Experience

Blue Mantis

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Cloud Logistics Specialist Lead

  • Feb 2020 - Present

  • Onboards new cloud customers and provides training on the Cloud Commerce Platform, CloudCheckr and how to get support. • Engages with customers to understand requirements and proposes solutions related to product or service requests, licensing, billing and technical issues. • Gains understanding of customer’s chargeback requirements and develops tagging strategies and/or creates custom reports in CloudCheckr to facilitate cost allocation. • Generates and provides recommendations on how customers can optimize their cloud usage and reduce cloud spend • Drives skill development within self and more broadly Cloud Solution Provider Operations to provide exceptional support for the sales team and our customers • Uses experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment • Creates, updates and maintains training documentation and knowledgebase articles to increase first level resolution of his or her team. • Develops sales support metrics and tracks and reports on performance and productivity of the Cloud Business Office • Analyzes business processes and collaborates with sales, technical support and operations to identify opportunities to streamline processes Show less



GreenPages Technology Solutions

• Helpdesk Supervisor

  • Jun 2015 - Feb 2020

   Monitor customer ticket and call queues to ensure SLAs are being consistently met and are being resolved or escalated in an efficient manner. Meet with assigned Customer Accounts regularly to discuss operational objectives and/or issues to consistently improve service.  Create and present monthly Executive Summary Reports highlighting call and ticket metrics.  Work with Customer as well as helpdesk team to identify gaps in customer processes and documentation to improve first level resolution and eliminate or reduce escalations over time. Act as an Escalation point for Level 1 & 2 teams, Helpdesk Team leads, Helpdesk Supervisors as well as assigned customer IT teams as needed. Regularly work with technical vendor support such as Ingram Micro and Microsoft to resolve complex escalations from both Helpdesk and Customer IT teams. Show less

• Response Engineer II

  • Mar 2011 - Jun 2015

   Provide global remote Tier II helpdesk support for various clients utilizing remote software, email & telephone tools. Manage, and configure Active Directory, Exchange 2003, 2013, Citrix accounts, and proprietary software. Create, Manage, and distribute training documentation and provide guidance and training to team and clients as needed. Perform PC Reimages and quality check to assure it is suitable for deployment Provide insight and compile data for clients outlining possible trends on client network.. Configure, troubleshoot and support exchange on iPhone, Windows, Blackberry and Android devices. Show less



Franklin Pierce University IT Department

• Student Technician

  • Jan 2009 - Dec 2010

  Worked closely with the Help Desk Analyst and completed various call tickets. Removed virus, spyware and malware from faculty, staff and student computers. Remotely connected to users computer when needed, provided software and hardware updates periodically. Worked closely with the Help Desk Analyst and completed various call tickets. Removed virus, spyware and malware from faculty, staff and student computers. Remotely connected to users computer when needed, provided software and hardware updates periodically.



Franklin Pierce University Admissions

• Student Assistant

  • Sep 2008 - Dec 2010

  Open, Sort and File mail in appropriate places. Run errands to other departments on campus. Copy any related documents as needed. Enter Applications, transcripts, recommendation letters etc. into electronic database. Use Microsoft Word, Excel, Powerpoint, to complete various tasks. Answer phones and assist families with questions regarding the admission process. Also direct other calls to their appropriate departments when needed. Open, Sort and File mail in appropriate places. Run errands to other departments on campus. Copy any related documents as needed. Enter Applications, transcripts, recommendation letters etc. into electronic database. Use Microsoft Word, Excel, Powerpoint, to complete various tasks. Answer phones and assist families with questions regarding the admission process. Also direct other calls to their appropriate departments when needed.



Jordans Furniture IMAX

• Guest Services Representative

  • Aug 2004 - Oct 2008

  Greeted and assisted guests with concession sales and also directed to different departments of store. Greeted at front door of store and answered any questions they had regardless of the department. Answered phones and assisted guests with our online and telephone ticket purchasing systems. Greeted and assisted guests with concession sales and also directed to different departments of store. Greeted at front door of store and answered any questions they had regardless of the department. Answered phones and assisted guests with our online and telephone ticket purchasing systems.