Ed Dyer Email & Phone Number

Tysons, Virginia

I work on a dynamic team dedicated to delivering exceptional support and guidance to our clients within the energy futures market. With a focus on mentorship, strategic leadership, and technological innovation, I play a pivotal role in enhancing our customer service capabilities and ensuring the seamless operation of our helpdesk platform.Key.

Tysons Corner, Virginia, United States

Washington, D.C. (Remote)

• Manage the on-boarding process for all new resources assigned to BAO’s largest contract (75% of annual BAO revenue). Continue to shepherd on-boarding and operations for a multi-disciplinary team of ~50 to provide a.
• Managed key aspects of planning and execution (technical moderation, team training, logistics, video editing, etc.) for PEP Rally 2020, a virtual developer conference.
• Took over roll of Facility Security Officer, a liaison to the US Dept. of State who guides employees through the complex security clearance process.
• Selected to join the new Customer Success Team to revamp – and ultimately lead – support operations for remaining BAO Clients.

Washington, D.C. (Remote)

• Supported US government staff addressing the global HIV/AIDS epidemic, as well as implementing partners working for NGOs in 70 countries.
• Spearheaded an initiative to improve response times, support quality, and customer satisfaction by documenting, categorizing, and training agents on standard support response in Zendesk.
• Led launch of User Support Next Level, an effort to revitalize helpdesk procedures, including editing all standard responses to include empathetic language, increasing inter-departmental collaboration, and implementing.
• Trained new leadership and all new (internal and contracted) members of the support and customer experiences teams.

Remote

• Evaluated and addressed technical issues with the DHIS2, a global open-source health system used by governments and institutions in 70+ countries to collect and analyze health data. Provided triage support and.
• Met or overachieved SLAs, including always responding to service tickets with the same business day to ensure high levels of customer satisfaction.
• Updated and maintained support materials and documentation, enabling the triage support team and 100+ agents on other SME or product teams to rapidly respond to customer concerns and meet SLAs.

Washington, D.C. (Remote)

• Recommended and delivered a portfolio of technology solutions for a global client base, with a focus on websites and retail management systems. Managed all aspects of projects while simultaneously managing logistics.
• Established and facilitated post-implementation training on a new ecommerce and scheduling platform for a Commissary in Nepal providing goods and services to US Government employees.
• Developed an online inventory system for a boutique wine retailer in Clifton, VA. Handled all aspects of the project, from setting up hosting to documentation and post-implementation testing.
• Recommended and delivered a new, modern point-of-sale solution for a US Embassy-based commissary in Pristina, Kosovo. Overcame several significant project roadblocks, from educating non-technical decision makers to.

Washington, D.C.

• Managed the entire project management lifecycle for enterprise IT projects – from solutions engineering through project delivery – with a goal to expand the breadth and depth of All Covered’s solutions portfolio..
• Increased the company’s Service Quality KPI (as measured by customer satisfaction surveys) while simultaneously improving profit margins.
• Travelled to manage project delivery for high profile and / or complex implementations, including leading a large-scale project to migrate an architectural firm from a PC / Windows to an Apple / Mac computing.

Washington, D.C.

• Managed a team of 5-12 engineers and high-profile accounts (e.g., Whole Foods, etc.) for the nationwide technology services company. Planned and managed system implementations and maintenance projects. Provided.
• Reduced travel related expenses and increased response times by implementing a solution that enabled 50+ Whole Foods’ workstations to be managed remotely.
• Developed a talented, loyal, and high-productivity team of engineers by providing consistent performance coaching, skills development, and job enrichment opportunities.

Washington, D.C.

• Led teams of up to 15 consultants to provide senior-level technical consulting support to clients across the firm’s 18 markets. Managed relationships and served as a technology strategist to the DC market’s highest.
• Authored best practice documents that standardized and reduced project delivery times for workstation and server installation / setup.

Alexandria, Virginia, United States

Developed websites for large-scale political and non-profit organizations (e.g., American Association of University Women, etc.). As a Field Producer, travelled to manage planning and technical aspects of live streams for large and mid-sized corporations, including a paid live stream for World Wrestling Entertainment (WWE) that reached 50K+.