Charles Mccloughan Email & Phone Number

United States

Oversaw team members' responses to customer incidents and requests on a daily basis while ensuring long term KPI goals were met.Coached and develop team members to expand their technical, professional and Relativity related skill sets. Developed business processes to modernize the support organization and ensure scalability as the business transitioned to a SaaS model.

Greater Chicago Area

• The Application Specialist II provides escalated/2nd Level support for our existing and potential clients. • Frequent phone and email interaction with our clients, which requires in-depth understanding of Relativity, SQL, networks and servers and the highest level of customer service skills. • On a daily basis, works with Relativity Certified Administrators, works with Application Specialist I to help identify possible L2 tickets and acts as a mentor to L1 technicians. • Work with development and senior support team members to resolve issues and escalate tickets to other teams, as necessary. • Maintain accurate records of all activities and interactions in Salesforce and respond to clients within required service intervals. • Responsible for informing management of critical issues regarding personnel, performance, client perception, and project status, and works closely with colleagues to ensure consistent, high quality service. • Conduct onsite training class for clients

Chicago, Il

• The Application Specialist I provides the first line of support for our existing and potential clients• This position has frequent phone and email interaction with our clients and requires the development of in-depth technical product, SQL, network and server knowledge and the highest level of customer service skills. • On a daily basis, accurately creates and maintains tickets, resolves tickets and works with Application Specialist II’s to resolve issues and escalate tickets to other teams, as necessary. • It is critical that the Application Specialist I maintain accurate records of all activities and interactions in SalesForce and respond to clients within identified service level agreements. • The Application Specialist I will inform management of critical issues regarding personnel, performance, client perception, and project statuses, and works closely with colleagues to ensure consistent, high quality service.

Developed a set of business requirements and rules based on employee interviewsSelected the database platform for implementationDesigned, developed, tested and deployed the application solutionTrained end users on use of the new application

Updated and converted old data forms into Excel spreadsheets that allowed data to be sorted depending on need. Setup and taught workshops for the military veterans in areas of computing such as online calendars and Microsoft Office Suite.Planned, implemented, and ran a staff training program to introduce computing and its necessary uses in the work place.

Created an MS Access database for veteran tracking and report generationWrote the training manual and course work for the tracking system Conducted in-person training course for end usersCreated and taught workshops for veterans and staff members on use of productivity tools (online calendars, email, word processing, spreadsheets and presentations)

Degree: Bachelor Of Science, Business Administration; Information Technology & Marketing

Education record