Julie Pulliam Email & Phone Number

Promoted to oversee all operation and functions of a centralized, high-volume help desk that successfully supports two divisions with minimal staff. Established ability to provide a high level of support by consistently looking at efficiencies and process improvement. Help desk agents are monitored and reviewed on first call resolution, conversation quality and providing outstanding customer service. Diplomatically resolve high level customer complaints and provide follow up. Effectively manage hardware technicians in the preparation and repair of client products for two divisions, both locally and remote. Ability to handle difficult employee situations including reductions in force, performance and policy violations. Review daily problem management tool (HEAT) to ensure team consistency regarding troubleshooting methods, accuracy of call log, and user profile information. Selected to be part of an elite group of professionals at a corporate level to review new web-based technologies and become the subject matter expert.

Kansas City, Missouri Area

Highly motivated IT Supervisor with the ability to develop and implement complex projects. Maintained high-quality relationships with customers by addressing concerns/discrepancies and providing relevant solutions in a timely and effective manner. Proven ability to adapt well to challenges and changes. Self motivated with the ability to prioritize multiple projects. Responsible for all call center management of four business areas: Telecommunications, Internal Network Support, Electronic Data Interchange, and Help Desk/Hardware Setup and Repair.

Was successful in planning, implementing and supporting customer EDI application interfaces via HL7 specifications. Tested and verified solutions were performing according to standards. Researched, analyzed, and recommended solutions for potential interface problems. Completed validation test plans. Supported EDI application interfaces. Instructed, directed and checked the work of other EDI Technical Specialists. Supervised a staff of three EDI Specialists and two bridge support personnel.