William Knox Email & Phone Number

1615 L Street Nw, Ste 600, Washington, Dc 20036

Washington

Washington D.C. Metro Area

- Further develops keen eye for interplay between driver referral incentives and expansion- Increases appreciation for rideshare industry app conventions and effects of deviation- Utilizes proprietary VIA in-app navigation and collects routing data for constructive feedback

Washington D.C. Metro Area

- Completed over 2,000 Lifetime Rides while maintaining an outstanding rating- Provided meaningful feedback during round table discussions on 4-28-17 and 5-16-17 regarding promos and driver app functionality. Logan Green (CEO) and more than 15 software engineers were present- Attended Lyft community events and meetups; shared experiences with other drivers

Alexandria, Virginia, United States

Responsible for deskside support in an environment composed of 90% MS Windows and 10% Mac OSworkstations and custom business apps. Assisted call and walk-in customers remotely or at customer’slocation. Resolved workstation issues via diagnosis & remediation, app installation, configuration &removal, and performance analysis & tuning.* Provides excellent computer hardware and app support to onsite and remote customers* Re-images, configures, and deploys computers onsite and remotely (via Microsoft Azure)* Effectively analyses root causes to mitigate scope and severity of work stoppages* Documents all customer interactions as incident or request tickets in ServiceNow* Maintains personal team knowledge base and monitored team chat for Q&A support opportunities* Provides iOS mobile device support - provisioning, resetting, and remote wiping* Printer support: setup, parts replacement, network config., remote setup, troubleshooting & repair* Performs administrative user and computer management via Active Directory* Misc. support (email, meeting room and videoconferencing config., large data moves, et. al)

Washington, District Of Columbia, United States

The FEMA “Internet Helpdesk” (IHD) primarily supports members of the American public who have experienced a disaster and are attempting to create or check online applications for assistance. Cleared by Public Trust and 100% remote.* Responded to > 5,000 help desk calls from disaster survivors & grant recipients* Mastered essential skills within 2-3 weeks on duty, such as the creation of Remedy tickets,provisioning of a government workstation, and the proper installation, configuration, and utilizationof new software* Assessed the needs of despairing users while interacting with them in a sensitive manner; effectivelyexpressed technical information through words, phrases, and nuances as appropriate for the user

Washington D.C. Metro Area

- Maintained stellar rating and customer service standards- Completed driver referrals and supplied tips for continued success as needed- Continued to glean critical passenger insight about ridesharing preferences, influences, likes, and dislikes

Washington D.C. Metro Area

- Completed over 1,000 Lifetime Rides while maintaining an outstanding rating- Provided important data to engineers regarding reliability and safety of static pickup/dropoff points- Invited to participate in outreach/acquisition events and to be featured in promotional media

Washington D.C. Metro Area

Washington D.C. Metro Area

"Sidecar was the pioneer and inventor of ridesharing as well as many other innovation in the category. It grew to ten cities, gave millions of rides, and sold assets to General Motors in January of 2016." -- Sunil Paul, Co-Founder & CEO- Developed keen eye for interplay between cost and benefit of promotions for riders and passengers- Picked up passengers with revolutionary shared ride service; discovered motivations for shared riders- Performed revolutionary app-based deliveries for local businesses and services

Washington D.C. Metro Area

Delivered exceptional retail prescription service in a fast-paced environment through effective utilization of skills in customer service, pharmacy operations, and inventory management. Promoted to Inventory Specialist to manage the purchase, budget, and quantity of pharmaceuticals to meet quotas and deadlines.- Exceeded targets by improving inventory requisition and audit process and leading change by example- Recognized for customer service skills and efficiency in multitasking/prioritizing- Exceled in special projects; designed Rx records room layout and led team in assembly and Rx migration

1200 Pennsylvania Ave Nw, Washington Dc

Maintained an electronic correspondence/routing/tracking system which monitored workflow, personnel actions in progress, and completion deadlines (CASPAR Tracking System)- Fully documented large volumes of personnel actions (i.e. EOD, life insurance, promotions, etc.) per day- Tracked personnel records between HR Specialists to ensure timely workflow- Utilized tracking database to design and produce daily stat reports that reflected team workload progress

1200 Pennsylvania Ave Nw, Washington Dc

Promoted to Project Officer by Lead HR Specialist during a temporary U.S. Presidential initiative whereby all official personnel documents at EPA headquarters would be converted into electronic files (eOPFs)- Possessed and utilized admin rights to access, sort, and purge hundreds of employee records as needed- Trained personnel on enterprise systems and provided direction, guidance, and instruction to co-workers - Defined project objectives, developed routine plans, and appropriately delegated tasks to team members