Sylvia Fox Email and Phone Number

Responsible for planning and hosting Executive Customer Briefings and serving as the Account Teams main point of contact.Manage all logistics – Agenda planning, scheduling subject matter experts, coordinating catering, preparing rooms, providing A/V support and other logistics as needed.Support remote presentations (WebEx, Video conferencing, Telepresence)Work with subject matter experts to ensure all speakers understand the customer and account teams objectives.Assist with Hotel, Dining, Car and Entertainment reservations.Responsible for maintaining the condition of the center and working with outside vendors to coordinate any required repairs/upkeep.

Provide first level technical support for Accellion’s secure mobile file sharing solutions products.Log Feature request utilizing JIRA.Create training modules for Enterprise customers. Provide recommendations for internal and external knowledge base and FAQ’s.

First point of contact for all technical support issues.Responsible for licensing, RMA processing and SLA verification. Provide login credentials for access to support portal. Escalate calls to appropriate technical support team member. Contribute to support center FAQ’s and documentation.

Troubleshoot issues related to email spam attacks forSurfControl’s sever level e-mail filter products.Product installation, upgrades, and configuration.Documented issues and solutions in tracking database.

Provide Help Desk Support in-person, by phone and electronically to the University Community. Supported Door Access systems, Staff portal, various websites, Dining Access systems, Point of Sale Systems, Payroll Time and Attendance systems and various ticket request systems. Implemented the use of online support videos to assist users in resolving common technical support issues.Documented internal IT operating procedures, support standards and departmental recommendations for system configuration.Maintenance of department Website, FAQ’s, Knowledge-base and end user tutorials.Hire, train and supervise student support staff.Participate in campus outreach programs such as student/parent, new faculty and staff orientation.

Provide professional Administrative support to the CFO and the Associate Vice Chancellor’s assistant. Supported a multifaceted, busy office supporting a diverse population with competing priorities.Coordinate staff meetings; create presentations, book travel, provide training on newly implemented software applications. Served as the department Publications/Communications Coordinator which included outreach for newsletter submittal, creation of story lines, themes and ideas; writing and editing; interviews and reporting; design, photography and layout. Manage various email distribution list for the department, maintain department web site and provide basic computer hardware and software application support.

Supported over 80 high level executives from the areas of Technology,Communications, Financial Services, Government Health Services and Utilities Industries. Produce powerpoint presentations, comprehensive spreadsheets and correspondence. Coordinated special events, travel and meeting arrangements. Served as executive resource for firm knowledge, e.g. company policies and procedures.