Emily Mauger Email & Phone Number

Greater Denver Area

Regularly audited new and updated accounts for compliance with various regulations; eventually requested for specialty audit on governmental accounts. After being given any project, I was regularly praised for my efficiency, accuracy, and clarity.Assigned to various high-visibility projects including an Online Product Enhancement Team (new app and website launch) and the team responsible for internal communications regarding updated product disclosure agreements sent to all residential and commercial customers.“Unofficial local IT” for both branches worked in; considered to be most tech savvy by co-workers, I was frequently utilized for troubleshooting, equipment swaps, and hardware installs.

Fast-tracked through various technical support positions due to my ability to quickly absorb and understand complex information and translate it to those with less tech knowledge. These included advanced technical support and leading a technical trending team and broadband specialty team.Analyzed call center data in alternative ways, providing more specific ways to develop agents and improve.Responsible for creating, writing, and/or improving numerous resources that were lacking including interview guides, review forms, job postings, presentations, job aides, and other standard operating procedures.Created numerous tools and taught others simple tricks to help improve efficiency on repetitive tasks.Promoted to training department before being handpicked to manage a project for the CEO in Colorado, leading to the move from Virginia. The high visibility project allowed experience with project management, cross-team communication and support, and opportunities to influence curriculum enterprise-wide.Created and implemented an organizational system for multiple training classrooms to train streaming service troubleshooting with various A/V equipment after identifying the short time frame required to be functional. These classrooms included Xboxes, Rokus, Amazon Firesticks, Smart TVs, laptops, tablets, and other streaming devices.

Bachelor'S Degree, Information Technology

Architecture