SUMMARY:

• Experienced project manager with a background in support operations and innovation.
• Managed short - term infrastructure projects to initiate new instances of payment processing software and to install new Voice-over-IP (VoIP) systems, bringing them all in on schedule
• Coordinated companywide fundamental security group configuration changes for all Linux servers
• Managed the documentation effort and initiated support capabilities for prescription drug monitoring program (PDMP) software-as-a-service (SaaS) / platform-as-a-service (PaaS), correctly identifying risk and preparing tier 2 support for short-term increased call volume after launch
• Trained and led project team of tech writers for documentation of web-based license registration SaaS
• Oversaw first-time integrations with support vendors for hardware support, printing services, and call center services

PROFESSIONAL EXPERIENCE:

Confidential, Olathe, KS

Project Manager

Responsibilities:

• Initialized project team of tech writers and editors creating new product documentation in scrum / agile framework
• Developed new business processes for multi-tier support integrations, customer call center, and hardware and consumables logistics and fulfilment as part of a multi-million-dollar SaaS development program
• Performed vendor management and asset management for hardware peripherals
• Gathered requirements and coordinated schedules and priorities with a variety of internal and external stakeholders
• Coordinated the full ITIL lifecycle of incidents and requests while ensuring service quality and availability
• Updated, categorized, prioritized, and resolved Incident and Service Request tickets while keeping users informed of progress throughout the life cycle of the ticket
• Administered user accounts in Microsoft Active Directory and Microsoft Exchange
• Assigned and revoked security access to VPN and remote server users
• Managed infrastructure projects for new payment processing system implementations and VoIP telecom installation, coordinating stakeholders across multiple states

Confidential, Mission, KS

Senior Desk Technician

Responsibilities:

• Worked primarily with internal customers to handle intensive, high-profile, or escalated cases for at-risk client accounts
• Coordinated between engineers, lead support technicians, and leadership to prioritize tasks
• Coached front-line techs on improved call management skills and technical support solutions
• Engaged with heated clients directly via phone and email to turn negative experience into positive
• Resolved major issues with leadership and senior techs

• Generated and edited dataflow mapping using Astera Centerprise and proprietary applications
• Managed data imports and exports proactively to ensure maximum uptime
• Trained and assisted peers on the Integration Support team

• Provided technical support to automotive business customers for customer resource management (CRM) software product
• Conducted effective troubleshooting and routing of support tickets.

Confidential, New Century, KS

Technical Support Technician

Responsibilities:

• Represented support department on the employee-management committee
• Provided call center-based technical support to business customers for self-installation, speed issues, connectivity problems, setting up customer wireless networks
• Conducted effective troubleshooting and routing of repair tickets with multiple 100% tamer scores

Confidential, Olathe, KS

Office Claims Representative

Responsibilities:

• Investigated auto and property claims for coverage and liability using ticketing system for tracking
• Took recorded statements from all parties involved, using active listening and probing questions
• Developed detailed understanding of policy language to interpret and apply to claims
• Determined indemnity qualification and issued payment to claimants
• Adhered to state regulations regarding fair claims handling and fraud investigation
• Generated reports via Excel and Access for communication to management
• Honored with two departmental awards for innovation, leadership, and development
• Founded and coordinated employee movie club

Workforce Management Specialist

Confidential

Responsibilities:

• Monitored call center performance and controlled labor to inbound calls to maintain SLAs
• Project manager for new automated attendance system
• Processed employee attendance and reported to management
• Reviewed and approved employee timecards and time off requests
• First-line technical support for customer service reps to minimize calls to IT helpdesk

Customer Service Associate

Confidential

Responsibilities:

• Handled in-bound and out-bound customer service calls for automotive and homeowner insurance claims
• Gathered information from customers and agents to file first notice of loss
• Used electronic tools to offer vendor services and scheduling to customers
• Regularly assisted customers in crisis; helped them understand the claims process
• Communicated with vendors and business customers to determine product specifications
• Created graphics mock-ups and schematics using Adobe and AutoCAD products
• Created and processed production graphics for branded store fixtures and point-of-purchase displays
• Provided technical desktop and server support to management
• Maintained company blog and updated website templates
• Assisted company president with communications and project management