Enterprise Operations / Support Manager - Digital Client Experience

Noah Goldman

**********@*****.*** • 720-***-**** • Denver, CO • www.linkedin.com/in/noah-j-goldman

Noah is a proven team manager with experience in the creation, operation and support of websites across a large enterprise. He has successfully implemented detailed initiatives and solved for a number of complex problems, including missing data and improving customer experience. He has been highly effective in streamlining processes through leading collaborative and decisive communications with key stakeholders. Noah is a quick study with innate communication abilities and an inherit desire to improve products in order to enhance the client’s experience with the company.

TECHNICAL SKILLS & TRAINING

EXPERIENCE

CHARTER COMMUNICATIONS

Portal Operations Manager, Client Experience

May 2017 - PRESENT

Directly manage a team of 3, including a project manager and 2 analysts.

Daily responsibility for continuous client support and operations of enterprise customer portals.

Manage launch operations of new enterprise portals, including the SpectrumEnterprise.net consolidated portal, an aggregate of three companies’ data and functionality.

Collaborative lead with product design, UI design and engineering teams to roadmap future portal enhancements based upon quantitative and qualitative client feedback.

Manage and lead cross-functional teams to achieve performance monitoring across Spectrum Enterprise to all client services.

Develop a client-facing communications campaign to inform and encourage migration from legacy portals to the new consolidated portal.

Built data maps to provide engineering a view into the needed source system end-points used for the consolidated portal.

Create and implemented tracking and analytics system on the portal for data point outputs and reporting.

Lead collaboration, ideation and road mapping with customer operations to create the optimum client portal on-boarding experience.

HITACHI DATA SYSTEMS – FEDERAL

Sr. Technical Resource Analyst

2016 -2017

Lead communications with external clients to provide technical issue resolution and system analysis.

Designed and provided system-specific training to employees across the company.

Simplified and enhanced processes in order to respond more efficiently to inquiries from internal and external clients.

Created and delivered status reports to federal clients regarding overall network health.

Aggregated and presented information from clients regarding product issues to Engineering to improve customer experience and interactions.

HITACHI DATA SYSTEMS

Technical Consultant

2015-2016

Consulted, advised, and assisted with modification and maintenance of complex client IT systems.

Created scripted tasks to provide automation to client environments.

Designed and led knowledge transfer sessions with clients regarding a variety of software products.

Wrote as-built documentation for client engagement meetings to provide best practice system optimization.

MERRICK & COMPANY

Service Desk Analyst

2013-2015

Maintained and provisioned the company’s IT systems, software, and equipment.

Wrote and presented troubleshooting documentation, equipment reports, and incident details.

Lead company-wide implementation of Unity software in order to import Autodesk engineering models, to provide abilities for virtual reality for project presentations.

EDUCATION

Colorado State University – Global Campus

Masters in Information Technology Management - 2019

Metropolitan State University of Denver

Bachelor of Science in Biology - 2013

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