor general ticketing activity, enabling the early identification and resolution of potential system issues. This proactive approach led to a significant improvement in system uptime during the critical transition period, ensuring seamless operations throughout the acquisition.Training & Development: Created and shared comprehensive training documents globally, providing employees across both organizations with access to critical information on our policies and procedures. This ensured consistency and supported a smooth transition during the acquisition.User Support Efficiency: Delivered Tier 2 and 3 technical support to a combined user base of over 1,000 employees. Maintained a 98% first-attempt resolution rate for escalated issues, which contributed to sustained employee productivity and minimized disruptions during the acquisition.Project Support: Supported the integration of tools and accounts at my site location during the acquisition. Actively reached out to the integration leaders to ensure alignment and clarify necessary resources. Additionally, I developed and implemented specific filters in ServiceNow to track and monitor tickets related to the integration process. This led to the identification of incorrectly created tickets, which I promptly addressed, ensuring that all integration-related issues were visible and properly handled, thus preventing potential delays. Show less

Austin, Texas, United States

Leveraged proprietary tools like Atlassian Jira for IT asset data management, data analysis, and report generation. Pioneered a data validation process, resulting in a 20% reduction in data loss and a 40% enhancement in data accuracy.Experience in managing diverse software tools, such as SalesForce, Jira Service Management, TeamViewer, ServiceNow, and Excel, to enable precise inventory tracking, conduct comprehensive audits, and reconcile discrepancies. Orchestrated a comprehensive… Show more Leveraged proprietary tools like Atlassian Jira for IT asset data management, data analysis, and report generation. Pioneered a data validation process, resulting in a 20% reduction in data loss and a 40% enhancement in data accuracy.Experience in managing diverse software tools, such as SalesForce, Jira Service Management, TeamViewer, ServiceNow, and Excel, to enable precise inventory tracking, conduct comprehensive audits, and reconcile discrepancies. Orchestrated a comprehensive audit that identified and rectified $50,000 worth of unaccounted assets.Experience in training peers on-site and globally, with a focus on identifying and streamlining processes to enhance operational efficiency. Utilized SalesForce, Azure DevOps, and ServiceNow to achieve a 30% improvement in operational efficiency through streamlined workflows.Demonstrated strong leadership and cross-functional collaboration by leading transformative IT projects. Notably, I provided executive-level "white glove" treatment to facilitate a seamless migration during the acquisition of our company. As well as working closely with finance and endpoint engineering teams on budget planning and execution. These efforts resulted in a significant 20% reduction in project completion time, highlighting my ability to drive innovation and efficiency during critical organizational changes.Proficiency in interpreting licensing terms, purchase orders, and service agreements. Ensuring that all contractual relationships align with organizational goals and facilitating effective decision-making. This approach has led to a streamlined process and minimized disputes, contributing to a more efficient and compliant workflow. Show less

Austin, Texas, United States

Collaborated with cross-functional teams, including networking, collaboration, and Microsoft Teams, to troubleshoot and resolve complex technical issues. Notably, I played a key role in diagnosing and resolving network connectivity problems, ensuring efficient communication and minimizing potential downtime for end-users.Assisted account provisioning teams by actively managing user accounts, provisioning access, and handling permissions. My involvement led to a seamless user on-boarding… Show more Collaborated with cross-functional teams, including networking, collaboration, and Microsoft Teams, to troubleshoot and resolve complex technical issues. Notably, I played a key role in diagnosing and resolving network connectivity problems, ensuring efficient communication and minimizing potential downtime for end-users.Assisted account provisioning teams by actively managing user accounts, provisioning access, and handling permissions. My involvement led to a seamless user on-boarding and off-boarding process, reducing access-related delays and ensuring that employees had the resources they needed when they needed them.Maintained a comprehensive documentation system for reported issues and resolutions. This documentation significantly enriched the knowledge base, enabling more efficient future support processes and faster problem resolution.Conducted in-depth training sessions for first-level support technicians, equipping them with the knowledge and tools to address common technical problems effectively. This initiative led to a 25% reduction in the average time required to resolve routine technical issues, enhancing overall support efficiency. Show less

