Max Auger Email & Phone Number

Portland, Maine, US

Portland, Maine, US

• Responsible for the digital employee experience in global employee technology services for 8,000 employees across 5 continents.
• Currently building a new knowledge base for global service desk agent reference with the goal of improving first-level resolution by 10-15% and reducing level 3 team volume by 20%
• Adjusted global service desk schedule to match hourly call volume and improve SLA goal meeting.
• Lead a team of four over 1 year to migrate ~3,000 mobile devices from MobileIron MDM to Google MDM for an annual savings of $100,000.

Portland, Maine, US

• Global Tier 3 support for conference room hardware and all collaboration software. Increased Project Management duties. Additional System Administrator responsibilities: Google Admin
• Managed team of four to execute testing and POC for Google Mobile Device Management (MDM) solution. Presented findings to CIO with recommendations for path forward.
• Reduced Slack license count by 70% for $50,000 in annual savings.
• Organized informal cross-functional team to design a new global software onboarding process with the goal of reducing shadow IT spend by $250,000.
• Lead software request UX redesign. Working cross-functionally to redesign and deploy a new UX in Cherwell ITSM that will make requesting software/applications easier for end users.
• Lead Digital Employee Experience (DEX) cross-functional task force to identify friction points in technical support and connect to or create project work to mitigate ticket volume.

Portland, Maine, US

• Change management lead for merger and acquisition activities. Create, manage and execute communication and training plans to facilitate software adoption.
• Reduced WebEx license holdings by 90% to save $214,500 annually.
• Reengineered first-time OKTA login process for mergers and acquisitions. Reduced ticket volume by 90%.
• Onboard new software and integrate (AD/SSO, Security Controls, Domain lockdown, etc.) into enterprise environment.
• Requirements gathering and implementation for new business processes, application trainings, and application migrations.

Manchester, NH, US

• “Emerging Leaders” leadership development program graduate
• Identified improvements for internal processes and customer experience
• Interacted with students and contacts in alignment with SNHU’s culture and brand behaviors to support the mission and vision of the university
• Communicated with internal and external stakeholders to resolve account issues in a timely manner
• Applied financial aid, billing, and registrar policies to all student interactions
• Helped students develop a financial strategy for their education and achieve their goal of graduation

Manchester, NH, US

• Interacted with students and contacts in alignment with SNHU’s culture and brand behaviors to support the mission and vision of the university
• Applied financial aid, billing and registrar policies to all student interactions
• Helped students develop a financial strategy for their education and achieve their goal of graduation
• Participated in "Go-To Person" desk to assist peers in the resolution of account questions or issues
• Delivered the Welcome Speech at the Financial Literacy Conference, reporting on current findings and trends within Financial Literacy in the US
• Communicated with Accounts Receivable and Credit and Collections Departments to address account needs

Manchester, NH, US

• Answered email communications to assist Admissions and Advising with resolving student account issues
• Processed and applied corporate discounts and create and distribute daily awards list to leadership in three departments
• Reviewed 300-900 student accounts daily
• Lead point of contact via SharePoint for Financial Aid department to University
• Supervised one temporary employee, delegated tasks and reviewed quality and performanceSoftware used: Campus Logic, SharePoint, Datatel Colleague, Five(9), Microsoft Excel, Word, Outlook, One Note, Microsoft Dynamics.

Manchester, NH, US

• Increased responsibilities with special populations, such as the Advantage Program
• Assisted with the training of new employees
• Managed Loan Decrease ReportSoftware used: Campus Logic, SharePoint, Datatel Colleague, Five(9), Microsoft Excel, Word, Outlook, One Note, Microsoft Dynamics CRM, Perceptive Content, and administrative access to NSLDS.

Manchester, NH, US

• Answered 30 - 60 phone calls a day. Handled financial aid, billing, and registrar functions for the online portion of the university
• Used effective listening and public speaking skills to explain financial aid, billing and registrar policy to students Customer service, financial aid, Title IV funds, time management and computer skills. Related.

Purchase, New York, US

• Worked independently merchandising store shelving, coolers and displays with products in assigned accounts
• Communicated all merchandise needs or issues to appropriate manager, placed purchase orders

Master’S Degree, Higher Education Administration

Bachelor Of Arts (B.A.)