Christopher Kase Email & Phone Number

Prairie Village, Ks, Us

Lenexa, Kansas, United States

(RIF: Position Eliminated)• Communicated responsively, clearly with a portfolio of 8 – 10 high priority diverse clients; Developed trusting relationships; Advocated for clients with internal teams, so clients knew we would resolve their problems• Succeeded regularly with my team’s highest KPI’s: tickets closed, best time, highest in customer satisfaction!• Created and communicated reports and incident status, with documentation, to executive management, as well as to each client… Show more (RIF: Position Eliminated)• Communicated responsively, clearly with a portfolio of 8 – 10 high priority diverse clients; Developed trusting relationships; Advocated for clients with internal teams, so clients knew we would resolve their problems• Succeeded regularly with my team’s highest KPI’s: tickets closed, best time, highest in customer satisfaction!• Created and communicated reports and incident status, with documentation, to executive management, as well as to each client and their team, keeping every stakeholder informed, and channels open for input• Developed strategies, with team, for system improvements, especially where problems had occurred• Achieved 95% customer satisfaction through solutions provided, in time promised, with results desired. Provided alternate short-term solutions, when plans delayed. Constant commitment to Customer Service• Provided Level 1 and Level 2 technical support immediately and personally. Demonstrated technical expertise, assigning/interacting with appropriate Level 3 and 4 techs to resolve complex system problems• Assigned resources to incidents/projects; Considered techs available, urgency, timeline, situation. Best use of techs and time, in fast-paced, challenging environment; 10% Project Management when PM unavailable• Facilitated daily status/progress meetings with tech team; Prioritized work on 25-30 incident tickets, so all team goals/action advanced clearly; Reporting to all levels and stakeholders kept current and available• Communicated daily through incident ticket review/completions, and phone, email, video calls, and Slack. Regular comments: “All’s clear. I understand. Thank you.” Show less

Remote

• Reported to Senior Management the performance metrics (KPI’s) of 3 tech teams; Showed timeprogressions /trends; 90% immediate satisfaction, remaining 10% explained for understanding• Communicated clearly and persuasively with New Client prospects; Determined their needs;Summarized Interlaced’s services and solutions; 80% became clients when fit was beneficial• Grew new business, presenting our successes as client opportunities, when the option was a fit;Partnered with… Show more • Reported to Senior Management the performance metrics (KPI’s) of 3 tech teams; Showed timeprogressions /trends; 90% immediate satisfaction, remaining 10% explained for understanding• Communicated clearly and persuasively with New Client prospects; Determined their needs;Summarized Interlaced’s services and solutions; 80% became clients when fit was beneficial• Grew new business, presenting our successes as client opportunities, when the option was a fit;Partnered with clients, determining strategic technical moves• Supported internal teams, by tracking and documenting goals, successes, shortfalls; communicated weekly/ monthly results, so teams were always clear on their status• Resolved client escalations with mutually agreed outcomes; Completed past due requests Show less

Kansas City Metropolitan Area

Process incoming Franchise POS Menu requests for local use, including financial reporting assignments.Maintain POS information, including pricing, discounts and POS navigation for franchise menus managed by the Brand.Ensure all changes are completed on time.Perform testing on all changes as needed.Provide training materials for the field.Manage online menus for Franchise menus managed by the Brand.Act as an escalation point for the help desk tickets to ensure issues are… Show more Process incoming Franchise POS Menu requests for local use, including financial reporting assignments.Maintain POS information, including pricing, discounts and POS navigation for franchise menus managed by the Brand.Ensure all changes are completed on time.Perform testing on all changes as needed.Provide training materials for the field.Manage online menus for Franchise menus managed by the Brand.Act as an escalation point for the help desk tickets to ensure issues are resolved in a timely manner.Assist with the POS menu cycle from conception to launch. Including, but not limited to, working with other departments to create POS Menu items and menu architecture that aligns with the business’ current needs.Provide regular updates of all POS initiatives or projectsPerforms other related duties as required or assigned. Show less

Remote

The SDM position’s tasks included utilizing tools such as Jira, Service Now, WebEx, and Microsoft Office to organize and provide client support in an ITIL/ITSM based system. Responsibilities include establishing and maintaining a strong working relationship with clients and internal resources, as well as requesting and scheduling work for different projects.

