{"id":5,"date":"2020-03-30T00:12:20","date_gmt":"2020-03-30T00:12:20","guid":{"rendered":"https:\/\/adam.powers.ninja\/resume\/?page_id=5"},"modified":"2022-06-07T06:01:45","modified_gmt":"2022-06-07T06:01:45","slug":"resume","status":"publish","type":"page","link":"https:\/\/adam.powers.ninja\/","title":{"rendered":"A Dependable Adaptable & Passionate Technologist"},"content":{"rendered":"\n

WITH OPERATIONS & LEADERSHIP EXPERIENCE IN INFORMATION TECHNOLOGY, TELECOMMUNICATION, FINANCE & CALL CENTER<\/sub><\/strong><\/h3>\n\n\n\n

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.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Areas Of Expertise<\/h3>\n\n\n\n
\n
\n
  • Palo Alto Firewalls<\/li>
  • Zero Trust Infrastructure<\/li>
  • System Center Configuration Manager (SCCM)<\/li>
  • Service Now Administration<\/li>
  • Active Directory<\/li>
  • Exchange 2013<\/li>
  • Citrix ShareFile<\/li>
  • SharePoint Administration<\/li>
  • Linux Desktop & Server<\/li>
  • Hyper-V \/ VMWare<\/li>
  • Citrix Studio\/Director<\/li>
  • Zoho Assist<\/li><\/ul>\n<\/div>\n\n\n\n
    \n
    • Cortex XDR Endpoint Security<\/li>
    • Cisco IOS and Juniper Switching<\/li>
    • Voice Response Unit<\/li>
    • PowerShell Scripting<\/li>
    • Windows 7, 8, 10<\/li>
    • Windows Server 12, 16, 19<\/li>
    • MS Office Suite<\/li>
    • Confluence Administration<\/li>
    • OpenFire \/ XMPP \/ Pidgin<\/li>
    • Google Workspace \/ GAM<\/li>
    • LAMP \/ LEMP \/ IIS<\/li>
    • Skype for Business<\/li><\/ul>\n<\/div>\n<\/div>\n\n\n\n

      Highlight of Skills<\/strong><\/h3>\n\n\n\n
      \n
      \n
      • Operations Management<\/li>
      • Complex Issue Resolution<\/li>
      • Agile DevOps Practices<\/li>
      • Network Troubleshooting<\/li>
      • Operational Security<\/li>
      • Change Management<\/li><\/ul>\n<\/div>\n\n\n\n
        \n
        • PCI Compliance<\/li>
        • Customer Experience<\/li>
        • Hosted Voice \/ VoIP<\/li>
        • Datacenter Deployments<\/li>
        • Knowledgebase Editor<\/li>
        • Security Operations<\/li><\/ul>\n<\/div>\n<\/div>\n\n\n\n

          <\/p>\n\n\n\n

          Professional Experience<\/strong><\/h3>\n\n\n\n

          WAVE BROADBAND<\/strong> \u2013 Bothell, Washington
          Network Systems Administrator<\/strong> \u2013 January 2019 to Present<\/p>\n\n\n\n

          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\u2019m proud to do all this for a growing organization focused on bringing fast and reliable internet to our customers, helping people connect.<\/p>\n\n\n\n

          Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

            IT Administrator (Service Desk) \u2013 <\/strong>October 2017 to January 2019<\/p>\n\n\n\n

            Front line for IT incidents and requests from\nWave Employees. Prioritized incoming tickets and escalated complex issues as\nneeded. Developed new and edited existing Knowledge Base articles to improve\nemployee self-service and simple incident resolution. Identified ticket trends\nand bottle necks in processes and developed solutions to increase efficiency\nand prevent problems from surfacing. Repaired Desktop and Laptop hardware and\nengaged OEM for more involved repair needs. Administer Key Card system.<\/p>\n\n\n\n

            Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

              Technical Support Supervisor \u2013 <\/strong>February 2016 to October 2017  <\/p>\n\n\n\n

