Dylan Harmison Email & Phone Number

• Manage customer interactions in an efficient, courteous, and timely manner, delivering high standards of customer satisfaction.• Resolve product and service problems by clarifying the customer’s complaint and providing appropriate solutions and alternatives within specified time limits.• Identify and assess customer needs by collecting and analysing customer information to reach satisfaction.• Successfully contribute positively to the development and delivery of team goals, objectives, and results.• Always provide excellent customer contact service and adhere to all regulatory requirements.

•Onboarded new customers on different products tied to Talent Acquisition, acting as the strategic advisor – conducting thoughtful discovery, providing best practices and opportunities for improvement, and providing scaled learning materials to customers for ongoing, self-paced learning.•Worked with technical Product teams to relay customer requirements and recommended changes that would lead to greater impact on the customer experience, and with Sales staff in pitching information to customers prior to and immediately after sales were made to ensure the satisfaction of all parties involved.•Championed the voice of the customer to create a positive, and highly impactful experience for customers.•Leveraged the CRM to manage activity on accounts to report on team impact over time.Special Projects:•Created and maintained multiple Power BI and Smartsheets Dashboards to highlight and draw actionable insights on statistics around team and individual performances, streamline services to customers, and improve processes.

Letterkenny, County Donegal, Ireland

•Determined future of products and services, translating vision and strategy into a working, live platform.•Collected product feedback, identified and filled product gaps, generated new ideas to grow market share, improved customer experience, and drove growth.•Conducted competitive analysis to understand competitor strengths/weaknesses, identify opportunities, and deliver features that would add value to clients.•Led weekly calls with global development team to guide development opportunities around design, user experience, service improvements, and new features.•Owned product releases and communications in close collaboration with Development, Support, Sales, and Account Management teams.•Maintained relationships with clients and assisted in maximizing the value gained by using our services.•Mentored Customer Support Executives in performing root cause analysis and technical support to clients.Special Projects:•Created and maintained software validation documentation.•Created and maintained budget for department.•Designed and delivered pre-sales and new client onboarding programs.•Created and maintained a knowledge base to provide clients with instructions to resolve questions and issues.•Managed internal IT systems, such as Microsoft Office 365, telephony, and password manager tools. Conducted reviews of existing systems and assessed systems for potential use and implementation by the business.•Communicated, implemented, and managed security standards, and reported to CEO on security concerns. Declared and managed information security incidents, approved expenditures on information security-related matters and reviewed the operational controls in all business areas.•Created, implemented, and maintained ISO 27001:2013 documentation and standards. Resulting in receiving a 3-year certification.

Indianapolis, Indiana

•Provided Tier 3 level support on a wide variety of applications, advanced move/add/change requests, advanced troubleshooting, and operational tasks such as applying patches/updates as needed. •Owned multiple applications including Cisco Call Manager/Cisco CCX/Cisco Unity Connect, Salesforce Service Cloud (move/add/change) requests, Moodle (LMS), and several public safety and communications applications. •Provided detailed written documentation of support protocols for supported applications and provided end-user training. •Maintained relationships with vendors of supported applications including routine checkups and renewal of contracts, and helped improve relationships with client departments that used supported applications.Special Projects:•Implemented Cisco Unity Connection for voicemail to the organization, including initial set up and configuration, testing, and providing documentation and performing knowledge transfer to Help Desk staff and clients. •Led project to discover a new digital signage application resulting in new pilot program being created to be used for a newly constructed academic building.

Indianapolis, Indiana Area

•Assumed additional responsibilities to that of the Information Systems Specialist, including client case assignments and escalation, more advanced troubleshooting, and coaching and mentoring newer full-time staff members at the Help Desk. •Continued active participation in External Communication Team and the Knowledge Management Council•Continued responsibility for the improvement and maintenance of the IT website, as well as the Service Catalogue and accompanying documentation.

•Performed root cause analysis and implemented corrective action to resolve a variety of technical issues for faculty, staff, and students via telephone, email and in person. Assessed the urgency and importance of issues and made decisions regarding priority and resources. Special Projects:•Audited, improved, and maintained Service Catalogue, as well as developed a system for all areas of the IT department to become involved in the process. •Created, managed, and led a three-day onboarding training program for new part-time staff members and developed and implemented an ongoing training program for all part-time staff members. Developed and maintained the training process for full-time staff for the Help Desk, as well as assisted with the onboarding process.•Joined the External Communications Team. Sent various communications, large and small, to different groups across campus, such as faculty, staff, students, and individual departments. •Joined the Knowledge Management Council. Developed, implemented, and maintained strategy, standards, and documentation for improved knowledge management.

Master Of Business Administration - Mba, Leadership

Bachelor'S Degree, Chemistry