Kelly O'Brien Email & Phone Number

Westminster, Colorado, United States

Manage Service Configuration and Implementation Engineers and Coordinators to ensure successful and timely set up and configuration of new services and customers; six direct reports and two indirect reportsOversee successful handoff of service into the Global Support Operations CenterEarly life support for new services in conjunction with project management, installation, and engineering teamsIn-life customer support through MACD changes and Continual Service ImprovementReporting and analytics to measure team performance and maintain adherence to customer SLAsAssist with the development of Standard Operating Procedures and training materialsMaintain high level technical aptitude across team via training and certifications

Westminster, Colorado

Onboard and decommission endpoints and infrastructureCoordinate with external vendors to facilitate endpoint changes in various platformsContribute to process design and validationManage and action data inventory projectsEngage in continual service improvement activities

Denver, Co

Prepare, produce and manage 25+ video conferences dailyOversee incident escalations and resolution within a Tier II Support capacity for all managed customers, while adhering to customer SLAsProvide first line troubleshooting support for all live video conferencesConduct site certifications for managed endpoints

Denver, Colorado, United States

Manage and lead small groups through 8 week recovery courseMaintain positive and productive relationships with partner sites including treatment centers, hospitals and detention centersEngage in asset mapping to identify and resolve resource gaps in the Arapahoe County communities

Served as advertising and sales representative while providing excellent customer service, client retention and growthEdited and produced two quarterly publications- Southern Tier Living magazine; 2,500 reach, Health Matters tabloid; 36,000 subscribersEvaluated target markets, designed advertisements and proposed marketing strategies for clientsGrew and maintained sales territory; produced 40% increase in revenue within 5 months

Produced, filmed, and edited promotional films for number of academic departments to be used for student recruiting campaignsAssisted faculty with classroom technologyActed as liaison between administration and faculty when administrator was not present.

Coordinated daily tasks of 100+ Production AssistantsDirected background actorsAssisted crew members with filmingMaintained safety of set and crew by monitoring and securing high danger zones

Provided regular maintenance of office and supported staff with administrative duties including:Fielding incoming phone calls and directed inquiries to the proper departmentsAssisting with payroll duties for 700+ clients weekly