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•Spearheaded the replacement of an outdated PBX system with a modern, cloud-based solution, resulting in enhanced employee productivity, improved tool accessibility, and increased operational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 various software and system issues, driving improvements in customer satisfaction metrics (CSAT). • 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 methodologies

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 workflows.