Working to create an efficient/cost-optimized employee support experience that minimizes manual effort, provides speedy resolution, and ultimately allows employees to be as productive as possible with the systems and tools they use.

• Designed, built, and managed customer support systems to flawlessly interact with each other to delight our support agents and customers.• Set the priorities for a growing team (12-15) of tech systems managers, engineers, developers, & administrators to optimize external and internal support operations.• Developed GCO systems vision, strategy, and roadmap.• Knocked down barriers and made critical decisions that allowed the team to deliver faster over time.

• Architected/designed customer support systems.• Led a technical team of 6-8 people to optimize external and internal support functions.• Helped develop systems strategy/vision for global customer ops and drove implementation of the strategy.• Was responsible for tools within Global Customer Operations including: CRM, Help Center (Knowledge Base & Community Forums), and Workforce Management.

• Designed, administered, and configured, customer support systems.• Led a small technical team to build internal and external system efficiencies (within our CRM and within custom apps) that drove self-service and customer satisfaction.• Was accountable for global customers' support experience via self-help & CRM, reporting, analysis, internal workflows, and knowledge base.

• Managed CRM systems & CRM vendor contracts• Implemented & managed service, sales, & marketing modules of Oracle Service Cloud (RightNow Technologies)• Trained and supported System Administration Team• Led the implementation of self-service options – claim status and form faxing through voice system and our external knowledge base• Designed emergency phone routing for business continuity plan and led testing of this plan• Created call flows for each client and implemented the flows into our phone queuing system• Programmed individual phones and external phone number routing through multiple PBXs for 3 offices• Handled Active Directory maintenance for new employees, employee terms, and role changes• Supported software releases• Helped develop SMS packages and VBS scripts to distribute software from a central distribution server• Designed and created Access databases for Client Support and Claims Departments to store and report Quality Assurance scores

• Trained and supported Help Desk Team of 30 agents & 3 supervisors• Handled top-level escalated client issues identified by Network Management Team• Implemented and configured all major pieces of our new CRM software (Oracle Service Cloud -- RightNow Technologies)• Created formalized policies and procedures for Help Desk Department and installed them into the Knowledge Base• Designed and created Access databases (with dynamic reporting) for Clinical, Placement, and Help Desk Departments to capture employee and transactional info not on our web pages• Reviewed new hire applications and conducted interviews

• Trained, supported, and monitored team of 13 employees• Fielded escalated client questions and worked with other internal departments to resolve issues• Designed a tiered help desk system with specialized job responsibilities (Tier 1, Tier 2, Research Team)• Initiated many system enhancements that were implemented – mostly in searching and reporting• Designed and created Access databases that imported individual agent Excel spreadsheets and produced reports that were sent to our external clients (agents were relieved of doing this work manually)• Reviewed new hire applications and conducted initial phone interviews with potential employees• Awarded individual monetary bonus for technical enhancements created from June 2004 – March 2005

• Mastered core systems and supported internal and external clients• Trained newly implemented external users (primarily via web conference)• Handled new user implementation – assigning appropriate roles/rights• Served as an account manager for several large supply order clients

• Planned for supplies needed & loaded supplies onto work trucks• Drove work trucks to job sites & unloaded supplies• Set up forms for walls and flatwork• Poured concrete walls and flatwork• Cleaned job sites, gathered supplies, and loaded work trucks back up

• Planned for supplies needed & loaded supplies onto work trucks• Drove work trucks to job sites & unloaded supplies• Set up forms for walls and flatwork• Poured concrete walls and flatwork• Cleaned job sites, gathered supplies, and loaded work trucks back up