· Leads and directs cross-functional teams to isolate, troubleshoot, and resolve incidents/service failure, focusing on time reduction for resolution/prevention of future incidents· Coaches resources in methodologies and processes within Service Experience environment· Utilizes Kanban methods for continuous process improvement efforts and augmentation· SME for IT leadership for knowledge management, data integrity and process improvement· Agile SAFe, certified, Service Now… Show more · Leads and directs cross-functional teams to isolate, troubleshoot, and resolve incidents/service failure, focusing on time reduction for resolution/prevention of future incidents· Coaches resources in methodologies and processes within Service Experience environment· Utilizes Kanban methods for continuous process improvement efforts and augmentation· SME for IT leadership for knowledge management, data integrity and process improvement· Agile SAFe, certified, Service Now Certified System Administrator in progress of certification· Lead and Supported multiple technical initiatives to reduce outage time, frequency and impact Show less

Provided Consulting Services to Addison Clark Online for Content Managed System configuration and customization to supplement existing staff.Developed custom website and graphic solutions including business cards, logos and personal branding Installed, configured, and maintained PHP/MySQL based custom marketing solutions including online forums, ecommerce options, and blog capability Provided hosting services, domain registration, and FTP transfers for new/existing website customers… Show more Provided Consulting Services to Addison Clark Online for Content Managed System configuration and customization to supplement existing staff.Developed custom website and graphic solutions including business cards, logos and personal branding Installed, configured, and maintained PHP/MySQL based custom marketing solutions including online forums, ecommerce options, and blog capability Provided hosting services, domain registration, and FTP transfers for new/existing website customers Enhanced client websites by detailed analysis and redesign of their online presence, Search Engine Optimization (SEO), and utilization of social media marketing techniques. Show less

Provided End User instruction in the operation and functionality of various Cisco VOIP telephone systems.

Supervised and mentored Tier 1 Technical Helpdesk Associates in the daily performance of their duties. Performed daily reporting and monitoring of Agent statistics and job performance. Coached associates on best practices to improve customer satisfaction and enhance job success.

Provide leadership and guidance to fellow job seekers through training and coaching. Present workshops on technical skills (MS Office, LinkedIn, Twitter, Facebook, etc).Support Monthly Networking events as an Organizer.

Created and maintained internal team SharePoint website providing documentation vital to team functions and performance Developed and implemented training of new associates on job roles and best practices Participated in multiple Greenbelt and DFSS projects resulting in ongoing savings over $438,000 Created and maintained scheduling solution ensuring 24/7 team coverage during standard and vacation shifts

Provided Bilingual support for hardware and software functionality questions and usage instructions Trained helpdesk technicians on new procedures and performed mentoring and senior level support including call volume tracking, call monitoring and customer escalations Developed and instructed hardware technicians on upgrade/build/repair processes resulting in 35% improved turnaround time for delivery to 30,000 end users

Provided sole Bilingual Support for 100,000 Spanish speaking end users Developed call ticketing procedure that resulted in 33% reduction in call handling times Surpassed established benchmarks for call handling time and first call resolutions; consistently performed in top 5%of call center associates

Provided Bilingual communication liaison between United States and South American countries Supervised installation and testing of over $3 billion worth of communications hardware Delivered 24/7 support of US vessels at sea to ensure operational readiness at all times Managed and Trained staff of 350 associates in numerous policies and procedures