Experience

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  Zero Latency VR

  • Omaha, Nebraska, United States

  • Team Lead for North America and Europe (Client Services Specialist)

    • Jan 2023 - Mar 2024
    • Omaha, Nebraska, United States

    - Primary support for Zero Latency VR venues: worldwide- Team Lead for Client Services (Tier 1) in Europe and North America, including mentoring, coaching, and oversight of daily operations- Responsible for interview/hiring process for Client Services Agents in North America- Primarily responsible for the training of new Client Services employees- Drove clear documentation of solutions to issues within shared Knowledgebase- Responsible for ‘Approval to Publish’ for coworkers’ Knowledgebase articles- Responsible for coordination of equipment staging and deployment for incoming and outgoing employees in North America- Drove team building between Client Services in Europe, North America, and Australia- Drove constructive communications within a globally- and culturally diverse team- Reduced breached and aging tickets- Drove business process improvement and standardization of support practices for Client Services worldwide- Drove data-driven, proactive support processes within Client Services: to rapidly spot spikes in issues- Responsible for coordination of warranty support for venues’ virtual reality, networking, and computer equipment- Drove deployment and opening of New Venues by coordinating with internal and external stakeholders

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  Securities America Inc.

  • La Vista, Nebraska

  • IT Support Specialist

    • Nov 2017 - Oct 2022
    • La Vista, Nebraska

    - Primary support of employees working remote, hybrid, and in-office: nationwide- Reduced breached and aging tickets- Drove clear documentation of solutions to issues within shared Knowledgebase- Responsible for ‘Approval to Publish’ for coworkers’ Knowledgebase articles- Drove standardization of simplified Onboarding/Offboarding process for employees, ensuring consistently accurate systems access and rapid turnaround: including rapid spinup/spindown of assigned equipment- Responsible for coordination of equipment staging and deployment for incoming and outgoing employees- Primarily responsible for the training of new Help Desk employees- Primarily responsible for statistical analyses and reporting on ticket activity/KPI’s to management- Responsible for repair of employees’ computers and equipment and, where necessary, coordination with vendors’ warranty support - Drove improvements to internal processes for inventory tracking of equipment and software licenses- Responsible for coordination of cross-training between Advisor Group Service Desk and SAI Help Desk during merger: including sync of our respective support processes

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  Intermec by Honeywell

  • Cedar Rapids, Iowa Area

  • Product Support Engineer

    • Oct 2012 - Nov 2017
    • Cedar Rapids, Iowa Area

    - Primary Product Support for Industrial Printers & Computers: worldwide- Reduced breached and aging tickets- Primarily responsible for training of Product Support in both the US and Europe- Drove clear documentation of solutions to issues within shared Knowledgebase- Responsible for ‘Approval to Publish’ for coworkers’ Knowledgebase articles- Site Lead for ISO Audit (ISO 2009)

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  Shueyville United Methodist Church

  • Swisher, IA

  • IT Support

    • Jul 2012 - Oct 2012
    • Swisher, IA

    - Responsible for desk-side technical support for church staff- Responsible for website updates and maintenance- Responsible for repair of computers and equipment of church staff including, where necessary, coordination with vendors’ warranty support

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  Aegon

  • Cedar Rapids, IA

  • Overnight/European Help Desk

    • Jul 2011 - Jul 2012
    • Cedar Rapids, IA

    - Primary technical support for OS and applications for Windows, UNIX, and Linux: for Aegon/TransAmerica employees- Reduced breached and aging tickets- Drove clear documentation of solutions to issues within shared Knowledgebase

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  MP&W Internet and Cable

  • Muscatine, Iowa, United States

  • HelpDesk Night Lead

    • Mar 2005 - Jan 2011
    • Muscatine, Iowa, United States

    - Primary technical support for customers’ cable, network, and internet issues- Primarily responsible for management of HelpDesk night crew's activities- Primarily responsible for training of new Help Desk employees- Reduced breached and aging tickets- Drastically reduced repeat calls using statistical analysis of incoming issue tickets and their causes- Drove creation of shared Knowledgebase: which reduced incoming calls and time required to handle each- Drove standardization on simplified process flows which included consistent use of shared Knowledgebase: this enforced best practices and reduced costs across all HelpDesk shifts

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  Sears Accounting Services Center

  • Dallas, Texas, United States

  • Senior Systems Specialist

    • Jul 2000 - Jun 2002
    • Dallas, Texas, United States

    - Primary technical support for my 20-person team- Primarily responsible management of team programmers, once I completed my Bachelors of Business Administration- Proposed, deployed, and then managed the Dallas Center Knowledge Base project from start to finish- Primarily responsible for technical training within my team- Drove automation of existing manual accounting processes for my team