Garrett Napier Email & Phone Number

Denver, CO, US

Denver, Colorado, United States

- Orchestrated the migration from Genesys Multicloud and On-Prem solutions to Genesys Cloud CX, ensuring a smooth transition with minimal disruption.- Developed a comprehensive suite of real-time dashboards using AWS EventBridge and Elasticsearch to provide actionable insights, KPI tracking, and full alerting capabilities for multiple lines of business..

Denver, Colorado, United States

• Lead in the building of cutting-edge applications and services to increase efficiency, self-service, and improve the student experience.
• Deployment of ACD, skills-based routing, IVR flows, voice & digital communication channels, AI bots & reporting for all Care Centers, Faculty & Staff.
• Engineering/Architecture of communications technology, mentoring others and pioneering new standards and architectural foundations.
• Foster and utilize innovative approaches to problems and functionality for all key stakeholders.
• Own technologies focusing on student success and scalability while supporting student-focused user experience.
• Collaborate with developers, designers, testing, and product management to develop features and innovative approaches to applications and features.

Salt Lake City, Utah, United States

• Creation, changes, and removals of users, groups, and roles in Genesys Cloud
• Escalated incident resolution
• Creation, changes, and removals of Genesys Cloud contact workflows and IVRs
• Call detail reporting and administration, data analysis
• Proactive monitoring of platform uptime and issues
• Deployment of ACD, skills-based routing & reporting for all contact centers at the University

Salt Lake City, Utah, United States

• February 2021 - Leadership Principle Award for Inspire and Develop
• SME council member, responsible for creating, maintaining, and updating knowledge base articles for Service Desk
• Readiness Measurement Level System council member – create and update learning guides and exams for a more complete training path for Service Desk Agents
• Monitoring Student and Staff queues, assisting First Responder agents in Teams chat providing guidance and direction
• Handle queue management during outages along with maintaining open communication with Escalation teams of open and currently ongoing issues all while assisting in pinpointing issues/causes
• Ownership of escalated tickets from First Responders

Salt Lake City, Utah, United States

• Receive calls, emails, and web-tickets for end-users and other WGU Staff / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent information Improved consultant attendance by 31.0%.
• Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
• Ensured Incidents and Service Requests are properly escalated and assigned to appropriate IT support groups.
• Performed hierarchical escalation to Help Desk Management and the IT Leadership Group.
• Maintain ownership of Incidents, ensuring timely entry, updating, and closure of all tickets and issues.

Greater Denver Area

Full-time role of facilitating in-dealership group training sessions geared for Lincoln sales consultants.

Responsible for knowing product knowledge of a vast array of car manufacturers as well as giving fluid presentations of said automobile.

Bachelor'S Of Information Technology, Information Technology

Education record