Dean Greathouse
System Manager at Epiphany- Claim this Profile
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Bio
Credentials
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TestOut Security Pro
TestOut CorporationMay, 2019- Nov, 2024
Experience
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Epiphany
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Telephone Call Centers
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1 - 100 Employee
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System Manager
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Jul 2021 - Present
With my previous track record at Epiphany and recent bachelor degree, I was promoted into this role to assist Epiphany in their continued growth and success from an Information Technology scope. In this role, I am responsible for actively maintaining our Information Technology policies and procedures. This includes image, deployment, recovery and end of life support for all company hardware. Maintaining identity and access management for all company employees, clients, and vendors. Reviewing, monitoring, and implementing best security practices for company hardware and users. Also assisting with direct support to technology vendors to ensure smooth delivery of service, and push to maintain a high percentage of availability for all of Epiphany’s technical offerings.
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Escalation Supervisor
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Jan 2020 - Jul 2021
I grew into this position as I continued to push customer satisfaction and worked to equip our representatives with the proper tools for success. In this position I assisted in managing, coaching, supporting, and providing growth opportunities to 60+ concurrent call center representatives. I was also responsible for managing and facilitating the usage of data dashboards on call center KPI’s, trends, and agent behavior. Additionally, I managed and oversaw all processes behind escalated tickets within our system.
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Escalation Coordinator
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Nov 2018 - Jan 2020
In this role I was responsible for managing escalated tickets from Tier 1 representatives to Tier 2 representatives. I completed all tickets in our manageable SLA circumstances and helped create a process for future escalation coordinators to utilize. I also was responsible for creating and maintaining trends and reporting based off of escalated tickets.
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Training Coordinator
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Dec 2017 - Nov 2018
In this position I was tasked with creating and presenting training materials to new call center representatives. I quickly molded into this role to create a training plan that was easily understandable for new agents as they began to use our systems and support our customers.
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Fastenal
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United States
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Wholesale
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700 & Above Employee
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Sortation Associate
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May 2017 - Jan 2018
In this position I was tasked with opening up the Sortation department each morning. This included setting up all pallets and totes to be accessed quickly by other sortation employees through the day. In this position I was tasked with opening up the Sortation department each morning. This included setting up all pallets and totes to be accessed quickly by other sortation employees through the day.
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Lowe's Companies, Inc.
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United States
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Retail
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700 & Above Employee
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Unloader
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Apr 2016 - May 2017
In this position I learned how to accurately and swiftly unload all trucks that arrived within our store. I learned to use a sit down fork lift as well as a narrow-aisle reach truck. Our team was also tasked with distributing products to shelves in an accurate manner. In this position I learned how to accurately and swiftly unload all trucks that arrived within our store. I learned to use a sit down fork lift as well as a narrow-aisle reach truck. Our team was also tasked with distributing products to shelves in an accurate manner.
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Acme Fresh Market
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Retail Groceries
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200 - 300 Employee
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Packer / Cashier
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Oct 2014 - Apr 2016
In this position I learned customer service skills, keeping customers satisfied and learned how to comply with customer complaints. In this position I learned customer service skills, keeping customers satisfied and learned how to comply with customer complaints.
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Education
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2016 - 2021
Kent State University
Bachelor of Science in Information Technology, Applied Computer Security and Forensics
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