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 Responsibilities:Client Support and Guidance:Proactively engage with clients to understand their unique needs, challenges, and goals within the energy futures market.Provide expert guidance and support to clients, ensuring a positive and efficient experience with our services.Collaborate with cross-functional teams to address client concerns, resolve issues, and continuously improve the overall customer experience.Team Mentorship and Development:Provide ongoing mentorship to team members, helping them develop their skills, industry knowledge, and customer service expertise.Helpdesk Platform Architecture:Act as the architect for the helpdesk platform, Salesforce, overseeing its design, implementation, and optimization to meet evolving customer service needs.Collaborate with IT and development teams to ensure the seamless integration of new features, enhancements, and technological advancements into the helpdesk platform.Collaborate with and provide support for other teams at Nodal Exchange making use of Salesforce to track Leads, Opportunities, and otherwise maintain relationships with new and existing clients.Strategic Planning and Execution:Contribute to the development and execution of strategic initiatives to improve customer service operations, enhance client satisfaction, and drive business growth.Collaborate with senior leadership to align customer service goals with the overall objectives of the Nodal Exchange.Analyze performance metrics, customer feedback, and market trends to make data-driven decisions that positively impact the customer service function.

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 full suite of technical support services for the PEPFAR. Manage planning and logistics for in-person and virtual events.• 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 system improvements.• 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 collaborated with higher tier support teams to implement change requests and functional design updates.• 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 related to international relocations (see Projects section).• 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 sourcing only locally available products and services.

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. Partnered with clients, 3rd party vendors, engineers, and the sales team across the project lifecycle.• 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 environment.

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 consistent performance coaching, skills development, and job enrichment opportunities.• 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 revenue-generating clients. Earned a series of rapid promotions, moving from Consultant to Senior Consultant, Principal Consultant and ultimately Managing Consultant.• 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+.