Kenan Byrd Email & Phone Number

Morrisville, North Carolina, United States

Oversees four teams consisting of Vendor Management, Content Support, Content Quality Assurance and Data and Analytics. Working directly with the VP, Content Operations to oversee enablement functions of the department. Manage a team of Content Operations managers and functional areas directly. Provides coaching and support for continuous improvement and innovation. Act as an escalation point to ensure critical issues are addressed in a timely manner and overcome any roadblocks. Key responsibilities include preparing data reporting and analysis, playing a visible leadership role supporting company-wide strategy, and maintaining high standards for execution and quality in the content development workflow. Utilize AI tools to simplify tasks and automate some processes.• Maintained a Time-To-Resolution of over 90% consistently, to ensure timely resolution of Salesforce/QB tickets

Morrisville, North Carolina, United States

Manage a small team to provide accurate and functional courses to users. Mentored and worked to provide feedback to staff to encourage their growth. Involved with the hiring and training of several individuals. Leverage Salesforce data to identify areas where processes can be improved. Work to establish a strong network of problem-solving peers across multiple functional teams. Training internal users on best practices for product resolution and ticket management. Working as a technical liaison for the department to further ensure the integration of content products. Provide alternative software solutions that provide meaningful impact to the department. Act as the proxy for department leadership to listen and inform them on special projects.• Worked with Engineering team to identify and find a solution to an ongoing issue with exams not unlocking• Worked to improve and identify processes that provide better results of 85% resolution, which includes new Salesforce dashboard and intake forms for better Salesforce ticket management• Developed a solution to track emailed Support questions • Worked to restructure the storage drives for the companies 10,000+ content files• Identified a better solution by utilizing SharePoint for version control of writer documents and naming schemes

Durham, North Carolina

Led and supported diverse technical projects, providing effective and efficient account management and high-level technical support to project teams and customers. Innovated several programs that would identify mistakes and monitor for errors. Developed and ran SQL database scripts to test product flow using various SQL platforms. Built long term relationships with external partners. Mentored team members to learn and grow.

Raleigh-Durham, North Carolina Area

- Provided recommendations for technical hardware.- Setup a ticket system for local IT- Deployed an asset tracking system to identify all devices on the network- Identifed all equipment that was End of Life or out of warranty

Pittsboro, Nc

Consistently improved systems, infrastructure, and operations including reducing costs and reducing need for technology via restructuring various assets. Troubleshot technical issues, identifying network connectivity problems and asset management. - Leveraged company non-profit status to bring in fiber at a reduced cost. Reduced cost of network provider, while improving network reliability and capabilities. - Partnered with HR to recommend upgrading to a cloud based system — significantly improved employee communication and HR functionality. - Deployed managed Chromebooks across enterprise. - Implemented MDM and asset tracking for 200+ devices, including tablets and smartphones. - Maintained CSAT while consistently delivering results under budget. - Developed 20+ IT policies and procedures for improved security and access management.

Research Triangle Park, Nc

Provided Tier 4 support for new technology being tested by key customers and partners prior to market availability.

Morrisville, Nc

Worked on a 3 month contract that was consistently extended due to excellent work. • Manage over 1,000 VMWare Windows’s servers and over 300 physical machines across more than 100 customers.

Raleigh-Durham, North Carolina Area

Developed training and mentoring skills by teaching clients on a system under development. Multitasked to manage hardware inventory asset tracking. • Developed a new process to update server firmware • Reduced roll-out time by multiple days• Proved performance improvement on over 200 servers• Expanded process to include team of technicians and updates to 500+ additional servers

Raleigh, North Carolina, United States

Proactively supported six analysts handling 60K calls/year, serving 25K people.• Developed CMS-managed intranet web resource to provide documentation on procedures and methods

Sanford, North Carolina, United States

Spearheaded a cross functional team of 4, attaining 95% SLA adherence; replaced 500+ desktops within deadline.• Served as an independent desktop specialist for a site that had over 150 end users• Developed procedures for inventory management