_{WITH OPERATIONS & LEADERSHIP EXPERIENCE IN INFORMATION TECHNOLOGY, TELECOMMUNICATION, FINANCE & CALL CENTER}

Analytical, quality-focused leader with 10+ years of experience planning and directing operations in fast-paced business settings. Engaging administrator handpicked to motivate and mobilize personnel across various functions. Continuously focused on encouraging positive customer experiences via responsive, prompt service and effective tailored solutions.

Areas Of Expertise

Highlight of Skills

Professional Experience

WAVE BROADBAND – Bothell, Washington
Network Systems Administrator – January 2019 to Present

As a Network Systems Administrator for Wave, I get to wear many hats. I help manage security within the environment with network monitoring, endpoint malware protection administration and firewall rules auditing and implementation. On more exciting days… I will help organize the right people onto an impromptu bridge to help with triage and mitigation efforts during unexpected downtime events caused by existential factors. When our Service Desk has challenges with troubleshooting, I step in with handling complex escalated issues, follow ups with unsatisfied ticket callers ranging from individual contributors to the CEO and develop/refine processes as a knowledge base editor. The most fun I have is with traveling to our various office locations to deploy new network gear or servers at our data center. On slow day I spend my time ensuring our company remains PCI complaint with firewall rule justification, website whitelisting for our call center and retail representatives and of course, cable management. I’m proud to do all this for a growing organization focused on bringing fast and reliable internet to our customers, helping people connect.

Key Achievements

• Manage antimalware deployments to over 1500 endpoints including workstations and servers
• Migrate IT Hub Operations from Port Orchard to Bothell with a focus on high availability
• Define and execute deployment process to replace End of Life (EOL) network equipment for over 30 sites with minimal impact to business operations
• Deploy over 50 networked thermal printers to stores for billing conversion
• Develop inbound call process for Service Desk team with on call rotation
• Created company wide wall mounted news board platform
• Help get ~500 reps set up to work from home within 30 days
  

IT Administrator (Service Desk) – October 2017 to January 2019

Front line for IT incidents and requests from Wave Employees. Prioritized incoming tickets and escalated complex issues as needed. Developed new and edited existing Knowledge Base articles to improve employee self-service and simple incident resolution. Identified ticket trends and bottle necks in processes and developed solutions to increase efficiency and prevent problems from surfacing. Repaired Desktop and Laptop hardware and engaged OEM for more involved repair needs. Administer Key Card system.

Key Achievements

• Quickly excelled in job role and became a point of reference and escalation for the T2 IT Admin team
• Automated AD account creation for bulk call center new hire requests
• Became primary editor for internal and external facing KB documentation
• Automated the process for vendor call center account creation improving resolution time by a factor of 10
  

Technical Support Supervisor – February 2016 to October 2017 

Handled and resolved escalated supervisor calls from 1^st tier agents and our customer service department for advanced technical issues. Performed customer call backs to follow up on FCC, and social media complaints. Provided small business customers priority troubleshooting to keep business services running. Escalated unresolved issues to the Network Operations Center (NOC) or other teams as needed and followed up with customers on the results. Helped Wave-G fiber customers using command line tools to start, stop and troubleshoot services.

Key Achievements

• Work with multiple ticketing systems resolving requests from customer emails, NOC and 1^st tier agents
• Assigned to updating knowledge base resources via SharePoint, HTML and CSS editing
• Tasked with resolving escalated TiVo issues by working as a liaison between customers, TiVo engineers and other departments
• Track and Improve Net Promoter Score by coordinated action with various department team members
• Provide analysis on repeat call data and developed ways on reducing repeat call frequency
• Developed new one call resolution metric through Excel report analysis automation
  

Technical Support Representative – October 2015 to February 2016 

Primary point of contact for Wave Broadband subscribers of internet, telephone and cable television services, assisting customers with technical issues in getting their services to perform to high industry standards while ensuring customer satisfaction through excellent customer service and engaging teammates when needed.

