Kyle Prather Email & Phone Number

Louisville, Kentucky, United States

Louisville, Kentucky Area

• Responsible for managing and executing business development activities for IT and other company business lines. Provided executive leadership over internal company-wide IT infrastructure including server, network, and.
• Organized all IT functions around partnerships to better support business unit goals.
• Managed IT infrastructure including Network LAN, WAN, MPLS Data Network, Data Centers, Disaster Recovery facilities, ERP applications, telecommunications, various third-party applications including CRM, Internal.
• Developed IT standards and policies designed to streamline desktop and software support.
• In less than two years I have increased revenue by 215% and reduced operational costs by 22%.
• Managed all IT vendor relationships, negotiated related contracts and created annual IT business plan and budget reflective of corporate and business unit initiatives.

Louisville, Kentucky Area

• Ensuring the representation of the service desk and colleague experience in all projects.
• Managed and implemented Remote Desktop Services team globally over the last two years
• Focus on increase in efficiency, greater return on investment, and improved end-user experience.
• Involved intense data analysis and forecasting.
• Designed roll-out strategy to address greatest needs most efficiently.
• Frequent high-level strategic and planning meetings with key stakeholders and Business

Louisville, Kentucky

• Managing cross-skilled analysts in phone, Live Chat, and email support. Assisting with all knowledge gaps to ensure the analysts have the tools required to support our colleagues.
• Ensure my team consistently leads the floor in all measured metrics including having the highest volume of positive customer satisfaction results.
• All migrations and major rollouts were headed by myself and the Knowledge and On-Boarding Lead.

Louisville, Kentucky Area

• Responsible for effectively analyzing, troubleshooting, researching, resolving, tracking, and (when necessary) escalating issues for colleagues.
• Supporting colleagues via phone, Live Chat, and email to insure first call resolution and colleague satisfaction.
• Lead the Live Chat team in tickets generated and number of customer satisfaction surveys with a 98% customer satisfaction rate.
• Peer coaching and shadowing to assist my fellow analysts with their skillset.

Louisville, Kentucky Area

• Responsible for effectively analyzing, troubleshooting, researching, resolving, tracking, and (when necessary) escalating issues for users of ResCare systems. All issues and requests are fully documented in call.
• Responsible for identifying repeatable solutions and updating departmental and customer materials as needed.
• Support Active Directory, SharePoint, Citrix, LAN and WAN technologies, Microsoft Office, GroupWise, and Windows OS (XP, Vista, 7).
• Ensure that one-call resolution is achieved whenever possible through strong problem solving and interpersonal skills and attention to detail.

Louisville, Kentucky Area

• Managing team of 15-25 front line sales and service associates.
• Training and coaching for improved performance in sales, customer service, and call center metrics through monitoring calls and tracking trends in call volumes and issues.
• Managed three teams simultaneously due to loss of manpower as well as manager medical leave. The teams consisted of 30-50 associates, of whom calls were monitored, coached, and trainings were conducted to ensure all.

Louisville, Kentucky Area

• Responsible for coaching and developing sales representatives for improved performance.
• Monitored fraud activities as well as credit, collections, revenue management, and roaming support.
• Development and implementation of Customer Service Training.
• Resource management of all customer operation’s functions for a state/region including meeting productivity goals.

Bachelor Of Science, Information Technology, 3.75

Graduated Magna Cum Laude

Associate Of Science, Information Technology, 3.6

Graduated Magna Cum Laude