Leigh Powers Email & Phone Number

Waterbury, Connecticut, United States

Hartford, Ct

Level 1: Responded to a high volume of incoming calls while triaging incidents. Performed password resets /AD unlocks, provisioning and end user hardware support. Experienced use of ServiceNow ticketing to document incidents and escalate situations not able to be resolved at Level 1. Provided exceptional customer service and incident support. Responded quickly and resolved problems with colleague’s computer systems and mobile devices. Promoted to Level 2 within two months. Extensive use of remote software (Bomgar and SCCM) to diagnose and resolve issues with colleague’s systems. Demonstrated experience working with multiple companywide IT support teams to implement solutions or escalate to appropriate level 3 support team. Proven ability to learn and effectively apply new skills/techniques as company expectations and requirements change. Provide desktop application support, software installs, printer support, Microsoft Outlook, Excel, Word, and Windows troubleshooting for both domestic and offshore colleagues. Actively shares knowledge and assists team members. Identifies and takes initiative to suggest and implement more efficient processes and solutions.

Bristol, Ct

Perform first level troubleshooting on initial Help Desk calls. Responsible for documenting all customer interactions in internal systems. Prioritize and escalate problems within given guidelines. Create and manage work orders for add/moves/changes of hospital information technology equipment, devices and manage workflow. Maintain and update Knowledge Base when needed and provide Help Desk coverage for all shifts as needed including weekends.

Rocky Hill, Connecticut, United States

In three consecutive professional assignments, provided excellent customer service, accuracy and attention to detail in research, and reliability in administrative duties, observing the highest standards of professionalism and integrity in highly-visible roles. Exercised polished and tactful communication skills in responding to inquiries from clients, providers, and a variety of state agencies. Undertook leadership tasks as coordinator of outbound call center for a self-insured administrative services organization (ASO). Quickly became knowledgeable on Health Benefits Program in order to best collaborate with nurses and care managers in contacting and coordinating program involvement for infants and caregivers.● Served in the following roles: Case Manager for Care 4 Kids - United Way of Connecticut, Administrative Care Coordinator for Community Health Network of Connecticut, Inc., and Logistics Assistant for a national vehicle relocation service.

Arlington, Massachusetts, United States

In a fully remote position, oversaw all aspects of content management, maintenance, and update of organization website, employing software resources including Joomla and WordPress. Proactive in troubleshooting website development issues, developing new content, and planning and implementing upgrades as needed. Designed, edited, and distributed weekly e-bulletin; maintained regular communications with members via multiple Constant Contact email lists. Established positive professional relationships with congregants and church leaders representing approximately 25 active church groups.● Through strategic planning and targeted communications, increased number of subscribers by 20% within first six months of employment tenure.

Cheshire, Connecticut

Oversaw circulation and publication of all internal and external communications; performed editorial services and content creation for weekly email newsletters, social media presence, website development and maintenance, press releases, and marketing targeting the local community. Managed special projects including publications pertinent to annual large events. ● Conducted a comprehensive communications audit comprising thorough analyses of existing internal and external communications including website, newsletters, social media, and PR methods, determining necessary adjustments in order to promote efficacy and recommend most appropriate allocation of resources. ● Acted as sole technology support specialist throughout process of complete redesign of church website.● Leveraged technical skills and competent thought leadership in the management of all church IT resources, making decisions regarding web hosting, web design, and marketing and outreach strategies, and cogently communicating quantitative and qualitative developments with church leadership.

Rocky Hill, Connecticut, United States

Provided technical support in maintaining individual social media accounts for over 350 store locations, updating and developing a streamlined process to promote exactitude and efficiency across departmental operations. Collaborated with marketing team to execute brand strategy, modernize messaging, ensure accuracy, and maintain detailed records and reports to be used for ongoing strategy development. Acted as part of cross-functional team tasked with supporting upcoming purchasing and marketing campaigns. ● Based on extensive market research and data analysis, recommended several new marketing strategies which were approved and implemented by upper-level management.

Middletown, Connecticut, United States

Completed data management activities adhering to organizational specifications and timetables; systematized, organized, analyzed, and stored all contact information generated through communications with alumni and student parents. Implemented meticulous data management standards and ensured data integrity across multiple platforms. Managed email list and collaborated with team to develop and implement strategy to personalize email content and engage more compellingly with email recipients. ● Proactively identified ways to improve overall online user experience, innovated methods to facilitate more fluent sharing of information between members of the Wesleyan community, and proposed tactical plans for more effective data use to stimulate online engagement.

Waltham, Massachusetts, United States

Created and distributed engaging, authoritative, and current content; edited and supported SPRC’s weekly newsletter, website, library services, social media, and print and electronic publications, promoting SPRC library reference service availability to a wide variety of patrons. In positions of leadership, fostered a culture of respectful collaboration within and among project teams. Monitored emerging trends and synthesized new research in public and behavioral health. Oversaw website content management, product development and marketing, social media content creation, and community engagement to advocate positive public and behavioral health messages. Demonstrated perceptiveness and passion in work supporting public health and safety, exhibiting an ability to conscientiously handle critical and sensitive information.● Employed focused management and leadership skills in fulfilling duties as direct supervisor of three employees, team leader of Library and Web Team, and primary training provider for staff members on all aspects of social media.● Increased the number of global email newsletter subscribers by 46% within first year of hire. ● Created and distributed analytical reports to key stakeholders including federal government and board members, garnering support from Department of Human Services staff and U.S. senators and congressional representatives, significantly heightening public awareness and use of SPRC services.

It Help Desk

Master Of Arts - Ma, Rehabilitation Counseling

Bachelor Of Arts - Ba, Psychology