Dylan Harmison Email and Phone Number
Dylan Harmison work email
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Dylan Harmison personal email
Dylan Harmison is a Understanding and maximizing the value gained from technology at Forward Emphasis. He possess expertise in learning quickly, chemistry, customer service, keen listener, highly detail oriented and 9 more skills. He is proficient in Japanese. Colleagues describe him as "I had the pleasure of working closely with Dylan on multiple projects, and I can confidently say that he is one of the most exceptional individual I have ever had the opportunity to work with. Dylan consistently demonstrated an unwavering commitment to both our customers and his colleagues. He possessed an incredible depth of knowledge that allowed him to provide efficient and effective solutions to complex problems. His ability to listen, communicate, troubleshoot and resolve issues in a timely manner was truly remarkable. What sets Dylan apart, however, was his genuine willingness to go above and beyond for anyone who sought his assistance. He consistently went out of his way to help not only the customers but also his colleagues. Dylan always ensured that everyone had the support they needed to succeed. Furthermore, Dylan had a remarkable ability to communicate complex technical concepts in a clear and concise manner. His patience and understanding allowed him to effectively guide customers through troubleshooting processes, ensuring they felt supported and empowered. His exceptional customer service / communication skills were evident in the positive feedback he received from every corner. He is not only an exceptional technical support professional but also a valued team player. His generosity to offer time and efforts to help out made him an absolute pleasure to work with. I cannot speak highly enough of Dylan's expertise, his dedication to customer satisfaction, and remarkable teamwork." and "Dylan always shows up with a smile and a "Where can I help" attitude from Day 1. He always puts the customer first in everything he does and is very thoughtful about where he can help the rest of the team. I worked with Dylan for about a year through different products and different teams. He can adjust to any situation and always know where to find the answer to complex issues. If given the opportunity, I would love to work with Dylan again as he is friendly, reliable, and always ready to jump in!"
Forward Emphasis
View- Website:
- forwardemphasis.ie
- Employees:
- 44
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Customer Service RepresentativeForward Emphasis Feb 2024 - Present• 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.
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Product ConsultantLinkedin Apr 2022 - Mar 2023•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. -
Product Success Manager/Product ManagerNvolve Nov 2019 - Apr 2022Letterkenny, 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. -
Senior Application SpecialistButler University Jun 2018 - May 2019Indianapolis, 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. -
Senior Information Systems Specialist, Help DeskButler University Jan 2018 - Jun 2018Indianapolis, 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.
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Information Systems Specialist, Help DeskButler University Jun 2013 - Jan 2018•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.
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Chapter Services InternLambda Chi Alpha Fraternity, Inc. May 2012 - May 2013
Dylan Harmison Skills
Dylan Harmison Education Details
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Leadership -
Chemistry
Frequently Asked Questions about Dylan Harmison
What company does Dylan Harmison work for?
Dylan Harmison works for Forward Emphasis
What is Dylan Harmison's role at the current company?
Dylan Harmison's current role is Understanding and maximizing the value gained from technology.
What is Dylan Harmison's email address?
Dylan Harmison's email address is dh****@****din.com
What schools did Dylan Harmison attend?
Dylan Harmison attended Butler University - Lacy School Of Business, Butler University.
What skills is Dylan Harmison known for?
Dylan Harmison has skills like Learning Quickly, Chemistry, Customer Service, Keen Listener, Highly Detail Oriented, Memorization, Microsoft Excel, Google Apps, Microsoft Office, Critical Thinking, Event Planning, Powerpoint.
Who are Dylan Harmison's colleagues?
Dylan Harmison's colleagues are Melissa Mcdaid, Forward Emphasis International, Fiona Burns, Anil Vichare, Bernadette Doherty, Shane Kitson, Rebecca Gibbons A.p.a.
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