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Administered exceptional service desk coverage for the entire Kindergarten – 12th Grade online academy, providing customer support and technical assistance. Formally responded to inquiries and contacts from end users (administrators, teachers, parents/learning coaches, students) through various channels, including phone, e-mail, and ticketing system. Efficiently managed ticketing and phone indexing systems. Processed and tracked customer workbook orders, totaling in… Show more Administered exceptional service desk coverage for the entire Kindergarten – 12th Grade online academy, providing customer support and technical assistance. Formally responded to inquiries and contacts from end users (administrators, teachers, parents/learning coaches, students) through various channels, including phone, e-mail, and ticketing system. Efficiently managed ticketing and phone indexing systems. Processed and tracked customer workbook orders, totaling in excess of $7.5M. Provided valuable technical and subject matter expertise guidance to junior team members. Demonstrated strong analytical and problem-solving skills, with extensive familiarity in multiple operating systems and browsers. Maintained a comprehensive knowledge of the supported systems and products. Exhibited excellent verbal and written communication skills at a senior level, effectively communicating professionally and maintaining a positive, friendly demeanor under pressure. Assisted in maintaining process and procedure modifications and improvements overseen by the Support Manager. Maintained expert organizational skills. Expert with use of multiple computer systems and applications needed to perform daily tasks as a Service Desk Agent. Proven ability to quickly learn new software programs. Show less

Cedar Rapids, Iowa Area

Perform planning activities including analysis and interpretation of trends impacting product designs to develop a finished goods demand forecast for common products.• Report finished goods inventory information.• Analyze field marketing information and perform competitive product evaluation and benchmarking.• Assist Customer Account Administration in expediting manufacturing for customer delivery issues.

Cedar Rapids, Iowa Area

Administered customer support of the Flight Management Systems subscriptions. Maintained Master Customer Database that manage over 6,000 active subscriptions for the Flight Management Systems database production team.• Trained new Flight Management Systems team members, modified team members’ requirements, and reported progress to manager.• Engaged in the Value Stream mapping events for the Customer Support Administration team.• Worked collaboratively with Project Manager to design,… Show more Administered customer support of the Flight Management Systems subscriptions. Maintained Master Customer Database that manage over 6,000 active subscriptions for the Flight Management Systems database production team.• Trained new Flight Management Systems team members, modified team members’ requirements, and reported progress to manager.• Engaged in the Value Stream mapping events for the Customer Support Administration team.• Worked collaboratively with Project Manager to design, plan and execute consolidate customers emails in one central account where all team members view and respond to request for subscription service support.• Managed customer subscriptions with an average of $18M per year.• Performed backup and system debugs on the Master Customer Database. Show less