Phoenix, Arizona

The Business Analyst role involved developing and maintaining internal dashboards and measurements to track the handling of tickets in ServiceNow, according to client service level agreements. Additionally, assisted in transitioning from our proprietary legacy ticket system to the ServiceNow platform.

Phoenix, Arizona Area

The job role involved managing and scheduling a team of 4-6 Field Engineers for both remote and on-site work. Additionally, the role included ownership of a help desk ticket queue for multiple clients, and handling escalated user issues in partnership with our Help Desk.

Phoenix, Arizona Area

The job role involved managing a team of 5-10 remote support agents who provided support for over 20 client environments. The responsibilities included handling inbound break/fix support calls, reviewing service calls/tickets as requested by client Points of Contact or internal management.

Glendale, Az

• Part-time side job• Pregame preparation of the ice and boards on game nights• Postgame cleanup

Tempe, Az

• Monitor incoming IT Help Desk tickets and phone calls• Assist staff and franchisees with store web pages, Point of Sale systems, and content management system• Edit corporate websites and marketing templates (HTML, XML)• Add/maintain/remove user accounts in Active Directory and Exchange• Build, image, and ship computers to be used at franchise locations

Phoenix, Arizona Area

Project team member responsible for upgrading Bank of America associate workstations from Windows XP to Windows 7,Contract terminated shortly after training due to over-hiring and lack of project approval.

Scottsdale, Az

• Trained new employees in the Investor Services Department• Communicate with investors, transfer agents, financial advisors, and holding companies regarding investments• Responsible for end-of-month processing, including fund distributions/payouts and mailing of statements• Evaluated needed changes to proprietary investment software, including working with off-site programmer, project manager on transition from proprietary software to third-party transfer agent • Performed… Show more • Trained new employees in the Investor Services Department• Communicate with investors, transfer agents, financial advisors, and holding companies regarding investments• Responsible for end-of-month processing, including fund distributions/payouts and mailing of statements• Evaluated needed changes to proprietary investment software, including working with off-site programmer, project manager on transition from proprietary software to third-party transfer agent • Performed hardware, software, and operating system installation and maintenance• Evaluate proprietary investment software, including communications with off-site programmer on needed changes• Document changes made to proprietary software, along with demonstration of new features to employees• Update inventories as needed when purchases were made or technology was retired• Integrated employees from a workstation-only environment into a server-based environment Show less

Scottsdale, Arizona

• Preformed and oversaw day-to-day operations in the Customer Service department• Worked with third party warehouses to ensure domestic and international order fulfillment• Communicated customer/user and general website issues to other departments for resolutions if needed• Assisted with hardware, software, and exchange server issues in a mixed Mac/PC environment• Regularly assessed online catalog and made changes as needed in a WYSIWYG/HTML editor• Operated video camera at… Show more • Preformed and oversaw day-to-day operations in the Customer Service department• Worked with third party warehouses to ensure domestic and international order fulfillment• Communicated customer/user and general website issues to other departments for resolutions if needed• Assisted with hardware, software, and exchange server issues in a mixed Mac/PC environment• Regularly assessed online catalog and made changes as needed in a WYSIWYG/HTML editor• Operated video camera at in-house studio for website content Show less

Phoenix, Arizona Area

• Preformed audits of closed loan files• Researched license status of brokers and loan officers doing business with Alliance• Conducted Federal and State High Cost loan testing on closed loans• Project manager for 2006 and 2007 HMDA report

Scottsdale, Az

• Researched and gathered state statutes and regulations relevant to the types of loans funded• Project manager for 2004 and 2005 HMDA report• Ensured compliance with local/state/federal rules and regulations through communication with all levels of the company

Google Cybersecurity By Google On Coursera, Google Cybersecurity Professional Certificate

Google Cybersecurity by Google on Coursera. Certificate earned at June 29, 2024

Computer Information Systems

Education record