Customer Service Sales
Resume:
Treana Armstrong
Vice President, Information Technology
Woodbridge, VA
******.*********@*****.***
Insightful and highly organized Vice President with 9 years' experience who will focus on implementing optimal services through managing and shaping business strategy. This includes working closely with the senior leadership team to drive the company's vision and ensure alignment and integration across all projects and programs.
Willing to relocate: Anywhere
Work Experience
Vice President of Technology
Crescent Hotels & Resorts - Fairfax, VA
February 2019 to Present
- Lead the efforts of 5 professionals, along side multiple vendor relationships across US & Canada, who were responsible for managing the demand of Information Technology services across multiple hospitality brands.
- Managed property technology budget and conducted review of departmental processes to execute continuous improvement initiatives.
- Set performance expectations and provided guidance to managers, supervisors, and staff to successfully achieve these goals.
- Responsible for performance management, acquiring talent, employee retention, and success planning
- Consolidated multiple contracts with the company’s largest vendors into a single enterprise agreement that saved the organization and stakeholders $300K in support and compliance cost. Director, Portfolio Technology
Crescent Hotels & Resorts - Fairfax, VA
December 2016 to February 2019
- Supported organizational growth and stability for more than 80 hospitality locations across the US
& Canada under multiple brands, by driving enterprise level program/project management solutions
- Evaluated and improved project delivery practices, procedures, and guidance to satisfy changing needs.
- Accountable for end-to-end architecture design and implementation of low voltage wiring, application systems, and network for new construction venues.
- Responsible for ensuring seamless delivery of managed IT services for infrastructure, which included improving business relationships with key stakeholders, and vendors.
- Assisted in development of portfolio wide PCI program that when implemented protected not only stakeholders financially, but guest data to avoid any breach of information. WiFi Network Operations (NOC)
Time Warner Cable - Herndon, VA
May 2015 to December 2016
- Led a team of network engineers, technicians, and analyst in the deployment and operational support of a multistate footprint wireless network, providing service to business units, public parks, arenas, large metropolitan cites.
- Boosted employee morale and productivity with employee engagement scores of 93% in the first year as WiFi Network Operations manager.
- Addressed single points of failure, led team through sensitive organizational change while reducing operating expenses.
- Managed one of the company’s fastest growing network with annual growth rate of 27%, while growing headcount by 5%. This is attributed to improvement in process, implementing automation, tools, workload management, and scheduling.
- Completed interdepartmental projects to improve network infrastructure by creating a consistent deployment and support model for SMB organizations. NOC (ASOC) Technician
Time Warner Cable - Charlotte, NC
July 2014 to May 2015
- Ensure to provide high availibilty of entire enterprise application system infrastructure 24/7 through monitoring of physical and virtual servers and business critical applications on premise and the cloud
- Automate common tasks and alerts through various scripting methods to ensure immediate notification of issues/ failures to achieve near 100% uptime across all applications
- Manage and coordinate outages / incident to diagnose root causes, resolve problems, and communicate impact to the business and stakeholders with a sense of urgency and attention to detail
- Document and implement best-practices using data from systems performance and behavior to predeict the probability of system outages to reduce the number and impact of incidents over time
- Coordinate with system engineers, application engineers, and developers to assist with software code pushes, troubleshooting, and verification.
Dispatcher I
Time Warner Cable - Charlotte, NC
May 2013 to July 2014
- In charge of creating all the service routes for Southeast North Carolina and Upper South Carolina Time Warner Cable footprint.
- Used a computer mapping system to import the orders, create the routes, export the routes, and organize the product on the truck
- Performed extensive database maintenance within the system and ensured data integrity to create the most efficient routes possible, which lead to reduce fleet cost
- Maintained constant communication with all parties in the supply chain (sales, warehousing, and fleet) in order to gather feedback, resolve any issues, and ensure targets and customer needs were being met.
- Provided account and technical support services to customers, maintained business accounts and collected on past due accounts.
Signature Home Advisor
Time Warner Cable - Charlotte, NC
September 2012 to May 2013
- Effectively multitasked while speaking with each customer, reviewing the account information and relevant company programs to develop prompt and productive solutions.
- Assisted customers over telephone, email, and click-to-chat options.
- Recommended products based on customer needs as well as gave product reassurance.
- Resolved technical issues with digital cable, high speed internet, and telephony (VoIP) equipment, replaced as needed per company guideline, allowing for a reduction in truck rolls out to customer homes.
- Work through two separate applications ICOMS and CSG allowing to support multiple regions of customers.
Technical Analyst II
Xpient Solutions - Charlotte, NC
September 2011 to September 2012
- Provided tier 2 technical support to over 50+ quick serve restaurants that operated the Xpient POS software
- Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support analyst
- Performed remote access support of system software updates and configurations to resolve customer issue
- Completed complex SQL queries in order to maintain and update system databases District Service Manager
Sprint by Voicelink Wireless - Charlotte, NC
April 2011 to August 2011
- Managed service technician staff across multiple location to tackle customer service repair issues.
- Increased service repair reliability from 65% to 90% across the organization
- Created process and procedure for supply management allowing to have better supplies on hand increasing customer satisfaction and profits
Store Manger
Sprint by Voicelink Wireless
January 2011 to April 2011
- Conducted sales meetings with staff to establish sales and customer retention goals
- Monitored customer preferences to determine staff focus areas
- Increased stores sales and profits by 42% while reducing returns Education
Master's in Information Technology
North Carolina Agricultural & Technical State University - Greensboro, NC January 2015 to December 2017
Bachelor's in Software and Information Systems
University of North Carolina Charlotte - Charlotte, NC August 2006 to May 2011
Skills
Information Technology, Strategic Planning, Network Administration, Customer Service, Vmware, SQL, VoIP, Active Directory, Disaster Recovery, Cloud Computing, AWS, Azure, JIRA, Business Continuity, Vendor Management, Microsoft, Business Intelligence, Project Management, Process Improvement, Program Management, Incident Management, Virtualization, Product Management, Leadership Development, ITIL
Certifications/Licenses
ITIL
June 2016 to Present
CWNP
July 2016 to Present
Kepner-Tregoe
December 2015 to Present
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