Gwenydd Way Email & Phone Number

Bellevue, WA

Greater Seattle Area

Develop and conduct Quarterly Business Reviews for portfolio of highly visible enterprise clients. Create key performance indicator reports, deliver to C-level customers and internal management. Manage multiple concurrent projects focused to customer assessments, implementation, onboarding, and offboarding, including appropriate resource supervision and.

Greater Seattle Area

Remotely supported computers, servers, and network devices for multiple customers, troubleshooting issues to resolution utilizing remote tools including LabTech, LogMeIn, and TeamViewer. Created and maintained customer file documentation. In addition to basic network support, served as IT Project Manager, providing services including software and hardware.

Managed team of ten employees in technical support of IT outsourcing and cloud solutions. Selected, interviewed, and hired employees; provided performance management and discipline. Created and delivered in-depth training. Developed and documented ticket flow processes enabling junior team members to escalate tickets in a timely members and providing a.

Supported computers, servers, and network devices for multiple customers via remote tools (Kaseya, LabTech, LogMeIn, TeamViewer). Created and maintained documentation on customers. Acted as a mentor and trainer for employees. Basic troubleshooting of OS, application, hardware, and network issues.

Provided Server and Client Support for educational software. Customized installers for educational software to state and local standards. Created documentation and training programs for support and IT processes. Basic troubleshooting of OS, application, hardware, and network issues, including TCP/IP and DHCP, utilizing the OSI model. Maintained and.

Acted as lead technician and project manager on international credit card processing/SAP project; provided first, second, and third tier support; created and documented processes using an ITIL framework; wrote PCI documentation and helped to maintain PCI compliant system

Managed a multi-tiered WAN with locations in multiple states and countries, including implementation and maintenance of hardware, software and firmware; monitored servers and workstations remotely and locally; provided phone support for both end users and field technicians; handled first and second level customer disputes; created and distributed training.

Answered in-bound calls regarding credit card accounts, including light sales; provided first, second and third level escalation support; coached, trained and developed phone agents in a sales based environment; reported and presented daily, weekly and monthly statistics; handled disciplinary action within the team; peer support and counseling; monitored.

Provided first, second and third level escalation support; answered in-bound support calls for proprietary software; trained, coached and monitored agents; gave weekly updates to call center manager and company president on the status of both call center and agents.