Trish Erickson Email and Phone Number

Implemented and led the Steering Committee to provide strategic direction and oversight for technology initiatives, fostering cross-functional collaboration and ensuring alignment with organizational goals.Established and managed an Azure DevOps Instance to enhance project management, version control, and collaboration among development teams, resulting in improved productivity and efficiency.Spearheaded the company's transition to AGILE and Sprint Development tracking, driving the adoption of Agile methodologies to streamline project execution, improve delivery timelines, and enhance flexibility in response to changing business needs.Acted as the Application Administrator responsible for the optimal performance, security, and integration of critical enterprise applications, including HubSpot, Dynamics365, Ramco ERP, and Power BI Dashboards.Played a pivotal role in Service Delivery, collaborating closely with cross-functional teams to ensure that technology solutions met the requirements of the business, improved service quality, and enhanced customer satisfaction.

● All HubSpot Project Requirements Gathering, Design Documentation, Implementation, and Administration. ● Migrated from Microsoft Dynanmics to Hubspot● Created Company Record Scorecards with automated calculation by utilizing Workflows, Custom Objects, Score and Calculated Properties, Active Lists, and API Integrations with our ERP and Online Training System. (Customer Scorecard/Vendor Scorecard)● Redesigned, created, and Implemented the HubSpot Service Hub Ticketing System. (Originally designed & implemented by a 3rd party). Structured Tickets by Type, creating required properties, automated workflow assignments, Reports, Dashboards, Views, Complex SLA Workflows, and Approval Workflows, Knowledge Base Articles, and Playbooks. ● HubSpot Reporting and Dashboard Administration – Gathered KPI and requirements by department and created all Dashboards and Reports in HubSpot. Including: Marketing Dashboards, Lead and Lifecycle Management, Sales Reporting, Analytics, & Goals, and Service Hub Dashboards for Inbox & SLA Ticket Management● HubSpot Data Management and Cleanup utilizing Import/Export association best Practices, Ops Hub Enterprise Tools including Scheduled Workflows and Data Quality Tools● Created New Hubspot Sales Deal Pipeline for our Performance Team. Worked with leadership to define requirements, and create the new Pipeline. Created the Record Layout by department, custom properties, playbooks, dashboards to support the process● Provided, Written Documentation, Teams & Loom Recordings, and Live Training Sessions for every major rollout, update and upon request by department● Domain Administrator for Windows Hybrid AD environment● System Administrator for, Windows Servers, Microsoft O365, Azure, Sharepoint, Power BI, Teams, Dynamics CRM, FreshService, HubSpot, Kixie, Knowbe4, ZiptoTax, RingCentral, PandaDoc, OfficeVibe, Schoox, iSolved, and Ramco (ERP)

● Daily management of a team of 10 spanning across multiple locations, servicing 40 office locations and field team members in North America● Responsible for Technology Support, Laptop Imaging, Patching and Asset Management● Responsible for all enterprise relationships with vendor contracts, renewals, software licensing (Freshworks, MS, Oracle, SHI, etc.), hardware support (Dell), including approving and coding all purchase orders and invoices● Responsible for Service Team Annual Budget, including forecasts and updates● Grew department 200% in 2 years, integrating and supporting additional acquisitions● Implemented tools for the Service Team including, Incident, Service Request and Change Management Policies and Procedures. Technical tools implemented include, FreshCaller, FreshService, Laplink, Manage Engine Desktop Central, and Teamso Resulted in improved Average Response time by 34%● Increased Knowledgebase by 2000% with specific Playbooks for each Business Unit and implemented annual documentation review● Leading Project Team collaborating across all business units and locations to streamline the New Hire Process from Application to 1 month after hire● Created all Service Team and Asset Management Reporting utilizing FreshService and Power BI. Team and Individual KPIs (Annual, Monthly, Weekly, Daily)● Created Automation for all Service Request Items, Active Directory and O365 requests, with built in approval workflows utilizing FreshService. o Resulted in $86,000 in annual savings● Working with all business units to seek out automation opportunities to increase efficiency and decrease manual effort and error● Transitioned Enterprise to remote work during Covid (March 2020), trained and mentored team remotelyo Resulting in less than 25% annual turnover, all due to internal promotion● FreshService Admin● Lead and completed software rollout projects including SAP S4 Hana, Windows 10, and Crowdstrike

● Daily management of a team of 30, servicing 40 law firm office locations worldwide, operating 24x7x365● Creation, and maintenance of all Service Desk reports including Executive Summaries, KPI reporting, and ad-hoc requests utilizing Ivanti Service Management● Creator and Service Owner of Problem Management and Major Problem Response Process, SOPs, training documents, and instructional videos. Founded the Problem Management Review Board comprised of 20 representatives from multiple business unitso This resulted in a 23% decrease in overall Problem Instances annually● Led project teams to completion of worldwide Windows10 migration, Knowledge Management 2.0, Incident automation projecto These projects resulted in increased first-call resolution by 10% monthly ● Ensured Service & Operational Level Agreements were consistently exceeded. ● Responsible for HDI Service Desk Audit Preparation and Execution.o Resulting in a successful Audit and accreditation by HDI.● Created and led a culture of collaboration across all Service Desk locations and other departments in multiple countrieso Resulting in less than 4% annual turnover, all due to internal promotion

