Tashonique (Tay) Sealey Itil4 Email & Phone Number

- Validated customer entitlement, logged cases, connected them to the proper technical support resource and provided monitoring services throughout the case's lifecycle- Supplied monthly management and technical support to all contracts within the assigned region- Lead the design and maintenance of efficient customer portal support and feedback channels- Research and recommend innovative, and where possible, automated approaches for system administration tasks, including researching and recommending equipment and applications for deployment

Alpharetta, Georgia, United States

- Utilized a successful retention strategy and optimized customer experience by eliminating roadblocks and streamlining organizational processes- Responded to and acted on event monitoring triggers on critical incidents to ensure HPE maintained contractual commitments and service level agreements (SLA)- Analyzed and employed reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery- Minimized time to resolution on critical events by adhering to specified process requirements and measurement activities

Alpharetta, Georgia

- Spearheaded business and technological processes with a focus in ITIL methodology- Assisted in managing the Technical Support Team and assumed responsibility for supervising staff and providing direction and mentorship in tech support and service delivery- Researched and implemented best practices in help desk and IT support- Ensured policies and procedures were adhered to at all times, and that teams were improving performance, service, and product quality- Coordinated training to ascertain team members were familiar with IT service delivery processes

United States

- Configured basic software framework for each client using internal tools, software fluency, and basic programming knowledge- Gathered and analyzed client materials with high degree of autonomy in determining the best course of action for implementing configuration requests for a successful and smooth Go Live- Conducted weekly meetings with clients, project managers, software engineers, and product owners- Utilized several PM tools i.e. Basecamp, Jira, Rally, Wrike, etc. for proper project planning, task assignment, deadline setting, and time tracking- Collaborated cross functionally to drive strategy though development and implementation of clients' platform- Performed daily QA testing via UAT environments employing defined use cases in support of client's deployments

Atlanta

Master Of Business Administration - Mba, Information Technology

Bachelor'S Degree, Speech Communication