Sandra Bigham Email & Phone Number

Seattle, Wa, Us

Acted as a trusted member of Amazon's Time & Pay Innovation team to provide support for the evolving HR tools and systems utilized by other Amazon employees and partnering teams. Support was provided via a high-volume customer engagement (ticketing) support queue that consisted of a global customer base spanning across 21 countries.

Responsible for leading activities associated with major organizational process, technology or business changes. Leads change management initiatives for individuals, teams, and organizations from current state to future state. Work with business planning and process teams to identify timelines, project plans and potential risk. Work with key stakeholders throughout process to ensure thorough communication as well as after implementation to identify need for improvements.

Weston, Fl, Us

Oversaw execution of day-to-day operational activities which included mentoring of team members, monitoring efficacy of business processes, delegating task assignments, and conducting quality audits. Assisted management team with calculating forecast for resource capacity and monitored team performance through careful analysis of KPIs. Led weekly team meeting and daily stand-ups to support timely execution of daily tasks and activities. Proactively sought opportunities to reduce costs and improve operations

Weston, Fl, Us

Performed a variety of RMA related tasks and advised case management technicians in resolution of complex clock issues. Diagnosed hardware and software issues and devised repair schedule in accordance with service level agreements. Coordinated shipping and receiving schedules.

Weston, Fl, Us

Weston, Fl, Us

Support Atlanta office and remote locations with technical support of laptop & desktop computers, applications and related technology. Support includes installation and testing of computer systems and peripherals within established guidelines. Also assist in the maintenance and installation of office telephones, and associated equipment.• Support local and remote associates with the installation, configuration and ongoing usability of computers, peripheral equipment and software.• Ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems.• Deploy hardware using application and operating system images.• Account administration for various corporate systems including Exchange and Lotus Notes.• Atlanta inventory/stock room coordination• Avaya phone creation and support

Evaluate PC-related requests and determined appropriate hardware/software. Diagnose complex computer hardware problems utilizing advanced tools and manufacturer resources. Prioritize and complete software and hardware requests. Train and supervise contractor staff during various IT projects. Perform asset management duties for Atlanta location. Receive new equipment and maintain inventory data for all computer equipment, valued at $849,000+/year.Completed 640 of the 3400 tickets received by the Atlanta Field Support team (6 team members) in 2008.Eliminated lost equipment and reduced down time for staff to track down lost equipment by creating spreadsheet to track equipment by serial number.Prevented major damage to IT equipment by coordinating removal of equipment following flood in absence of manager.Managed technology refresh project that involved replacing 800 units of PC equipment in 2008 and spanned Atlanta office plus 4 satellite offices.Excelled by achieving customer service level agreements score of 94.93% in 2007 and 99% in 2008, when corporate standard was 93%.Consistently surpassed customer satisfaction goal, documented by survey score of 4.47 in 2007 and 4.64 in 2008 on 5.0 scale.

Assessed associate needs and fulfilled PC software and hardware requests, which involved interacting with associates at all levels and required travel to remote sites. Configured new PCs and installed software and hardware. Troubleshot software and hardware issues.Led Atlanta office inventory project and based on success was selected to act as Atlanta Stock Room Coordinator, managing PC-related assets.Managed several IT-related projects.

Assessed PC-related requests and recommended hardware/software solutions consistent with corporate PC standards. Configured new PCs and installed software/hardware. Handled escalated helpdesk calls. Diagnosed all PC-related issues for Finance, Payroll, Executives, and Human Resources Departments.(Continued)Sandra Bigham

Houston, Texas, Us

Aided customers with complex computer-related hardware problems in telephone support setting. Diagnosed and resolved computer hardware and operating systems issues. Managed large caseload effectively by performing regular follow-up and maintenance to ensure customer satisfaction.

Analyzed PC-related requests and made recommendations based on established corporate PC standardsConfigured new PCs and installed software and hardware. Diagnosed second level helpdesk calls.

Coordinated help desk operations for corporate headquarters location. Planned and oversaw group and individual training for Atlanta location. Performed administrative functions for Customer Support Dept.