Evan W. Email & Phone Number

Chapel Hill, NC, US

• Spearheaded the replacement of an outdated PBX system with a modern, cloud-based solution, resulting in enhanced employee productivity, improved tool accessibility, and increased operational flexibility.
• Led the design and implementation of a NOC Monitoring suite, empowering NOC engineers with real-time data and analytics for proactive issue resolution, leading to enhanced system reliability and performance.
• Developed and implemented streamlined onboarding and offboarding processes for employees, resulting in improved efficiency, consistency, and documentation integrity across the organization.
• Managed physical office infrastructure, including facilities related tasks, liaising with local and remote vendors, allowing for a cleaner, more productive office environment.
• Planned and executed an employee equipment overhaul, replacing older thin client devices with more flexible and capable devices, yielding less employee headache, improved productivity and streamlined service and support.

• Collaborated with a globally distributed support team in a SaaS environment to promptly assist Vimeo end-users, leveraging cross-functional partnerships with support and engineering teams to diagnose and resolve.
• Demonstrated proficiency by resolving an average of 50+ support tickets daily, leading to enhanced resolution rates and elevated customer satisfaction scores through adept problem-solving and troubleshooting.

Richmond, Virginia

• Delivered frontline hardware and software troubleshooting within a dynamic Help Desk environment, leveraging enterprise support expertise to enhance service quality and client satisfaction.
• Spearheaded ongoing upskilling initiatives for support team members, cultivating a more adaptable and nimble team dynamic to meet evolving IT challenges effectively.
• Managed IT infrastructure tasks, including network closet refits and equipment inventory management, leading to streamlined processes for network troubleshooting and asset management.

Kirkland, Washington, United States

• Provided comprehensive hardware and software troubleshooting in a demanding mixed OS enterprise environment, collaborating closely with developers and engineers to resolve complex issues efficiently.
• Contributed to the recruitment process by assisting in the screening and interviewing of new support team members nationwide, resulting in a more culturally aligned team with sustained technical proficiency.
• Led various department-wide initiatives, including new employee onboarding, on-site training, queue management, office buildouts; enhancing overall team performance, ticket resolution, and onboarding efficiency.

• Delivered expert technical support to Apple users, swiftly resolving software and hardware issues, leading to enhanced customer satisfaction and increased first contact resolution rates.
• Conducted timely physical repairs on desktop computers, laptops, and mobile devices, minimizing customer downtime and elevating overall customer satisfaction (NPS) scores.
• Facilitated new-hire training and provided ongoing training for existing employees, fostering a deeper understanding of organic troubleshooting methods and customer service best practices, resulting in more efficient.