Samuel White Email & Phone Number

Denver, Co, Us

Completed Work //• Led a small team in the design and implementation of internal documentation for Salesforce utilizing Atlassian's Confluence.• Conducted both Train-the-Trainer sessions and full end-user training sessions for over 200+ employees across all regions and teams which went live.• Created self-paced training videos using Camtasia which cover the high-level introductory to Cengage Group's instance of Salesforce.Ongoing Work //• Assist in the leadership, steering, documentation, training, and continued improvement of the Salesforce CRM Service cloud which currently impacts five distinct Business Units around the world.• Facilitate multiple meetings acting as a liaison between Business and Engineering.• Act as lead SME for Salesforce Service needs, frequently provide technical insight to Business stakeholders while also providing business insight to the Engineering and Development teams.• Use Smartsheets and JIRA daily to both create and track development tickets in the form of user stories that can be easily understood and acted upon.• Work between Business Stakeholders and Engineering to prioritize tickets from the backlog.• Regularly provide Business Stakeholders with updates to current development sprints in order to manage expectations and timelines.• Make executive decisions regarding bug or enhancement solutions when called upon to do so or when additional leadership is unavailable.• Act as final QA/UAT sign-off for any bug or enhancement solutions provided by Engineering.• Work closely with Technical Product Managers and Business Analysts to balance overall active company licenses being used to between multiple instances of Salesforce ensure the number of active users does not exceed our limit.

Documentation //• Track updates of active internal Documentation & Training Team projects and relay information to respective stakeholders.• Create, organize, and maintain large collections of both internal and customer facing documentation for multiple teams both within and without the Support Organization.• Active participant in all aspects of the Support Organization’s new-hire process from interviewing and hiring to account creation, onboarding, and new-hire training of varying lengths based on employee role.• Spearheaded committee to review and overhaul hiring process for prospective candidates of Technical Support.Learning & Development //• Create videos and media content for company-wide events as well as educational overview content for multiple Product Test-a-Thons over the years.• Frequently plan, schedule, and lead training sessions for various teams and departments. Training sessions include such topics as soft skills, technical skills, platform support, product admin and tool usage.• Work closely with other departments and teams such as Operations, Quality Assurance, Human Resources, Development, System Analysts and members of Support Management to ensure that changes made to company products are captured in documentation and update any training materials accordingly.• Create and maintain eLearning courses in Workday and MyTrailhead for internal employees using a variety of tools such as Camtasia, Adobe Captivate, Audacity, and GIMP.• Organize and track available eLearning and training through Workday Learn, Udemy, Salesforce, Cognero, various Learning Management Systems, and Cengage products such as MindTap, CNOW, and WebAssign.Other //• Act as Stakeholder and User Acceptance Tester between Cengage Support Management and Salesforce Development teams to ensure upcoming changes are clear, beneficial, and bug-free.• Regularly attend meetings to discuss ongoing High Visibility issues that impact end-users.

Independence, Ky

Independence, Ky

Cincinnati, Oh

Shift Lead + Master of Maintenance //• Responsible for cash handling at beginning and end of shifts including accounting for all sales, nightly deposits, and tip outs to bartenders and support staff.• Coordinated staff on shift to provide the best possible bar experience for guests.• Trained new staff, provided guidance and mentorship for inexperienced bartenders, barbacks and door staff.• Worked with staff and management on all levels to identify and improve upon issues throughout the bar.• Responsible for maintenance of bar including in-house repairs of damaged items or spaces.• Coordinated with contractors to repair and maintain areas of bar which could not be maintained in-house to include plumbing, electric, etc.Bartender //• Flexible bartender able to handle many patrons at once. Regularly scheduled during high volume shifts such as Friday and Saturday nights. Worked effectively both alone and also with a team of bartenders.• Maintained knowledge of a large selection of cocktails of varied complexity including both house and classic cocktails.• Maintained knowledge of over 50 different regularly rotating beers both on tap and in cans.Door + Security //• Maintained security of bar patrons, staff, and property.• Checked patron ID’s at the door. Turned away patrons attempting to enter with fake or expired IDs.• Intervened in potentially aggressive situations, deescalated aggression towards bar-staff, servers, and other patrons and escorted individuals from the bar on a regular basis.• Confiscated outside drinks from the bar premises and ejected individuals not complying with bar policies.

Cincinnati, Ohio

Front of House Manager• Conducted employee application follow-ups including interviews, hiring, orientation and setting training schedules.• Created schedules for server, bartender, expo, busser and host positions.• Coordinated Front of House staff including servers, bussers and bartenders to create the best atmosphere and provide the best guest experience possible.• Provided support as necessary for all sections of the FoH.• Handled customer complaints and issues and attempted to provide best possible solution to satisfy our guests while also maintaining Bar Louie standards for business dealings and professionalism.• Performed safe audits and counted cash drawers at the beginning and end of each shift.• Entered data regarding shift events including employee evaluations, incident reports, sale reports, party reservations, and any other necessary information which must be communicated.• Worked closely with bartenders and other managers to organize bar, well and liquor set ups to expedite drink creation and improve guest experience.• Trained new bartenders to familiarize them with Bar Louie expectations, standards and regulations.Bartender• Bartended during high volume times such as Wednesday and Friday nights, regularly scheduled as late swing or closing bartender due to ability to react quickly and perform well under pressure and in high stress environments.• Provided drink recommendations on over 30 different tapped and bottled beers.• Maintained extensive knowledge of over 30 specialty cocktails, martinis, and mixed drinks.• Maintained extensive knowledge of full food menu including appetizers, entrées, salads, deserts, etc.• Utilized Aloha POS to enter food and beverage sales.• Certified to serve alcohol in the state of Ohio by the Professional Server Certification Corporation (PSCC)

