Brock Williams Email & Phone Number

Springfield, Mo

Springfield, Missouri, United States

• Implement automation through Power Automate flows to save my department the equivalent of 9 full-time employees this fiscal year• Write medium to complex Power Automate flows to support efficiency gains within our Project Management Office, as well as outside departments• Create and manage an internal work order request tracking system for over 50 Project Managers• Research and develop cost-savings alternatives to our companies proposed Enterprise-level software• Deliver Power Bi reporting to executive management on active project statistics, time and cost savings from automation, risks and issue monitoring, and overall resource project counts• Conduct internal survey tracking through automated process that my team developed• Train new intern on management and resolution of support cases, automation scripting, and SharePoint maintenance for over 100 sites

Springfield, Missouri, United States

• Managed the scope and scheduling of implementation projects with financial institutions, to include new customers, migrations, mergers, and legacy data conversions• Coordinated and monitored support projects from initiation through delivery and turnover• Served as the liaison between technical and non-technical personnel to ensure all targets and requirements were met• Supported financial institutions through project plan rollout, user acceptance testing, go-live activities, and stakeholder communications• Created, updated, and maintained all implementation calendars• Monitored and tracked escalated issues to resolution• Trained new employees on processes and tools for the Project Management team

Springfield, Missouri, United States

• Provided feedback to upper management regarding trends, issues, training needs, while facilitating majority of new technical support training and cross-training• Forecasted monthly finances for customer billing• Created internal documentation in the form of training materials, reference guides, tip sheets, etc.• Conducted weekly staff meetings and oversaw weekly staff agenda; approved all PTO requests and maintained team calendar• Assessed the customer’s product issue or needs and translated information to programmers and team leaders• Researched customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible• Wrote performance appraisals, mentored, and coached employees, and served as an escalation point for difficult issues, questions, etc.

Springfield, Missouri, United States

• Communicated with customers and determined issue severity to achieve resolution• Ensured high level of customer satisfaction, as documented by Support Surveys and Service Level Standard response times• Trained, mentored, and supervised employees new to the position and group• Coordinated with conversion team members for research and resolution of cases• Reviewed customer databases for data integrity• Researched customer legacy data for wide ranging issues• Converted legacy data to various formats to meet customer needs• Maintained working knowledge of other team responsibilities, assisting personnel gaps as needed

Springfield, Missouri, United States

• Complete assigned projects accurately within specified due dates• Maintain detailed weekly notes on current status of projects and cases• Collaborate with customers to map legacy data to new system to meet their individual needs• Load data in a remote environment before ingestion into customer’s Synergy system• Produce detailed audits of converted and loaded data• Identify the cause and location of customer issue and request the appropriate assistance • Report weekly updates on current status to project managers• Protect confidentiality and maintain data integrity

Installation and maintenance of 500+ workstationsWork with SQL queries for databasesSetup and management of active user emailsTechnical support for 500+ computer stationsInstallation of hardware and software as well as maintenance and troubleshootingManagement of customer databasesActive DirectoryCoordination with multiple parties on projectsExtensive work with Microsoft OfficeInstallation of operating systemsSetup and installation of security monitoring systemsUse of Remote Desktop throughout company infrastructure

Bachelor Of Science (Bs), Information Technology Service Management, 3.7 Gpa

A.A., General Education

Dean's List - 4 semesters