Experience

Resolver, a Kroll Business

• Canada
• Software Development
• 200 - 300 Employee

• Customer Success Manager

  • Jun 2021 - Present

  Canada

• Team Lead, Application Support

  • Nov 2018 - Jun 2021

  Edmonton, Alberta Solve, Coach, and Innovate. That's how I spend my time! I spend a portion of my day focusing on the front-line support queue. Solving tickets, tracking SLAs, managing escalations, and prioritizing/managing a ticket backlog for multiple products across multiple channels with a global team. Another part of my time is dedicated to mentoring and upskilling a team of global support analysts. I'm a big believer in servant leadership so I'm constantly thinking about how I can enable my… Show more Solve, Coach, and Innovate. That's how I spend my time! I spend a portion of my day focusing on the front-line support queue. Solving tickets, tracking SLAs, managing escalations, and prioritizing/managing a ticket backlog for multiple products across multiple channels with a global team. Another part of my time is dedicated to mentoring and upskilling a team of global support analysts. I'm a big believer in servant leadership so I'm constantly thinking about how I can enable my team to be successful without my oversight in day-to-day operations. This means training, learning, and documenting processes as thoroughly as possible! Through targeted one-on-one discussions and learning opportunities, my team members are constantly growing into specialized and senior roles. The final area of my role is innovation; this is where the magic happens! I have the opportunity to operationalize our global team through process enhancements and the introduction of new tools/systems. These improvements have enabled our team to move faster and more effectively, which results in great customer experiences!



Keeran Networks

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Help Desk Analyst

  • Feb 2017 - Oct 2018

  Edmonton, Alberta



Exacta Aerospace, Inc.

• United States
• Airlines and Aviation
• 1 - 100 Employee

• IT Administrator

  • Apr 2015 - May 2016

  Wichita, KS



RBS IT Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Manager, Store Services Team

  • Sep 2013 - Mar 2015

  Wichita, Kansas