Member of a small and focused analysis and support team providing premier support and analysis.Work closely with the client to assist on escalated issues and department projects.Provide elevated support for my client.Address issues escalated from the client's helpdesk.Address issues on an ad hoc basis from the Retail IT group and other corporate level departments.Create reports and high level analysis of incoming issues for use in Root Cause Analysis.Research and analyze issues to track down high volume issues in an effort to reduce and eliminate.Provide an outlet for issues to be routed to alleviate stress for the client.Analyze issues through the filter of our in-house Advisor monitoring tool to improve it's usefulness to the company and show value as an RCA tool for the client.Create and improve on existing documentation and SOPs to aid in it's usefulness and increase effectiveness for all departments.Assist in the creation of a knowledge base to collect in one place.

Open Issue Reduction - In the role of Account Coordinator successfully reduced the average open issues by more than 50% and was able to maintain this level, equal to less than 10% open issues versus total number of locations.As a member of the Technical Escalation Team successfully reduced and maintained level of overall open escalated issues and worked in conjunction with internal departments and with client offices to resolve issues in a timely fashion.Team Creation and Development - In the role of Account Coordinator, developed, trained, and supported a small team of level 1 analysts in building and maintaining specific account knowledge creating a team environment conducive to open issue reduction and speed of issue resolution for maximum customer satisfaction.Analyst Training - Successfully trained new Level 1 Analysts with base knowledge and troubleshooting skills based on specific software examples as well as basic network and hardware troubleshooting.

Open Issue Reduction - In the role of Account Coordinator successfully reduced the average open issues by more than 50% and was able to maintain this level, equal to less than 10% open issues versus total number of locations.Team Creation and Development - In the role of Account Coordinator, developed, trained, and supported a small team of level 1 analysts in building and maintaining specific account knowledge creating a team environment conducive to open issue reduction and speed of issue resolution for maximum customer satisfaction.Analyst Training - Successfully trained new Level 1 Analysts with base knowledge and troubleshooting skills based on specific software examples as well as basic network and hardware troubleshooting.

Worked the manufacturing line.