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 to adhere to established Service Level Agreements (SLAs), making real-time decisions and deploying resources strategically.A key aspect of my role is analyzing incident data to identify improvement areas and proactively enhance resolution processes.Collaboration is… Show more 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 to adhere to established Service Level Agreements (SLAs), making real-time decisions and deploying resources strategically.A key aspect of my role is analyzing incident data to identify improvement areas and proactively enhance resolution processes.Collaboration is central to my approach. I work seamlessly with cross-functional teams, streamlining incident workflows and aligning communication for effective outcomes.Translating complex incidents into comprehensive reports is another strength. I generate regular and ad-hoc reports, shedding light on incident metrics for executive management.In summary, my role encompasses leadership, strategic coordination, technical proficiency, and collaborative prowess. I ensure efficient incident management, optimize processes, and provide valuable insights to drive organizational success.Key Accomplishments:• 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.• Reduced workload on the incident command team and implemented innovative services by overseeing projects in collaboration with product vendors. Show less

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 bridge between field technicians and customers, I orchestrated essential field support to guarantee efficient functionality.My responsibilities extended to coordinating and overseeing inbound dispatch activities. This involved managing customer issues and service requests… Show more 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 bridge between field technicians and customers, I orchestrated essential field support to guarantee efficient functionality.My responsibilities extended to coordinating and overseeing inbound dispatch activities. This involved managing customer issues and service requests, aligning field technicians' schedules, and facilitating timely resolutions.As a liaison between technical experts and customers, I expertly scheduled appointments and effectively resolved any technical concerns that arose. This streamlined approach not only optimized customer satisfaction but also ensured swift issue resolution.In essence, I served as a linchpin in the smooth operation of communication systems, leveraging my coordination skills and technical acumen to drive effective support and expedite solutions.Key Achievements:• 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 equipment.My role encompassed assisting customers through various channels such as phone, email, and chat. I adeptly diagnosed technical problems and guided customers through step-by-step troubleshooting processes, ensuring their concerns were swiftly resolved.I meticulously… Show more Key responsibilities:As a technical support professional, I provided indispensable technical assistance to customers, effectively addressing inquiries and resolving issues concerning communication services and equipment.My role encompassed assisting customers through various channels such as phone, email, and chat. I adeptly diagnosed technical problems and guided customers through step-by-step troubleshooting processes, ensuring their concerns were swiftly resolved.I meticulously documented all customer interactions, issues, and resolutions within the company's CRM system. This commitment to accurate documentation facilitated a comprehensive understanding of customer needs and efficient follow-up support.Collaboration was at the core of my approach. I worked seamlessly with cross-functional teams, escalating intricate technical issues for prompt resolution. This collaborative effort ensured that complex challenges were met with a cohesive and efficient response.Key Successes:• 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