Nicholas Ambrose Email & Phone Number

Aurora, Colorado, United States

Day-to-Day Responsibilities Summary • Defines user criteria and creates user stories for department and stakeholder needs. • Manages and refines a Kanban Jira project board for the team that oversees systems used by the organization. • Liaises with business partners and teammates on project progress and enhancements. Relevant Accomplishments• Genesys Cloud (Contact Center System) o Gathered requirements from various departments for system needs and features both for go-live and day-two items. o Implemented workflows for the organization and informed stakeholders on uses and functions in Genesys to facilitate a 100% adoption rate for the system across teams. o Implemented a Computer Telephony Integration (CTI) between Genesys and an Engagement Plus (EPlus) Platform in Salesforce for the Customer Service Team.• DocuSign Contract Lifecycle Management (CLM) Implementationo Gathered requirements from contracting team to create workflow for signing prospective providers to add to the Colorado Access Network. o Worked with consultant, business stakeholders, Salesforce Team, and Other Applications Team to deploy a workflow for the contracting team that simplified the sign-on process for providers. • Salesforce Product Ownero Served two stints (spanning about six months in total experience) as product owner for the Salesforce Team during gaps when a Salesforce product owner was not present with the organization. Maintained team’s base operations and team productivity during a product owner’s absence. o Gathered requirements and facilitated several starts of projects for the team until a new product owner was hired and trained.

Denver, Colorado, United States

Day-to-Day Responsibilities Summary • Supervised six technician roles. • Hired, coached and trained team members while managing tactical, day-to-day team operations.• The Solution Center provided tier I IT help desk support to airport employees. Relevant Accomplishments• Customer Satisfaction Metricso Supervised a team that maintained a 4.91 average customer satisfaction score (out of 5) out of 1,408 survey responses in 2021 (a 1.45% increase in satisfaction scores and 38% increase in surveys completed in 2019).o Solicited feedback, solutions, and enhancements from stakeholders for areas of improvement; prioritized efforts, coordinated resources and communicated to team members for completion: Conference room updates; large office moves; Clairvista implementation; “Service Not Found” initiative; PC Replacement; Cellular Invoicing; Field Checklists• Team Framework and Resource Managemento Presented concepts around team culture; revived and led discussions to rebuild team framework and cohesiveness. Established a team culture of teamwork, accountability, and trust. o Analyzed customer needs and patterns. Created/upheld processes to increase team members’ productivity to optimize value to customers and meet service level agreements: daily huddles, weekly receiving/pick-up time, in-person appointments, technician rotation model, daily lunch coverage, professional development time, team meetings, and one-on-ones.

Denver, Colorado, United States

Day-to-Day Responsibilities Summary • Responsible for day-to-day operations of the Solution Center, while managing some larger team projects. • Regularly communicated with manager to report on overall team performance and individual team performance. • Provided tier I IT technical support to Denver International Airport employees and eliminated IT barriers to their work. Relevant Accomplishments• Microsoft Teams Integration for COVID-19/Work-from-Home Mandateo Developed training for basic Microsoft Teams usage. Presented to over 125 non-technical users on features and functionality of Microsoft Teams when work-from-home mandate first occurred. • Call/Ticket Quality Assurance Programo Researched, developed, implemented, and refined a quality assurance program for the team for evaluating team’s work. o Collaborated with stakeholders to optimize the value of the tool and implement various metrics. Team’s scores increased by approximately 30% within initial seven months.• Cellular Management Report in Power BIo Researched using Microsoft Power BI. Collected and analyzed cellular usage data to make budgetary recommendations to save money. Created ongoing report for non-technical users to understand their divisions’ cellular-related expenditures. o Reduced spending by $125,000 compared to projections in 2020 (a reduction of approximately 25%). Savings continue to be about 40% less month-to-month compared to February 2020.o Solicited feedback from stakeholders on features to improve value of PowerBI report: YTD costs, total yearly costs, identify line owners, usage patterns and filters, row-level security.

