Results oriented leader with proven background providing effective supervisory, technical, training and development, and client support. Active listening, negotiation, accountability, analytical, risk management, critical thinking, and decision-making skills. Involved in hiring process, preparing counselee reviews, coaching, and mentoring. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as an operational leader, articulate communicator and practiced influencer able to collaborate across functions to outline and achieve project targets. Complex problem-solver skilled in integrating technologies and managing projects.
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- Responsible for supervising 11 support personnel for eight corporate offices (Minneapolis, Des Moines, Indianapolis, Kansas City, St. Louis, Detroit, Grand Rapids, and Toledo) and over 3000 customers.
- Initiated process improvements to reduce cost of services.
- Evaluated program performance against expectations.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Onboarded team and staff members, delivering consistent coaching in job tasks.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client/leadership appointments.
- Oversaw customer service and satisfaction initiatives, reporting to management on successful strategies.
- Analyzed and identified improvements to implement in department systems and controls.
- Recruited, trained and developed dynamic team, supporting all corporate growth and productivity objectives.
- Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
- Supported hardware and software deployment initiatives.
- Provide team oversight to ensure support metrics and key performance indicators are achieved.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Completed inventory audits to identify losses and project demand.
- Assisted in evaluating employee performance and cultivating improvement initiatives.
- Trained teams and customers to deliver outstanding customer service, boosting customer satisfaction ratings 98%.
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees.
- Local lead for large scale office moves, renovations, and network maintenance/upgrades.
- Support Service Now service desk incident and problem management ITIL processes.
- Anticipate technology support issues, prioritize tasks, interpret information, and apply technical knowledge to facilitate the development and implementation of technical and business solutions to complex end user technology needs and issue.
- Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure end user satisfaction.
- Maintain an understanding of the organization and strategy to resolve and anticipate end user technology issues that affect productivity of personnel.
- Multiple Ernst & Young Bravo Award recipient for extraordinary commitment to People, Quality, and Growth.
- Assisted with testing, troubleshooting, and writing of procedures for Global Windows 10 deployment project.
- Partnered with global peers to determine best practices and knowledge sharing.
- EY Cares community volunteer. EMentors - served as professional mentor to high school students.
- Peer leader for training, member development, mentoring, assessment of team needs..
- Created highly effective build procedures that significantly impacted efficiency and improved operations.
- EY Cybersecurity Bronze
- Certified Learning Leader
- CompTIA A+
- CompTIA Network+
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Resume Overview
School Attended
- Metropolitan State University
Job Titles Held:
- Service Delivery Lead
- Supervising Associate/Assistant Lead
- Systems Support Specialist III
Degrees
- Bachelor of Arts
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