· Builds relationships with multi-billion dollar corporations through the management of IT outsourcing services including contracts, pricing negotiations, compliance, staffing, remote services, and support· Oversees a team of twenty five (25) people consisting of Database Administrators, Back-Up Administrators, UNIX Administrators, Network Engineers, Network Administrators, and Windows Administrators to ensure all services are completed according to negotiated contracts and with the assurance the customer has a positive experience· Conducts in-depth consultations to understand clients’ immediate and incremental long term needs; liaises with internal staff to acquire appropriate quotes and execution processes· Resolves escalation calls related to IT issues with assigned clients; creates a mitigation plan for appropriate staff to quickly fix and resolve all system anomalies· Completes internal Quality of Service Reports summarizing monthly operational activities · Provide leadership to technical teams in a large-scale multi-system, multi-customer environment.· Provide strategic and tactical vision to senior management· Provide strategic and tactical direction to the technical staff· Assure timely and accurate delivery of routine system administration and management functions· Develop, maintain, and document operational policies and procedures· Supports the planning and tracking of multiple operational initiatives, resource planning and allocation, task delegation to accomplish operational goals and completion of all projects· Serving as a Subject Matter Expert responsible for defining scope, coordinating resources, documentation, training, and implementation for the new company wide service desk tool and customer service portal with monitoring integration

• Responsible for the team management of 32 employees, including technical issue escalation, customer service escalations, corrective action, and HR issues• Responsible for interviewing/hiring new employees for the support center (helpdesk)• Reporting/Metrics collection and analysis for level 1, level 2, and customer incident managers for the entire department.• Ongoing incident management, ensuring good account health, and identify trends in order to resolve problems as they arise• Facilitate weekly meetings to update, train staff ensuring they maintain knowledge of helpdesk changes and policies• Create and implement new policy and documentation to help streamline workflow for helpdesk agents• Maintain 24x7 availability by email and phone for the helpdesk to assist with questions regarding our clients’ support• During staff shortages and call outs, responsible for taking frontline calls and emails to ensure customer satisfaction• Attend project roll out meetings to coordinate information transfers to the helpdesk to be able to support the client’s day one• Responsible for integrating two separate helpdesks within OneNeck including front line and management training, policy changes and documentation, phone system integration, and ticket management integrationHelpdesk Lead - September 2013 - December 2013Customer Incident Manager - September 2010 - September 2013

· Directly responsible for 300 staff members, reporting to 4 Coordinators/Supervisors in my down-line, to ensure 2000 hours of program content is successful for the 4 day event· Responsible for contract negotiations with over 20 service vendors with varying terms to deliver content at the event· Responsible for creating and implementing the annual budget for my department· Responsible for negotiations between host hotel, convention center and Phoenix Comicon as pertains to the event space that I am directly responsible for· Create and maintain department documentation including policies, procedures, schedules, job descriptions, and contracts· Develop relationships with Game Industry Publishers, Designers, Media, Manufacturers, and other industry related professionals to broker new and expanding content. Including but not limited to: Video, Board, Card, and Role Playing Game sub-genres· Directly responsible for staffing decisions within my department, including hiring, discipline, reviews, compensation, and benefits· Travel to additional conventions to benchmark our policy and procedures to continue to be on the leading edge of offerings and attendee experience· Conduct weekly status meetings with my coordinators on progress in each area, conduct monthly department meetings with coordinators, staff and service providers.· Be available for ad-hoc meetings at service provider and staff request.· Responsible for training all new coordinators in my department.· Responsible for Gaming Staff training on any new policy or procedure.· Implemented Scanning system to more efficiently check in/out games from the game library which allowed us to reduce staff and cut costs.· Reduced staff of the convention and overall liability by 50% in 2016.· Increased content by 30% even with staff reduction in 2016.

• Supported Attorneys’ desktop and laptop machines in all offices, including international locations• Application support including ITSM, Microsoft XP and Office 2003/2007 Suite, West Law, Document management program: Filesite, and Kronos• Supported remote connectivity with Citrix and VPN Documented and requested access to Citrix Admin Console for helpdesk Was able to provide reasonable evidence to show why it was severely needed• In-depth Office 2003/2007 formatting and support issues• Subject matter expert on Citrix XenServer and connectivity issues within the platform for all versions of Windows and Macintosh• SharePoint Knowledge Base Administrator Restructured the knowledgebase to add keywords making it functional to search Standardized the format for KB entry to assist with the aforementioned searching• Worked on major data migration projects for VIP clients, such as the CIO, also assisted with creating and organizing docket and client files in Outlook and Filesite for our VIP Clients on an as-needed basis• Responsible for training of new employees and, in the process, completely restructured the training curriculum to half computer-based training and half interactive Created a new employee manual as well as a manual for the trainer to take over new hire training when I left• Was requested to sit in on multiple technology panels to support new software and hardware initiatives being released company wide, such as E-Vault Email Archiving System