§ Providing support to teams developing CI/CD processes, common identity, cloud platform, and application services§ Interface and assist individuals using cloud services within the FamilySearch organization§ Build user stories and set priorities for AWS platform

§ Released two Salesforce communities§ Improved Salesforce production readiness§ Liaised between the business and engineering for the development and improvement of Salesforce implementation § Managed relationships and work performed through vendors§ Led the work needed to realign Salesforce with organizational changes

§ Documented SOPs for the patron services organization§ Developed new concept for global contact center§ Prepared to bring Tier III work back into the organization§ Improved the automation of cases§ Researched and developed solutions for handling additional language cases and further implementation of social customer care

§ Outsourced 60% of Tier III work to a call-center in Bulgaria§ Successful implementation of solution to reduce call escalations § Managed Data Security, Data Quality, and Tier 3 technical operations§ Managed team of 18 support individuals in 8 countries supporting 9 languages § Consistently met organizational objectives and metrics§ Changed Tier III focus from answering questions to finding solutions which reduced the number of contacts from patrons and improved the customer experience§ Reduced headcount from 18 to 6 active phone agents to accommodate the outsourcing team while maintaining service levels§ Developed and implemented support plans for the successful launch and support of multiple partner sites§ Champion for organizational efficiency utilizing the capabilities of Salesforce§ Always looked outside of defined responsibilities to influence and assist organizational development

§ Designed and implemented a project that improved quality from 73% to 92% sustained accuracy§ Recruited and managed a group of 8 volunteers performing the same tasks as Tier III employees§ Team lead, on a team of 20, evaluated reports, gave feedback to agents, and provided assistance to peers § Trainer - Coordinated and led all technical and non-technical training for the Tier III team§ Top Producer - calls taken, cases closed, and knowledge articles written§ Provided technical support to Tier II agents, users, and 4500 centers worldwide§ Documented and established procedures for accurate case resolution§ Communicated product needs to engineering based on needs of the users

§ Increased network uptime by an average of 8%§ Consistently remained under budget for hardware purchases § Installed and maintained a network with 13 Windows NT and 5 Linux servers performing the following functions: Email, File Servers, Web Servers, DNS, DHCP, WINS, FTP, Samba, Proxy, Virus Protection§ Oracle Database Administrator, Webmaster for the intranet, Network Administrator, Systems Administrator, and Helpdesk Support§ Implemented web-based reporting for better utilization of sales, production and quality information § Primary troubleshooter for technical issues related to payroll, HR, and document management programs § Liaison with software vendors to rectify problems and implement necessary upgrades§ Managed, tested, and implemented all new systems