Technical Support/Team Management

TECHNICAL SUPPORT LEAD and PROJECT COORDINATOR

Profile

A technical support professional with 20+ years of experience supporting a wide range of applications with a focus on quality customer service and process improvement. Well-versed in dealing with support issues, outages and cultivating relationships with diverse individuals of all levels including key stakeholders and C-level executives. Personable, outgoing, team-orientated problem solver who is motivated to learn and coach others. Excited in making people’s lives easier and being there when help is needed.

Areas of Expertise

Team Leadership Technical Troubleshooting Multichannel Communication

Process Improvement Project Administration SaaS Administrator

Professional Experience

ThoughtWorks, Chicago, IL (2000–2017)

Technical Support Team Lead North America

Worked with ThoughtWorks for seventeen years in many departments but primarily focusing on technical support and process improvement. Daily communicated with consultants from around the world to resolve issues and ensure they were satisfied with the support provided. Led the Continuous Service Improvements (CSI) Team which brought team leads from each global region together to “always be improving”.

Served as support team lead to carry out various support responsibilities including:

-Administration of global service desk tickets from 4000+ employees from initial report and documentation through resolution;

-Oversight on support queues and escalation as necessary;

-Major contribution in creating online help center for frequently asked questions, application training, and technical documentation;

-Facilitation of weekly meetings to review specific issues in order to improve, learn from mistakes, teach others how to resolve, and suggest process improvements;

-Presentation of reports and metrics to global teams regarding response and resolution times;

-Procurement of computer equipment, with tracking of start dates and conducting of training sessions on laptop and password security for new hires; and

-Remote support to people through email, phone, chat and video.

Application Administrator

Demonstrated leadership and management capabilities on the following:

-Oversight on administrative access to several key systems: Google, Okta, RSA, Fuze, GoToMeeting, and Lotus Notes; and additional and removal of employee and contractor access, while troubleshooting high level application issues;

-Closed coordination with Human Resources on terminations and data archival as needed; and

-Administration of 10 instances of Zendesk, customizing each instance per stakeholder requests.

Project Manager

Acted as Project Manager on numerous internal projects such as office moves, new office openings, Windows laptops replacement with Macs, security application RSA SecureID replacement with Okta, all users and data migration from Lotus Notes to Goggle Apps.

-Coordination of project management activities, resources, and equipment;

-Breakdown of projects into doable actions and set timeframes;

-Assignment of tasks and support to schedule management;

-Communication of status to participants and stakeholders, as key point of contact; and

-Collaboration with external contractors to regarding installations;

Technical Assistant to Director of North America

Provided high-level administrative support to Director and North American team.

Produced meeting materials, such as PowerPoint presentations and Excel data.

Handled work of a confidential and complex nature.

Attended meetings, captured meeting minutes, and follow ups.

Tracked and followed up action items with team members.

Managed a very busy executive calendar.

Scheduled ever-changing travel arrangements.

Asset Management Administrator

Assigned and distributed hardware and software as requested.

Created database to maintain records regarding licenses, warranties, and service agreements.

Monitored hardware end-of-lease dates to ensure on-time returns.

Worked closely with vendors to improve pricing.

Continuously improved tracking tool for hardware and software assets.

Project Coordinator

Reported to three Project Managers on a large and complex multi-year project.

Worked closely with IT and Asset Management to ensure consultants had all the hardware/software needed.

Assisted consultants as they joined or left the project.

Compiled status and project expense reports.

Coordinated project schedules and timelines.

Maintained project plans.

Communicated with recruitment on project staffing needs.

Organized and attended stakeholder meetings with clients.

Provided application testing support as needed.

Earlier Career

Walter Latham Direct Marketing and Advertising, Oak Brook Terrace, IL

Executive Assistant/Administrative Services Manager

Cova Financial Services (Formerly Xerox Life), Oak Brook Terrace, IL

Executive Administrative Assistant

StorageTek, Distributed Systems Division, (Formerly X/Datacomp), Lisle, IL

Senior Branch Administrative Assistant

Professional Development

Project Management Conflict Resolution Team Building

Technical Acumen

Google Suite Okta Zendesk Windows and Mac OS X Laptop Support

Microsoft Office Applications Lotus Notes Admin

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