Cincinnati, Oh

Student Affairs IT Support Specialist• Conducted virus removal, device optimization, and IT consultation services for UC staff and faculty; 88.5% increase in resolved tickets since initial employment.• Repaired and maintained over $100,000 worth of computer equipment resulting in a decrease in equipment turnover, thereby saving the University over $15,000 in new device purchases.• Established interdepartmental hardware exchange to more effectively support the Division without the need for each department to make technology-related Surplus runs.• Prepared new computers and laptops for users, ensuring all hardware and software is compliant with UC standards for information security.• Built an in-house server to unify services and resources for the Student Affairs IT Department, including: ticketing and inventory systems, remote support system, share drives, documentation, apps and tools.• Standardized documentation for common issues and daily procedures. Created departmental documents for inventory tracking, network tracking, and system training.• Refined inventory management and remote support systems throughout the Division of Student Affairs. • Spearheaded merging IT Support for the Career Development Center and Counseling and Psychological Services, effectively expanding our support network and responsibilities to include 40+ new end-users and 60+ new devices.• Primary proponent and author of IT Support contract with the new Division of Experience-Based Learning & Career Education, a contract which would expand SAIT’s responsibilities to include another 50+ end users and over 150+ devices.Council for the Advancement of Standards Review Committee• Represented Junior Enlisted veterans in an in-depth, internal review of the programs and services offered to student veterans; collaborated with heads of several different departments within the Student Affairs.

Hamilton, Ohio

• Removed viruses and provided hardware and software maintenance to company computers, laptops, smart phones and tablets.• Provided IT support both hands on and remotely. Trained end-users on errors and how to handle future issues, thereby empowering them to help themselves in the future.• Created an electronic filing system for IT request forms to provide easier sorting and searching of end-user requests. Scanned and sorted over 2,000 individual documents into roughly 1,000 different employee and end-user folders.• Prepared new and refurbished devices for deployment by scrubbing the hard drives and re-imaging fresh Operating Systems.• Setup user desks and work stations.• Assisted in Active Directory management, user permissions and user account creation / disabling.

Cincinnati, Oh

Student Affairs IT Support Specialist• Conducted virus removal, device optimization, and IT consultation services to UC faculty.• Repaired and maintained over $100,000 worth of computer equipment resulting in a decrease in equipment turnover, thereby saving the University over $15,000 in new device purchases.• Spearheaded server upgrades and data migration efforts for the Counseling and Psychological Services department.• Prepared new computers and laptops for users making sure all hardware and software was compliant with UC standards for information security.VPS Manager Search Committee (Nov 2014 - Jan 2015)• Represented Student Veterans in the search for and hiring of a new program manager for the University of Cincinnati's Veterans Programs and Services office.• Reviewed resumes of potential candidates and made recommendations to upper management.• Participated in interviewing process of over half a dozen applicants.• Collaborated with individuals from other departments throughout UC to find the best possible candidate for the job.

Helena, Mt

Field Technician• Installed, repaired and managed small home networks daily.• Assembled and programmed Canopy and Ubiquity 2.4 and 5.7 GHz wireless receivers.• Managed large customer files, also responsible for overseeing service maintenance and information accuracy for multiple accounts.Tech Support• Provided phone support for customer’s hardware, software and networks both home and commercial.• Preformed troubleshooting, analysis and resolution of computer and network problems.• Built customer’s computers from scratch, installed hardware, software and operating systems and connected peripheral devices.

Monterey, Ca

Supply and Logistics Clerk• Developed training curriculum and Standard Operating Procedures for daily operations.• Maintained and kept full accountability for over $500,000 worth of supplies.Russian Linguist• Certified Russian Linguist by the Defense Language Institute, Foreign Language Center.• Translated and interpreted text documents, conversation, and military intelligence as required.• Taught beginner Russian courses to new students of the Defense Language Institute.• Taught over 100 incoming students ranking from Privates to Captain's in the United States Marine Corps. • Designed individual study curriculum for new students and developed a more organized library of resources for students and translators.Security / Duty Officer• Organized and lead security patrols around areas of operation.• Responsible for the oversight, safety and wellbeing of service members on base.Emergency Response Unit• Participated in Emergency crisis drills including gas or biochemical attacks and spills, fire, earthquake, natural disaster, hostage and terrorist situations.• Received extensive training in administering Emergency First Aid and Casualty Evacuation.• Search and rescue, room clearing, wall breaching, and rappelling.U.S. Marine• Qualified Expert Marksman by USMC standards.• Certified Green Belt in Marine Corp Martial Arts Program (MCMAP) and Close Quarters Combat.

Helena, Mt