Denver, Colorado

Day-to-Day Responsibilities Summary • Trained non-technical users on software application usage. • Acted as a liaison between stakeholders and development team to enhance software value (primarily the Electronic Health Records software) (like a product owner)Relevant Accomplishments• Employee Trainingo Presented to and trained over 500 non-technical users and stakeholders on product (Electronic Health Records software) features and usage. o Conducted trainings for product upgrades approximately twice per year, introducing stakeholders to new features.• Established Scrum Framework o Solicited feedback from stakeholders at monthly Core Team meetings and superuser meetings for product features and enhancement ideas. Developed sprints with development team (typically monthly) to produce product iterations: Care Team template, custom lab results, template “favorites”, SOAP note history, Quick Notes, Pharmaceutical Formulary; customized point-of-care procedures, Title X template, Behavioral Health Intake template, Encounter History features. o Maintained a backlog of ideas and suggestions to recommend to the development team.

Centennial, Co And Littleton, Co

Day-to-Day Responsibilities Summary• Recruited and case-managed young-adults through workforce development programs (Workforce Investment Act and Workforce Innovation and Opportunity Act). • Researched workforce and hiring trends to make recommendations to consumers about career/vocational paths to pursue. Relevant Accomplishments• Intake Paperwork Digitalizationo Intake paperwork had been done manually. Collaborated with stakeholders on pain points and recommendations to make intake paperwork easier to complete. Converted paper-forms to forms in Microsoft Excel to ease intake paperwork labor. o Trained non-technical team members on using the new form.o Intake paperwork completed by non-technical users went from about 60 minutes to complete to about 15 minutes to complete. o Continued meeting with various stakeholders to determine enhancements and recommendations to further simplify the process. • Training Request Packet Renovationo Collaborated with stakeholders to add value to the application consumers needed to fill out requesting training funding. o Implemented various features and evaluative tools and activities for consumers to complete when requesting funding from the workforce programs. o Eliminated pain points in previous application versions to streamline the process for consumers.

Denver, Colorado, United States

General Role DescriptionTemporary assignment with J. Kent Staffing during the summer of 2012. Contracted with Denver Public Schools to receive, unpack, format, and distributed over 500 laptops to teachers in the Denver Public School District. Supervised a team of five people to ensure project was completed.Primary Responsibilities• Monitor staff assignments and production to meet project goal, deadlines, and objectives; act as a primary contact for the projects’ operational managers, vendors, and staff, regarding progress and inventory of project.• Assisted in formatting and imaging over 500 computers for the Denver School District; provided technical assistance and training to supervisees regarding project policies and procedures.• Approve staff schedules and hours worked each week; delegate roles to individuals on the team; communicate performance related matters to the supervisors and clients• Identify constraints and discrepancies regarding project resources and deadlines, problem solving as necessary.Notable Achievements• Early Project Completion – Project was completed about 1.5 weeks early; the early completion of the project resulted in a cost cut of about 4% from original budget projection.• Recycling Partnership – Coordinated and partnered with a recycling agency to pick up waste products (e.g. boxes, cardboard, etc.) as opposed to having them get picked up by a trash company to promote Earth’s sustainability.• Successful Project Completion – Monitored and accounted for 100% of the inventory at project completion.

Various School Districts

Primary Roles:• Developed lessons, curricula, and pacing guides to deliver material to students.• Evaluated curricula, lessons, and student performance; reported information out to fellow teachers, administration, families, and guardians. Reflect and tailor instruction based on feedback from administration and student performance.• Demonstrated subject-matter expertise to students, and build rapport with students, and their families year to year.• Monitor, addressed, and directed student behavior during classroom and school activities.Notable Achievements• Collected, analyzed and reported data for three grade levels of students (over 150 students) regarding test data and performance, as well as result’s implications for teaching pedagogy; Collaborated with other teachers to develop behavior and performance plans for individual students who were struggling in the classroom.• Served as the technology expert, troubleshooting and resolving computer, printer, projector, and SMART Board issues.

Masters Degree, Elementary Education

Graduate degree in elementary education in a National Council for Accreditation of Teacher Education (NCATE) approved program. Worked.

Bachelors In Science, Family, Youth And Community Science

Activities and Societies: Family/Youth and Community Science ClubBachelor's degree in family, youth, and community science (part.