Devin Harvey Email & Phone Number

In addition to previous roles, increased scope of ownership to 3 simultaneous teams, established and transitioned "lights on" development work to a dedicated team and piloted Scaled Agile Framework, resulting in a 33% increase in team output per iteration.

Leawood, Kansas, United States

Expanded role to include project management. access management, risk analysis, stakeholder communications and process refinement for better support of development teams and business objectives.

Leawood, KS

Collaborated with product teams to develop and refine requirements for healthcare education software platforms. Led agile SCRUM ceremonies, including daily stand-ups, user story design, retrospectives and iteration planning.

• Efficiently discharge my senior specialist role with an additional emphasis on service level agreements and interdepartmental relations.
• Spearhead the activities of 8-10 employees focused on external technical support.
• Recede staffing, coverage and time management.
• Actively represent the business in the field, via onsite client visits, and troubleshooting where necessary.

• Served as support specialist role with an additional focus on team leadership and training.
• Served as a subject matter expert for support processes and policy.
• Treated all internal ticket requests on time and relaid to appropriate departments.
• Effectively monitored inbound calls for training and quality assurance.
• Courteously received and managed customer contact escalations.

Leawood KS

• Provided technical and administrative support for web-based education software with four unique platforms and business units within Ascend Learning.
• Tested enhancements, maintained client software and provided fixes to customers.
• Identified, replicated and reported bugs and major incidents to appropriate parties.
• Managed knowledge documentation and transfer between business units.
• Updated customer database records and reliably logged all customer phone, email and chatted… Show more
• Updated customer database records and reliably logged all customer phone, email and chatted contacts. Show less

• Delivered an exceptional customer service experience for external clients of Ascend Learning's ExamFX business unit.
• Assisted users with the navigation, use and frequent troubleshooting of their web-based study materials for insurance and investment pre-licensing.
• Maintained a working knowledge of state & National pre-licensing requirements and regulated, to better direct customers towards the best learning methods and experience.
• Regularly supported recruiting managers from… Show more
• Regularly supported recruiting managers from some of the nation's top financial institutions for their pre-licensing needs. Show less

Lawrence, Kansas Area

• Answered inbound calls for technical support, account administration, billing and sales for the area's leading Cable, Phone and Internet Service Provider.
• Embodied Sunflower's reputation for local and personal customer care.
• Laid technical emphasis on ISP level software network troubleshooting.
• Frequently practiced de-escalation techniques to address customer service concerns and billing inquiries.

Kansas City KS

• Led a charge of excellence on behalf of HP in over 40 electronics retailers regionally
• Represented HP's consumer products specializing in home printing services
• Piloted HP's entrance into local training for Walmart associates, covering all Kansas City metro area locations.
• Conducted weekly training on new hardware and software features with retail employees.