Experience

• 

  Stability Networks

  • Project Manager

    • Oct 2022 - Present

• 

  Wells Fargo

  • Boise, Idaho, United States

  • Sales Associate

    • Oct 2018 - Oct 2022
    • Boise, Idaho, United States

    • 6+ months of cash handling experience• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere• Ability to navigate multiple computer systems, applications, and utilize search tools to find information• Advanced Microsoft Office skills• Experience in retail or the financial services industry• Experience interacting positively with unsatisfied customers

• 

  Citi

  • Boise, Idaho, United States

  • Collections Specialist

    • May 2017 - Oct 2018
    • Boise, Idaho, United States

    • Served as the human voice and personality behind the Citi brand providing quality customer service with each client interaction• Effectively broke down information and identified opportunities to gain client agreement and trust• Took ownership of every client experience• Utilized good judgment and understanding of company policy to effectively made decisions to resolve client issues• Achieved monthly individual and team based targeted performance goals• Challenge myself and raised the bar for excellence in customer service• Lead the team in lowering Quality Assurance and was able to improve QA overall by 16%• Was in the top two for saving accounts and keeping clients

• 

  HemmersBach

  • Client Services Technician II

    • Oct 2016 - May 2017

    • Provided advanced technical support to corporate customers and end users for complex products including highly escalated issues• Researched technical documents and feature lists for upcoming builds and releases.• Created and maintained build procedures and QC (Quality Control) documentation that streamlined build processes to better meet SLA (Service Level Agreement).• Worked with Service Now ticketing system and managed all service requests for WA. State.• Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.• Performs Level 1 and 2 issue assessment and resolution of problems.• Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems.

• 

  HCL Technologies

  • Redmond Washington

  • Senior Project Manager

    • Aug 2009 - Nov 2015
    • Redmond Washington

    Managed cross team collaboration for MSCOM, and over 60 Products, implemented improved processes, provided quality of service reports, and implementation new processes and guidelines. Implemented new processes to save MSCOM multiple thousands of dollars on billing each month.• Managed Tier all of the 2 Support for MSCOM, onsite staff and offsite staff• Facilitated communication and incident resolution to management team• Implemented a structure for accountability for all open issues• Built documentation library for processes and Technical service guides • Worked with third party support teams to collaborate and implement fixes• Worked with end users directly to help solve their problems in a timely matter• Tracked and maintained all issues till a resolution• Took the SLA (service level agreement) from the 30 percentile to over 90 percentile• Held weekly triage sessions to reduce the aged tickets down to zero

• 

  VMC

  • United States
  • Information Technology & Services
  • 700 & Above Employee

  • Project Manager

    • Aug 2007 - Jun 2010

    Managed cross team collaboration for Volume Site Licensing site, and Microsoft Partner Portal site, implemented processes, provided quality of service reports, and implementation new processes and guidelines.• Managed Tier 2/3 Support for VLSC (Volume Site Licensing, Microsoft Partner Portal)• Facilitated communication and incident resolution to management team• Implemented a structure for accountability for all open issues• Built documentation library for processes and Technical service guides • Worked with third party support teams to collaborate and implement fixes• Worked with end users directly to help solve their problems in a timely matter• Tracked and maintained all issues till a resolution

  • Project Manager

    • Oct 2008 - Feb 2009

    • Led cross team and international collaboration in a matrix organization for two major ecommerce sites.• Designed and Implemented processes, analyzed and reported trends for user volume, provided quality of service reports, and lead end of life effort.• Managed two ecommerce portals end to end.• Managed the monitoring, tracked and managed project tasks, timelines, attainment of milestones and overall quality of project activities and deliverables.• Led communication and incident resolution to management team.• Managed feature releases and QFEs (Quick Fix Engineering) for distribution to the data center• Built documentation library for processes and Technical service guides (TSG).• Planned for and executed end of life scenario for windowsmarketplace.com• Planned implementation for migration of legacy systems for ecommerce site to new data center• Led Incident and problem management team.• Led and facilitated change management within assigned projects.• Managed and escalated the risk and assessment issues.