Manage all aspects of a customer onboarding process for all Spear memberships offeredEducate customer and their team on value of the platform and products available to themConduct onboarding for all Spear productsConduct internal team training on Spear products as well as assist team members with training or questions on internal softwareReport issues customers have with platform and functionalityMaintain communication with CSMs on all customer journeys through onboarding and make the handoff to CSM upon completion of orientationSend referrals to sales team for upgrades to membership based on what might be a better fit for the customer based on conversations and goal discoveryAll responsibilities and goals of Orientation Specialist I are also part of my role

Focus on quality calls with customers during onboarding to Understand a customer’s goals and challenges and educate them to the various tools available to them through the platform that will help meet their goals and overcome their challengesWork with customer’s and their practices to implement Spear tools and resources into their daily activitiesImprove and drive member usage of Spear services by setting goals and scheduling follow up calls to improve customer healthDetailed documentation of the customer journey through onboarding processOnboard at least 80% of new customer and graduate to the CSM in 45 days or less

Lead a team of Support AnalystsManage the overall service desk activities (creation, process, business requirements, efficiency and effectiveness)Utilize service desk metrics to improve processes using Agile and lean methodologiesDevelop and produce KPIs and management reportsManage and implement the overall Incident Management process, architecture and roadmapAs needed, work with vendors and cross functionally to provide system support needsProvide resolution for escalated tickets, Tier 2 support while ensuring that a highest level of customer service and support is providedResponsible for new hire/termination account creation/deletion and permissionsCreate and implement the Asset Management processResponsible for all purchasing for the IT Department (requesting quote, requesting PO and placing orders)Send IT Communication notifications for Severity 1 & 2 issues to all relevant partiesMaintain responsibility over all tasks listed in previous position

Build and manage the various service desks needed, based on business needsCreate and manage the working dashboards, and KPIs dashboards for each service deskEstablish SLAs, and build reporting based on SLAsCreate and run analytics reports on each service deskAssist in creating and managing knowledge base repositories and articles for each service deskAdminister Jira and ConfluenceEnsure tickets are filled out completely and assigned to the appropriate severity levelAssign tickets to appropriate techniciansPerform remote troubleshooting through diagnostic techniques and pertinent questions

Responsible for the administrative functions for the divisionManaged workflow and assignments for the team of broadcast techniciansManaged and operated the Broadcast (Audio and Video) functions of the Broadcast Services Division (Phoenix, and Tucson location. Built the Tucson location to be fully remotely controlled from Phoenix and therefore not requiring technician on site)Led a team of five to successfully complete entire Agency website redesign from April 2017 to July 2017, changing the look, functionality and creation of a new BrandActed as primary backup to the Web Content Manager (CMS), maintaining and updating the agency websiteDesigned, configured and set-up two new hearing rooms for the Commission (planning, design, vendor proposals, installation and testing)Structured network and equipment to facilitate mobile coverage of events when neededIntegrated Cisco WebEx into the production hardware to facilitate video conferencing during hearings & Open MeetingsManaged / oversaw the recording and broadcast of live events, edit recordings, upload recordings for public viewingLed a team of four (Web Content Manager, Senior and Junior Broadcast Technician and PIO)Created original content for internal and public training (how to videos posted on site for public use)Ran analytics and generate reports on number of viewers, geographical location & live vs. archive viewing

Responsible for the administrative functions for the divisionManaged workflow and assignments for the team of broadcast techniciansManaged and operated the Broadcast (Audio and Video) functions of the Broadcast Services Division (Phoenix, and Tucson location. Built the Tucson location to be fully remotely controlled from Phoenix and therefore not requiring technician on site)Led a team of five to successfully complete entire Agency website redesign from April 2017 to July 2017, changing the look, functionality and creation of a new BrandActed as primary backup to the Web Content Manager (CMS), maintaining and updating the agency websiteDesigned, configured and set-up two new hearing rooms for the Commission (planning, design, vendor proposals, installation and testing)Structured network and equipment to facilitate mobile coverage of events when neededIntegrated Cisco WebEx into the production hardware to facilitate video conferencing during hearings & Open MeetingsManaged / oversaw the recording and broadcast of live events, edit recordings, upload recordings for public viewingLed a team of four (Web Content Manager, Senior and Junior Broadcast Technician and PIO)Created original content for internal and public training (how to videos posted on site for public use)Ran analytics and generate reports on number of viewers, geographical location & live vs. archive viewing

Assisted the support center with help desk coverage, assisted end users with trouble tickets by primarily identifying customer’s needs and provide tips or solutions on how to manage a problemManaged the helpdesk application/ticketing system (Numara track-it) and assigned tickets, set deadlines for ticket completion, or escalated the tickets to level 2 or 3For ticket escalations, first determined if the issue is an existing one and tried to find a solution or workaround immediately available in FAQ directory or database. If issue was determined to be a bug, appropriate level 3 escalation was createdScheduled tickets to the most appropriate resources based on urgency, availability, and technical skill levelPerformed ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests (when applicable)Worked with managers in helping to maintain their department-specific software and hardware needsServed as a primary point of contact for equipment and software requests and coordinated the equipment deployment/return processDisk Image / provisioned laptops and access to systems for new employees Created all equipment and software maintenance schedules based on usage and cycled out older technology

Responsible for the maintenance of agency personnel files, and benefits. Process paperwork for new hires and terminations, benefits administration, payroll (280 employees, bi-weekly) and processed travel reimbursementsAdvertised any job opportunities on the State’s hiring Gateway site, and when necessary on other advertising websitesResponsible for employment verification, both in writing and on the phoneResponsible for maintaining and managing the inventory database for the Agency