Keith Bliss Email & Phone Number

Wilmington, De, Us

Support clients with unexpected, non routine technical issues. Perform client ticket audits to identify trends/patters working with internal and external teams to determine the best course of action to help reduce new ticket from clients.- Within the first 90 days I was able to complete assigned ticket without assistance of others.- Within the first 6 months I was assisting with training other teammates on how to resolve complex issues.- Optimize in-application SQL statements.- Ensure that all support activities are properly documented and recorded.- Preparing documentation- Work closely with other internal teams, particularly the service desk, clinical teams, client engagement, and development teams to ensure that customer expectations are met and exceeded.

Remote

Assist end-users with application support, which includes missing or incorrect data, new user setup, system outages. Work with tier-two teams on escalated system-related client issues.

Responsible for the control activities surrounding accurate counting, sorting and fulfillment of inventory. Deliver exceptional customer service and ensure that customer concerns are addressed quickly and thoroughly. Fulfill in-store and curbside orders against tight deadlines and facilitate productive communications with customers regarding fulfillment status. Record and receive inventory from various delivery vendors and ensure that inventory levels remain consistent. • Manage the process of pricing changes throughout the store, enabling customer confidence, a reduction in pricing errors, and an improvement in customer satisfaction. • Update weekly planograms to match company guidelines

Served as the program manager for the creation, tracing, and implementation of a variety of projects within the Clarity Portfolio Management application for the Customer Service Department. Managed the version control of intellectual property as it flowed through cycles of peer review to project sponsor and appropriately recorded comments, concerns and feedback. Served as system administrator for JIRA project management software in Customer Service Department. • Led robust and comprehensive training curriculum for JIRA software that enabled new users to quickly come up to speed. Developed curriculum around Agile Methodology. • Developed individualized JIRA projects for various teams within department and provided end-user support. • Created comprehensive, informative and easy-to-interpret dashboards for projects to enable teams to track sprints, burn-down charts, and track user stories.

Analyzed, recorded, and distributed system requirements for non-automated systems to enable future automation capabilities for system updates. Collaborated across a cross-functional team to establish a common set of operating standards. Managed the portfolio of new and existing user-ID creation and standardization. • Improved on-boarding experience of new hires through the creation of effective training materials and coaching. • Assisted with new hardware roll-outs across a variety of company call centers.

Provided end-user support for billing, order processing and interactive voice response applications. Observed and recorded end-user interactions and provided important insight for future enhancements and fixes to gaps not found during testing. Manually tested system enhancements in preparation for release across a variety of applications and solved system issues during roll-out of new functionality. • Collaborated with cross-functional teams to prioritize system release specifications • Led daily status meetings through pre and post launch phases. Provide status updates on bugs and defects found during testing and provide sign-off for system release.

System administrator for a complex internal application used by offline teams to support government accounts. Developed new user ID’s and provided troubleshooting and technical support for new and existing users. Completed UAT for system enhancements. Provided feedback on testing results to developers and collaborated with team on resolution and retest.