Sam Holliday Email & Phone Number

Oklahoma City, OK, US

Oklahoma City, Oklahoma, United States

Oklahoma City, Oklahoma, United States

• Managed a portfolio of clients, providing proactive and strategic technical guidance and consultation that improved efficiency, performance and profitability on the BigCommerce platform.
• Conducted thorough evaluations of a client’s technology stack and recommended relevant apps, integrations and features that aligned with their business objectives.
• Supported clients with platform configuration, conducted regular service reviews and prioritized cases, resulting in timely issue resolution and improved overall performance of the client’s storefront.
• Collaborated with Product and Engineering teams to understand and prioritize new features and roadmap items to ensure successful adoption by clients, resulting in higher platform satisfaction.

Oklahoma City, Oklahoma Area

• Managed IT Operations Center, IT Change Management, Problem Management and IT Communications teams.
• Continually invested in the professional development of direct reports, which lead to numerous employees being promoted to new positions within the organization.
• Selected to participate in corporate mentorship program for new employees and interns.
• Provided leadership and training for the IT Change Management process during a period of 118% growth in customer engagement.
• Audited IT communications for accuracy and trained employees on processes that sent an average of over 500 communications annually.
• Incorporated customer feedback and market trends to ensure the strategic direction of the Change Management process remained aligned with department and company goals.

Oklahoma City, Oklahoma Area

• Acted as problem manager for all high impact outages.
• Defined and drove the creation of new features for the change request site to ensure a streamlined, end-to-end customer experience.
• Led weekly Change Advisory Board meetings.
• Assisted in development of IT Communications, IT Change Management and Problem Management policies.
• Merged two singular Change Management processes to create a holistic IT Change Management program.
• Developed and implemented a Release Management program for all SAP transports.

Oklahoma City, Oklahoma Area

• Excelled on a team that provided 24x7x365 monitoring of various systems spanning the IT environment.
• Acted as backup to the IT Change Manager in organizing and leading weekly Change Advisory Board meetings.
• Assisted IT Change Management team in auditing change requests to guarantee timely processing.
• Assisted with drafting and sending company-wide IT Department communications.

Oklahoma City, Oklahoma Area

• Mentored System Specialist I team members and contract employees.
• Ensured that employees received a great customer experience while working to resolve problems with hardware, software, networking and other computer-related technologies.
• Created and maintained problem resolution documentation.

Bethany, OK

• Mentored and trained student workers in efficient and effective troubleshooting.
• Supervised help desk ticket intake to ensure quick response times with appropriate solutions.

Norman, OK

Master Of Business Administration (M.B.A.), Business Administration And Management, General, 4.0

Activities and Societies: Graduated with honors as a member of Delta Mu Delta.

Bachelor'S Degree, Network Engineering

Extensive training in administering Cisco based local area and wide area networks, as well as an emphasis in network security and.