Ray Warner Email & Phone Number

Bethel Park, PA, US

Greater Pittsburgh Region

Supporting users of EduLink's PAETEP and Comply software platforms. PAETEP and Comply centralizes and simplifies the compliance requirements of over 500 school districts across Pennsylvania.

Technical Lead for Next Level Trainings' virtually delivered training programs. Serve as zoom host for weekend training sessions. Update company web site. Make updates in proprietary database software to track student enrollments. Organize resources for online trainings in Google Apps. Oversee schedule of trainings and zoom hosts for those trainings. Train.

Greater Pittsburgh Region

Contract position with Duquesne Light. Deliver classroom training to union represented employees of a regional utility company on a mobile and computer based time entry system. Provide on-site subject matter expert support after the launch of the new system.

• 100% Remote role. Responsible for developing and presenting virtual training on Cisco cloud-based communications solutions to business end users.
• Developed processes and launched a new web chat-based training service via Zendesk for immediate end-user training response, scaling the service from 50 chats served per month to over 1000 chats served per month.
• Educated customers from 5 different providers on over 20 different products
• Successfully onboarded and integrated two brand new training customers with unique requirements and configurations.

Bethel Park, PA

• Responsible for ensuring the Election Day turnout of targeted voters for a State Senate Special Election campaign.
• Contributed to an Election Day victory margin of 4% and an overall voter turnout of 35%.
• Identified and negotiated high traffic locations for 30 large size signs to drive candidate name awareness.
• Coordinated poll coverage with local party committee members from 17 different townships to track Election Day turnout numbers.
• Recruited and trained over 15 volunteers to track and contact targeted voters to ensure they have voted.

Greater Pittsburgh Area

• Responsible for the development and implementation of the Election Day strategy to re-elect a Congressman in a newly redrawn +7 opposition party district against a 3-term incumbent.
• Contributed to an Election Day victory margin of 12%
• Ensured candidate awareness at over 400 unique polling locations throughout the district, increasing name recognition for voters.
• Recruited and trained volunteers to ensure greater than 75% of all polling locations were covered with personal greeters, adding a final layer of voter persuasion.
• Developed and administered the transportation of over 30 voters to and from their polling locations, ensuring increased voter turnout.

Greater Pittsburgh Area

• Responsible for the quality and performance of over 420 technical support and network support agents in Pennsylvania and Delaware.
• Developed and implemented a plan to reduce internal help desk requests by 25%, allowing agents to attend to higher priority tasks.
• Created and delivered new process training to over 50 network support agents in the Northeast, reducing field technician hold time by 65%.
• Piloted a content retention program which increased retention of new process training by 50%
• Provided agent feedback to supervisors which reduced customer transfers and handoffs by up to 25%, increasing customer satisfaction.

Greater Pittsburgh Area

• Responsible for first level network and provisioning support of a nationwide passive fiber optic network.
• Successfully resolved 90% of presented troubles within 5 minutes.
• Achieved 100% internal customer satisfaction scores at each monthly measurement.
• Guided over 400 front line agents to a clearer understanding of network operations.
• Developed and influenced over 50% of the team’s initial processes.

Syracuse, New York Area

• Responsible for front line triage, troubleshooting, and restoration of external customers’ home telecommunications services.
• Resolved greater than 80% of troubles on the initial customer contact.
• Successfully resolved over 85% of troubles without requiring an on-site repair visit.
• Provided desk-side guidance and mentorship to over 100 agents in a newly opened repair center.
• Achieved an average per-call handling time below 13 minutes.

Bachelor Of Arts

Vision And Impact Program Graduate, Leadership And Emotional Intelligence

Activities and Societies: -Co-lead in charge of all public-facing communications and messaging development for a large-scale, high impact.

Leader In Transformation Program Graduate, Mastery Of Leadership, Facilitation

Activities and Societies: Successfully created and facilitated a 3 hour experiential workshop to an international audience of over 100.