Key Achievements

• Meet or exceeded all performance metrics consistently
• Awarded for excellent customer service experience
  

BANK OF AMERICA – Las Vegas, Nevada

Senior Customer Service & Sales Specialist – August 2006 to May 2015 

Point of contact in cultivating and strengthening positive relationships with customer base, while generating and growing revenue across suite of financial products. Flourished in a high paced ever-changing call center environment. Mentor and lead team members against aggressive performance metrics, ensuring customer service excellence. Work closely with senior leadership to assess and address training needs through development of customized seminars and materials.

Key Achievements

• Integral member of User Acceptance Training team charged with developing, testing and deployment of various internal systems, requiring travel to multiple call centers across country and abroad
  • Used the Agile development process to produce integrated customer service desktop application
• Served as Managing Performance Variation Coach (2010 to 2015)
  • Interface with associates to measure call performance and recommend improvements
  • Identify and mitigate certain behaviors to reduce variation in center-wide call statistics
• Excellent client satisfaction with client experience scores between 90-100% month over month
• Exceeded performance metrics in client satisfaction and call handling within top 20% of associates
  

Client Escalation Supervisor – June 2008 to January 2010 

Handled and resolved escalated supervisor calls from 1^st tier and 2^nd tier agents and other departments involving bill pay disputes and client complaints. Delivered coaching to associates and managers as needed.

Key Achievements

• Maintained performance metrics in the top 3^rd amongst a small team of Supervisor Professionals
• Help transition CEU team from Las Vegas to a new team in Phoenix and Los Angeles via virtual live training

Customer Experience Coach – April 2008 to November 2013

Facilitated classroom learning for new hires, locally and abroad by delivering comprehensive company information and performance expectations. Led on-the-job training in a classroom and production environment for up to 30 associates, completing call monitoring and performance evaluations.

Account Specialist – January 2006 to July 2006

Assisting clients in an in-bound call center environment by maintaining their deposit relationships and engaging appropriate teams for additional financial assistance.

Honey Baked Hams – Las Vegas, Nevada

Caterer, Cook – November 2010 to February 2011 

Received, processed and delivered catering orders to business clients within Las Vegas, Summerlin Region. Also helped the kitchen staff in preparing holiday orders for in-store clients.

Key Achievements

• Drove a 26’ delivery truck full of frozen hams from Las Vegas to Salt Lake City, Utah in a winter storm to ensure our neighbor store could meet their holiday demand.

Regal Entertainment Group – Issaquah, Washington

Associate Manager – January 2005 to January 2006 

Managed teams of box office, concessions, and floor associates along with film-based projection systems to ensure smooth operations and a great experience for movie goers. Also managed cash drops & pick ups

Key Achievements

• Mastered all floor associate positions within 4 months of employment prompting offer to management

Volunteerism

Dogs & Frogs – Issaquah, WA

Event Volunteer – August 2016 

Worked with the Issaquah Brew House and area partners to raise funds and awareness for the Issaquah Salmon Hatchery and People United for Pets through a festival style event managing raffle ticket sales.

Junior Achievement – Las Vegas, NV

JA for a Day Classroom Instruction – April 2014 

Spent a day with a class of inner city 4^th graders teaching them a prepared curriculum of economics with a focus towards regional economics and differentiating between natural, human and capital resources.

Habitat for Humanity – Las Vegas, NV

Restoration Specialist – May 2012 to Feb 2015 

Worked with community construction professionals and other volunteers to remodel run down homes for needy families in the community. Also help sort large furniture and other household items to be auctioned for charity.

Touch a Truck – Las Vegas, NV

Event Volunteer – March 2012, March 2013 

Worked with event staffers, community professionals and businesses along with other volunteers to help raise awareness and funds for Family to Family Connections by helping maintain safety coordinating patroons

Aid for Aids – Las Vegas, NV

Fund Raising and Spreading Awareness – April 2012, April 2013 

Raised several hundred dollars and participated in an awareness walk at the University of Las Vegas Nevada to help fight the spread and search for the cure for AIDS/HIV

 

Education

Bellevue College – Bellevue, WA

Associate of Arts – 2004 to 2005 

Higher education with a focus on small business management and business accounting

Liberty High School – Renton, WA

High School Diploma – 1999 to 2003

General education with advanced placement History and a focus on computer science, media production and industrial design