Chelsea B. Email & Phone Number

As a Technical Operations Analyst at Genesco, I manage the monitoring and resolution of complex system issues, ensuring optimal service delivery. I utilize ITSM tools to streamline incident triage and facilitate swift escalation to appropriate teams, reducing resolution times and enhancing overall efficiency. By collaborating with cross-functional teams, I continuously improve system processes and document solutions, driving operational success. Additionally, I have enhanced our knowledge-sharing platform by updating key documentation and automated runbooks, empowering the team to resolve issues independently and more effectively.

In my role as a Service Desk Specialist, I efficiently managed user accounts through Active Directory and supported the seamless configuration of employee devices to improve onboarding processes. I provided expert-level troubleshooting, significantly reducing device downtime and ensuring consistent access to technology resources. By implementing and monitoring access audits, I helped maintain strict security protocols across the organization. My proactive approach in technical troubleshooting and process improvements led to a smoother, more efficient work environment for employees.

Respond to escalated technical support inquiries from customers or internal teams and provide timely and accurate solutions.Conduct in-depth troubleshooting and problem analysis to identify the root cause of complex technical issues.Collaborate with Tier 1 support teams to ensure proper escalation and effective communication throughout the support process.Research, document, and maintain knowledge base articles to facilitate the resolution of common issues and improve overall support efficiency.

At Asurion, I supported project managers by coordinating resources and tracking project progress to ensure projects ran smoothly and met deadlines. I contributed to research and analysis that enhanced decision-making, improving project planning and resource allocation. I played a key role in standardizing communication across teams, which ensured better collaboration and helped reduce delays in project execution.

As a Technical Support Representative, I was the first point of contact for technical service calls and emails. I consistently delivered outstanding support and troubleshooting, maintaining high levels of customer satisfaction. I contributed to internal knowledge base updates, providing solutions that improved call resolution efficiency. My commitment to providing white-glove service during the onboarding process helped build strong customer relationships and increased retention, ensuring lasting customer loyalty.

Knoxville, Tennessee, United States