Alicia W. Email & Phone Number

Branchville, Nj, Us

Dynamic and results-oriented Team Lead with a proven track record in fostering strong relationships and driving team performance. Adept at managing workflows and optimizing processes to enhance productivity. Recognized for critical thinking skills and process creations which enable the team to navigate challenges effectively. A collaborative team player and effective communicator, committed to creating a positive work environment and mentoring future leaders.ERG Leadership: Actively participated in multiple ERGs [WIT (Women In Technology); Women At Work, Enable Group & VIBES) promoting diversity and inclusion initiatives. Organized events within those ERGs as well as planning events with other ERGs to increase awareness and engagement, resulting in a networking opportunities accross the organization outside of their own ERG membership.Mentorship: mentoring in a Product Ownership team learning working knowledge of the agile process

Branchville, Nj, Us

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.• Worked with cross-functional teams to achieve goals.• Identified needs of customers promptly and efficiently.• Collaborated closely with team members to achieve project objectives and meet deadlines.• Assisted with customer requests and answered questions to improve satisfaction.• Contributed innovative ideas and solutions to enhance team performance and outcomes.• Maintained updated knowledge through continuing education and advanced training.• Approached customers and engaged in conversation through use of effective interpersonal and people skills.• Provided support and guidance to colleagues to maintain a collaborative work environment.• Exceeded customer satisfaction by finding creative solutions to problems.• Recognized by management for providing exceptional customer service.• Utilized various software and tools to streamline processes and optimize performance.

• Developed and implemented security policies, standards and procedures.• Maintained up-to-date knowledge of security trends and best practices to ensure compliance with industry regulations.• Performed regular system audits to identify any potential vulnerabilities or threats.• Conducted periodic vulnerability scans using automated tools to detect weaknesses in the systems.• Provided technical support for the implementation of security solutions across multiple platforms.• Monitored user activities on servers, networks and other IT resources for suspicious activity or policy violations.• Assisted in developing disaster recovery plans for critical systems, applications and data stores.• Analyzed security procedure violations and developed plans to prevent recurrence.• Protected secure data files and regulated access.

New York, Ny, Us

• Developed and maintained relationships with external stakeholders to ensure customer satisfaction.• Conducted regular meetings with clients to review service delivery and identify areas for improvement.• Analyzed customer feedback data and developed strategies for addressing issues in a timely manner.• Collaborated with internal departments to develop customized solutions that met customer needs.• Monitored industry trends and identified new opportunities for growth within the customer base.• Provided technical support during product demonstrations and presentations.• Assisted in developing business plans based on customer requirements.• Identified potential risks associated with customer accounts and worked closely with other teams to develop mitigation strategies.• Responded promptly to customer inquiries regarding product features or services offered.• Ensured compliance with all relevant laws when negotiating contracts or providing services.• Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.• Addressed customer questions and concerns regarding products and services.• Established strong relationships with clients through regular, personalized communication.

support for 12,000 employees

New York City, Us

New York, Ny, Us

Provided 100% phones 1st and 2nd level support to over 100,000 employees nation wide, troubleshooting in a Windows and Novell environment.

New York, Ny, Us

 Provided 100% phone support to over 100,000 employees on LAN, dial-up, DSL. Troubleshooting in a Windows NT 4.0 and Novell environment of IBM laptops & desktops computers, PALM Pilots, modems, and HP printers. Designed and implemented a “Knowledge Base Review” team created to review the troubleshooting techniques that should be entered into our knowledge base for analyst use.

Associates Of Arts & Humanities, Biology, General

Martial Arts

Nidan (2Nd Degree) Blackbelt, Shorin Ryu Shidokan