Successfully increased First Contact Resolution, resulting in a $33K USD per month savingsAssisted with identification and transition of Shift Left opportunities totaling more than $1.7mil USDImprovement of $300-400k/yr average savings on yearly P&LImproved overall Customer Satisfaction Rating from 92% to 96% of all customer responsesLead Daily Operations for 53 L1 and L2 resources in Cary NC Delivery Center as well as 130 resources in Noida India, 19 resources in Säo Leopoldo, and 3 resources in Shanghai China, for Email, Chat (Vayusphere), and Phone Support to Chevron customersDeveloped Business Continuity Planning to ensure support of 100,000 users globally, including hourly post-mortem reportingPerformed Delivery Center wide reorganization of duties to utilize analyst skills and experience more properly, implementing a scheduled approach towards availability, and re-designation of roles for L1, and Application Admin rolesImplemented a separated service desk to support 20000 users working on North American Upstream operations to ensure 0% abandoned contactsDelivered multiple multi-million dollar client acquisition presentations, highlighting areas of performance such as First contact resolution, Response metrics, Customer Satisfaction, as well as cost-reduction opportunities

Redeveloped internal and externally facing technical knowledge-bases allowing quick access to vital informationManaged team of 12 employees during development and implementation period of new, public facing technical knowledgebaseDefined organizational goals and procedural S.O.P. documentation to ensure workload was completed on time and accuratelyTechnical point of contact for multiple systemsCoached agents on customer service, documentation, and technical knowledge to ensure employee development continued throughout employmentCoached agents on personal time management, call times, ensuring speedy incident resolution, and continual improvement of troubleshooting skillsMaintained LDAP, Active Directory, Exchange 2010/2013, and Blackboard 9 systems in a Federated Environment

Technical trainer developing curriculum & on-boarding new hires, and ensuring existing agents are properly trained to meet current company standards and techniques.

Developed and implemented IT Services new hire training for call center technicians as well as a certification program for ensuring all full-time employees obtained their HDI Support Center Analyst and Desktop Support Technician certificates. Additionally, I managed global, emergency level technical issues on numerous multi-million dollar systems, working with the Scottsdale, Prague, and Cyberjaya offices.