              Handled and resolved escalated supervisor\ncalls from 1st<\/sup> tier agents and our customer service department for\nadvanced technical issues. Performed customer call backs to follow up on FCC,\nand social media complaints. Provided small business customers priority\ntroubleshooting to keep business services running. Escalated unresolved issues\nto the Network Operations Center (NOC) or other teams as needed and followed up\nwith customers on the results. Helped Wave-G fiber customers using command line\ntools to start, stop and troubleshoot services.<\/p>\n\n\n\n

              Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

                Technical Support Representative \u2013 <\/strong>October 2015 to February 2016  <\/p>\n\n\n\n

                Primary point of contact for Wave Broadband\nsubscribers of internet, telephone and cable television services, assisting\ncustomers with technical issues in getting their services to perform to high\nindustry standards while ensuring customer satisfaction through excellent\ncustomer service and engaging teammates when needed.<\/p>\n\n\n\n

                Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                • Meet or exceeded all performance metrics consistently<\/li>
                • Awarded for excellent customer service experience
                  <\/li><\/ul>\n\n\n\n

                  BANK OF AMERICA<\/strong> \u2013 Las Vegas, Nevada<\/p>\n\n\n\n

                  Senior Customer Service & Sales Specialist \u2013 <\/strong>August 2006 to May 2015  <\/p>\n\n\n\n

                  Point of contact in cultivating and\nstrengthening positive relationships with customer base, while generating and\ngrowing revenue across suite of financial products. Flourished in a high paced ever-changing\ncall center environment. Mentor and lead team members against aggressive\nperformance metrics, ensuring customer service excellence. Work closely with\nsenior leadership to assess and address training needs through development of\ncustomized seminars and materials. <\/p>\n\n\n\n

                  Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                  • 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<\/li><\/ul><\/li>
                    • Served as Managing Performance Variation Coach (2010 to 2015)
                      • Interface with associates to measure call performance and recommend improvements<\/li>
                      • Identify and mitigate certain behaviors to reduce variation in center-wide call statistics<\/li><\/ul><\/li>
                      • Excellent client satisfaction with client experience scores between 90-100% month over month<\/li>
                      • Exceeded performance metrics in client satisfaction and call handling within top 20% of associates
                        <\/li><\/ul>\n\n\n\n

                        Client Escalation Supervisor \u2013 <\/strong>June 2008 to January 2010  <\/p>\n\n\n\n

                        Handled and resolved escalated supervisor\ncalls from 1st<\/sup> tier and 2nd<\/sup> tier agents and other\ndepartments involving bill pay disputes and client complaints. Delivered\ncoaching to associates and managers as needed.<\/p>\n\n\n\n

                        Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                        • Maintained performance metrics in the top 3rd<\/sup> amongst a small team of Supervisor Professionals<\/li>
                        • Help transition CEU team from Las Vegas to a new team in Phoenix and Los Angeles via virtual live training<\/li><\/ul>\n\n\n\n

                          Customer Experience Coach \u2013 <\/strong>April 2008 to November 2013<\/p>\n\n\n\n

                          Facilitated classroom\nlearning for new hires, locally and abroad by delivering comprehensive company\ninformation and performance expectations. Led on-the-job training in a classroom\nand production environment for up to 30 associates, completing call monitoring\nand performance evaluations.<\/strong><\/p>\n\n\n\n


                          Account Specialist<\/strong> \u2013 January 2006 to July 2006<\/p>\n\n\n\n

                          Assisting clients in an\nin-bound call center environment by maintaining their deposit relationships and\nengaging appropriate teams for additional financial assistance.<\/p>\n\n\n\n


                          Honey Baked Hams<\/strong> \u2013 Las Vegas, Nevada<\/p>\n\n\n\n

                          Caterer, Cook<\/strong> \u2013 November 2010 to February 2011  <\/p>\n\n\n\n

                          Received, processed and delivered catering\norders to business clients within Las Vegas, Summerlin Region. Also helped the\nkitchen staff in preparing holiday orders for in-store clients.<\/p>\n\n\n\n

