Riley Root Email & Phone Number

Seattle, Washington, United States

• Responsible for effective delivery of service from MCG's Service Desk.• Formulate, lead, and direct group initiatives to improve the processes and the tools used by the Service Desk and teams that Service Desk collaborates with, to increase efficiency, repeatability, and end-user satisfaction. • Provides leadership and guidance while acting as the escalation point for the Service Desk team for support and technical expertise.• Monitors team metrics and works with management to maintain targeted performance levels.• Decreased the average time the team took to triage support cases to be 25% the time it used to take. • Decreased the average support case resolution times by 50%.• Focused to increase the technical support component for MCG net promoter score of 70.

Seattle, Washington, United States

• Acts as the first line technical point of contact for customers.• Coordinates with external and internal customers to analyze issues, replicate problems, and coordinate resolution to the customer’s satisfaction.• Creates, maintains, and collects accurate data for cases in Salesforce to manage each support request for efficient problem resolution while simultaneously managing and prioritizing the inbound case queue.• Stay current on solution functionality, underlying platform technologies, API/ ADT/HL7 interfaces, and underlying solution deficiencies across all MCG solutions. • Participates in 24X7 on-call rotation including weekends, evenings, and holidays.• Establishes and maintains effective working relationships with a variety of people including MCG staff, customers, and partners.

Bellevue, Wa

• Technical subject matter expert for Movere, a SaaS based IT research platform used for SAM\ITAM and cloud migration projects.• Provided live global full stack support for Movere engagements. Worked with customers and various network\security teams to ensure data collection for the project is complete while complying with each company’s specified best practices.• Diagnosed and resolved technical software issues involving Movere deployment, ongoing usage, and reporting. • Trained internal and external consultants on Movere best practices and the supported technologies\ IT concepts. e.g. subnets, IP Ranges• Built training videos and documentation for internal and external resources. Built internal knowledge base of best practices for support.• Researched required information using available resources; logged in Jira, Salesforce and Zen Desk for development feedback loop.

Bellevue, Wa

•Work with IT Administrators to achieve a complete and accurate collection of data (remotely and onsite) directly from a client’s environments.•Use visual basic scripts and PowerShell commands to collect technical data from multiple data streams and multiple sources. •Covert data into information by manipulation in Microsoft Excel to accurately map deployed software in a client’s environment. •Analyze the data and licensing information to deliver a snapshot of the Microsoft deployments and entitlements.•Use licensing knowledge and entitlement data to assess compliance by comparing deployment data against licensing entitlements.•Respond to questions and educate the client regarding licensing rules, and produce detailed environment specific reports for presentation to the client.

Auburn, Wa

• Advised clients on optimizing their respective software licenses in their own environments thus creating a competitive advantage• Ran support and worked as an acting inside sales representative to our small and medium-sized business sales division• Utilized my expertise of Microsoft and other licensing programs to build quotes for Licensing Executives and Licensing Specialists• Collaborated with several international teams across the globe from Seattle, WA to New Delhi, India• Assisted with every aspect of multiple departments including software operations, sales and purchasing• Reviewed request for proposals and consulted on software asset management and licensing agreements• Manage and administrate two Microsoft Access databases used by multiple departments

Auburn, Wa

•Championed my knowledge of multiple licensing programs to insure partner compliance goals for customers•Worked with vendor representatives and purchasing departments to set standards for all software orders•Reviewed and approved / denied all software orders for IT resellers that sold over one billion dollars in sales YoY•Worked within a team that Microsoft recognizes as their Volume Licensing Partner of 2013 above every other LAR in the World •Transitioned a company-wide ERP system that implemented new processes which effectively insured information integrity

Auburn, Wa

•Worked as the liaison for 200 companies in my book of business•Collaborated with vendor resources to learn and implement IT solutions•Recognized trends and standards in IT and advised and consulted customers on plans to help reach goals and deadlines•Adjusted to multiple procurement processes within numerous departments to achieve a common goal