Roy Madison Email & Phone Number

505 10200 S #3935, South Jordan, Ut 84095

My role as a Quality Control Specialist at Ultradent Products Inc. is to ensure the highest standards of quality for our dental products. My responsibilities include thoroughly investigating and inspecting products to ensure conformance. I inspect production lines for proper conformance of our finished products. I also open investigate non-conformance reviews when there is a breach of protocol or a defect reported in a production line. I play a key role in improving product quality by collaborating with Quality Engineers and our Production Supervisors and Managers. I’m passionate about maintaining our product reliability and ensuring that Ultradent's products consistently meet the highest quality standards.

Salt Lake City, Utah, United States

I am the Coordinator (SIII) for the WGU Service Improvement team. I utilize Quality Assurance and Quality Control SOPs (and Best Practices) to review tech support calls. I provide feedback and consult with supervisors on technician performance. I also evaluate scorecards for WGU Service Desk Technicians and conduct coaching sessions to promote their development. Our Knowledge Base articles are a living document which I update with daily documentation (HTML & CSS environment). I write WGU training curriculum and teach in a classroom setting for WGU Service Desk new hires. Using Scrum, I meet with Stake Holders, research team projects, and lead the Service Improvement team.

4001 S 700 E #300

Using customer relations skills I leverage IT support, resolving end user issues for WGU staff and students. This position is not a Helpdesk role, but a Service Desk position under the ITIL framework. Using Service Now (our ticketing system) I continuously support our computer hardware and software environment including Windows operating systems, Desktop applications, workstation hardware and software, data-cabling, network troubleshooting, PC equipment failures, audio/visual anomalies. I process, provide, and manage telecom provisioning, password resets, troubleshoot home networks, VPN, MS Office Suite, and Genesys Cloud virtual phones. I’ve also made numerous contributions to the WGU Knowledge Base.In short, I analyze what’s broken, troubleshoot/diagnose the issue, coordinate with upper tiers of support (email, chat, and voice) to provide solutions (as needed), validate existing problem-solving, re-route or escalate tickets and fix all things I can at my level to reach a positive experience for the caller.