Round Rock

Proficient in utilizing Salesforce to meticulously document customer issues, positioning warranty renewals, extensions, sales, and other services as needed. Through Salesforce, I maintained a comprehensive customer interaction history, enabling precise customer relationship management and improving our sales and service processes.Exclusively utilized French interpreting services to effectively assist customers. This unique experience broadened my expertise in working with a diverse… Show more Proficient in utilizing Salesforce to meticulously document customer issues, positioning warranty renewals, extensions, sales, and other services as needed. Through Salesforce, I maintained a comprehensive customer interaction history, enabling precise customer relationship management and improving our sales and service processes.Exclusively utilized French interpreting services to effectively assist customers. This unique experience broadened my expertise in working with a diverse range of customers. An experience that enhanced my skills in cross-cultural communication and understanding, which I applied to benefit all customers, ensuring clear communication, trust, and satisfaction in every interaction.Achieved an impressive average handle time of just 3 minutes, ensuring prompt and efficient issue resolution, which significantly contributed to overall customer satisfaction and support efficiency.Led the training and mentorship of a group of 20 new hires in selling solutions, customer relationship management, and advanced product knowledge. This initiative played a crucial role in aligning the team with company standards.Demonstrated expertise in all Dell Enterprise products, including servers, storage, and networking switches. This knowledge allowed me to provide comprehensive support, making me a valuable resource for both customers and team members. Show less

Recognized by the department for my extensive tenure and expertise, I was volunteered to undergo specialized training to handle federal-specific calls.Maintained a solid customer satisfaction rating of 100%, consistent with the team average.Successfully resolved customer issues within an average time frame of 12 minutes.Actively contributed to process improvementsProactive customer service resolving issues on initial contact and initiating follow-up calls to ensure… Show more Recognized by the department for my extensive tenure and expertise, I was volunteered to undergo specialized training to handle federal-specific calls.Maintained a solid customer satisfaction rating of 100%, consistent with the team average.Successfully resolved customer issues within an average time frame of 12 minutes.Actively contributed to process improvementsProactive customer service resolving issues on initial contact and initiating follow-up calls to ensure customer satisfaction Show less

Round Rock

Efficiently managed an average of 60 support tickets per week with little to no work stoppage during transitions between CRM toolsMaintained a 100% customer survey satisfaction rate every quarter.Performed root cause troubleshooting in order to isolate and replace failed hardware.Positioned the sale of new or additional services or products.Subject Matter Expert (SME) and beta tester for UX CRMAverage after-call time of 1 minute 30 seconds24-hour… Show more Efficiently managed an average of 60 support tickets per week with little to no work stoppage during transitions between CRM toolsMaintained a 100% customer survey satisfaction rate every quarter.Performed root cause troubleshooting in order to isolate and replace failed hardware.Positioned the sale of new or additional services or products.Subject Matter Expert (SME) and beta tester for UX CRMAverage after-call time of 1 minute 30 seconds24-hour response time for follow up callsDispatched components to resolve identified failures on the device. Show less

Georgetown

Designed and delivered tailored training programs for two employees, facilitating their development and performance evaluations to drive effective sales and service programs.Monitored and analyzed customer preferences and market trends to inform the strategic focus of our sales efforts. This approach enabled us to align our services with customer needs, resulting in a 15% increase in customer satisfaction and a 10% boost in sales revenue.Collaborated with phone service providers… Show more Designed and delivered tailored training programs for two employees, facilitating their development and performance evaluations to drive effective sales and service programs.Monitored and analyzed customer preferences and market trends to inform the strategic focus of our sales efforts. This approach enabled us to align our services with customer needs, resulting in a 15% increase in customer satisfaction and a 10% boost in sales revenue.Collaborated with phone service providers to strategically plan advertising services and secure information on equipment and available promotions. My efforts in this area led to a 20% reduction in advertising costs while enhancing our promotional offers, driving increased customer engagement and revenue.Successfully revived a struggling store location that was facing declining performance. Through strategic initiatives and a revitalized sales and service approach, I managed to boost the store's profitability by 15% within the first 2 weeks, turning it into a thriving and profitable branch. Show less