Kimberly Pond Email & Phone Number

• Key Responsibilities:In my current role as an Incident Commander supervisor, I lead a dynamic team, ensuring the swift resolution of technology-related incidents. I prioritize and coordinate the incident response team.
• Partnered with the incident command communications team to refine communication protocols.
• Amplified productivity and response effectiveness during critical security events by collaborating with cross-functional teams and executive management.
• Transitioned from Webex Teams to Microsoft Teams within one week while safeguarding uninterrupted communication channels and operational continuity.
• Revamped and optimized process documentation for the Incident Command department, streamlined training procedures, reduced onboarding time, and heightened overall team productivity.
• Reduced workload on the incident command team and implemented innovative services by overseeing projects in collaboration with product vendors.

• Gathers all resources needed to a bridge when issues arise.
• Drive incidents to a quick resolution
• Make sure all resources are on the bridge
• Make decisions during high-pressure situations

• Sends communications to internal and external customers.
• Email communications explaining issues and resolutions
• Explain technical terms in layman terms
• Work without supervision and make decisions

Longmont, Colorado, United States

• Provided support to all Intrado and Intrado customers.
• Password resets and unlocks for Entrust users.
• LDAP account unlocks.
• Outage notifications sent within SLA’s.

• Created sales orders from proposals.
• Coordinator for delivering all items needed for jobs.
• Director for ordering parts for the computer systems.
• Managed our building team to make sure all projects were completed.

Loveland, CO

• Monitored MPLS, DIA, NNI, T1, and ARD circuits.
• Opened tickets with major carriers, including Verizon, AT&T, and CenturyLink.
• Handled incoming service disconnects from start to finish.
• Recovery of America Telesis equipment

Loveland, CO

• Key Responsibilities:In my capacity as a Field Support/Inbound Dispatch professional, I played a pivotal role in ensuring the seamless operation and maintenance of communication systems and equipment. Acting as a.
• Improved operational efficiency by developing and implementing training procedures to address previously untracked metrics.
• Engineered and executed standardized processes to facilitate seamless customer equipment upgrades and reduce repeated calls.
• Devised and formulated an innovative Quality Assurance tracking process using Excel for new installations to reduce recurring trouble calls and enhance customer satisfaction. Show less

Loveland, CO

• Key responsibilities:As a technical support professional, I provided indispensable technical assistance to customers, effectively addressing inquiries and resolving issues concerning communication services and.
• Mastered bridging the tech-experience gap by linking technical info to everyday life for accessible communication strategies.
• Strengthened and expanded the customer base through the delivery of exceptional customer service while earning accolades from the call center manager for outstanding performance.
• Showcased adeptness in simplifying intricate concepts to suit the audience's requirements, training new hires on fundamental program usage to enhance comprehension and proficiency. Show less