                          Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                          • Drove a 26\u2019 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.<\/li><\/ul>\n\n\n\n

                            Regal Entertainment Group<\/strong> \u2013 Issaquah, Washington<\/p>\n\n\n\n

                            Associate Manager<\/strong> \u2013 January 2005 to January 2006  <\/p>\n\n\n\n

                            Managed teams of box office, concessions, and\nfloor associates along with film-based projection systems to ensure smooth\noperations and a great experience for movie goers. Also managed cash drops\n& pick ups<\/p>\n\n\n\n

                            Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                            • Mastered all floor associate positions within 4 months of employment prompting offer to management<\/li><\/ul>\n\n\n\n

                              <\/p>\n\n\n\n

                              Volunteerism<\/strong><\/h3>\n\n\n\n

                              Dogs & Frogs<\/strong> \u2013 Issaquah, WA<\/p>\n\n\n\n

                              Event Volunteer<\/strong> \u2013 August 2016  <\/p>\n\n\n\n

                              Worked with the Issaquah Brew House and area\npartners to raise funds and awareness for the Issaquah Salmon Hatchery and\nPeople United for Pets through a festival style event managing raffle ticket\nsales.<\/p>\n\n\n\n

                              Junior Achievement<\/strong> \u2013 Las Vegas, NV<\/p>\n\n\n\n

                              JA for a Day Classroom Instruction<\/strong> \u2013 April 2014  <\/p>\n\n\n\n

                              Spent a day with a class of inner city 4th<\/sup> graders teaching them a prepared curriculum of economics with a focus towards regional economics and differentiating between natural, human and capital resources.<\/p>\n\n\n\n

                              Habitat for Humanity<\/strong> \u2013 Las Vegas, NV<\/p>\n\n\n\n

                              Restoration Specialist<\/strong> \u2013 May 2012 to Feb 2015  <\/p>\n\n\n\n

                              Worked with community construction\nprofessionals and other volunteers to remodel run down homes for needy families\nin the community. Also help sort large furniture and other household items to\nbe auctioned for charity.<\/p>\n\n\n\n

                              Touch a Truck<\/strong> \u2013 Las Vegas, NV<\/p>\n\n\n\n

                              Event Volunteer<\/strong> \u2013 March 2012, March 2013  <\/p>\n\n\n\n

                              Worked with event staffers, community\nprofessionals and businesses along with other volunteers to help raise\nawareness and funds for Family to Family Connections by helping maintain safety\ncoordinating patroons<\/p>\n\n\n\n

                              Aid for Aids<\/strong> \u2013 Las Vegas, NV<\/p>\n\n\n\n

                              Fund Raising and Spreading Awareness<\/strong> \u2013 April 2012, April 2013  <\/p>\n\n\n\n

                              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<\/p>\n\n\n\n

                               <\/h3>\n\n\n\n

                              Education<\/h3>\n\n\n\n

                              Bellevue College<\/strong> \u2013 Bellevue, WA<\/p>\n\n\n\n

                              Associate of Arts<\/strong> \u2013 2004 to 2005  <\/p>\n\n\n\n

                              Higher education with a focus on small\nbusiness management and business accounting<\/p>\n\n\n\n

                              Liberty High School<\/strong> \u2013 Renton, WA<\/p>\n\n\n\n

                              High School Diploma \u2013 <\/strong>1999 to 2003<\/p>\n\n\n\n

                              General education with advanced placement\nHistory and a focus on computer science, media production and industrial design<\/p>\n","protected":false},"excerpt":{"rendered":"

                              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. …<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5"}],"collection":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/comments?post=5"}],"version-history":[{"count":21,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5\/revisions"}],"predecessor-version":[{"id":75,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5\/revisions\/75"}],"wp:attachment":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/media?parent=5"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}