Rich Clancey Email & Phone Number

Boston, Ma, Us

Chelmsford, Massachusetts, United States

Chelmsford, Massachusetts, United States

Chelmsford, Massachusetts

Lowell Ma

Supporting a production billing system and the agents who service the customers who depend on it. Performing Billing Admin tasks to complete product related tasks and troubleshoot issues. Work with the development and QA team to ensure issues, especially production issues get attention and fixes. Using Oracle SQL Developer to work on the backend of the Database, to update and verify records that the Billing system UI cannot.

Reporting responsibilities utilizing SSRS, PowerBI, SQL Server Queries, Visual Studio 2012, Microsoft Excel and SQL Server Management Studio.

Lowell Ma

Case manager and team lead for small group of level 2 cloud MSP engineers. Created PowerBI reporting for management to measure employee effectiveness, utilization and compliance

Developing reports for Ops Management utilizing Microsoft Excel. A mix of implementing mathematical/logic based formulas and creative design intended to make reports user friendly and easy to obtain information from. Introduction into SQL, SSRS, Pivot Tables, External Data Source Connected Spreadsheets, Data Modeling & PowerBIPilot Trials for new Operations Software - measure impact to control and variable groups to predict and analyze potential impact to production rolloutStorytelling through numbers. Provision of self service reports and focusing on automation of manual tasks.

900 Chelmsford St Lowell Ma

Managed and adjusted to staffing changes in a large remote based organization. Used Verint software to measure impact to Service Levels and kept Supervisors, Managers and Executives aware of operations performances in real time. Developed and configured software tools to enhance department functionality & efficiency.

Cross Point Towers, Lowell Ma

As Innovation Delivery Supervisor I am in charge of plumchoice's co-op partnership with local high schools. Involved is: Finding new schools to recruit from, interviewing individuals onsite or at the schools, training and supervison of new and existing co-ops. As our program grows i have been placed responsible for overseeing the training of new supervisors and team leads as well.This extends out to several of plumchoice's locations including Lowell MA and Broomfield CO, where my onsite presence helps build the skills of the up and coming TL's and Sups.

Cross Point Towers, Lowell Ma

Led initiative to partner with local high schools and colleges to source technical support agents for new in-house call center. Supervisory responsibilities for all new hires, as well as recruiting, on-boarding, training and coaching. Promoted agents internally to form management team as the pool of agents grew.

I oversee the daily operations of our Remote Technicians from the Innovation Lab, where we take new ideas and feedback from around the company, in order to implement new technology, upgrade existing software and in general, make the lives of the techs easier, while allowing them to perform their jobs more efficiently. I work as one of those Technicians as well, one of the First "In-House Techs" working at the Company HQ in order to show the corporate side of plumchoice how the people in the field work. I can provide insight to our lab and in turn, Apply that to projects here that will ultimately save the company money.

Managed the Network of the company. Backed up the server, handled problems as they came about.

1st level internal support for Enterasys employee's at the Corporate HQ in Andover. at 17 years of age, i entered in as a co-op student, from Shawsheen Valley Tech. After Graduating in 2010, i held the job for a year. I answered phones for people calling into the Service Desk, i managed Trouble Tickets in our Salesforce interface. I did real time support for company wide issues and isolated user issues. I specialized in laptop repairs and Model upgrades.

Dual Enrollment, Psychology

Activities and Societies: Group discussion, homework assignements and psychology theory classworkOpportunity to take a college night.

High School Diploma, Computer Science And Information Technology