Data Entry Clerk

LEIGH VERMILLION

www.linkedin.com/in/leighvermillion 727-***-**** *****.**********@*****.***

Experienced IT and client success professional with a strong technical background and over ten years of leadership experience. Known for maintaining high integrity and a proactive work ethic, I thrive in fast-paced environments while effectively supporting both people and technology. Passionate about driving customer satisfaction, streamlining operations, and delivering practical solutions.

Technical Skills:

ServiceNow, SQL, Microsoft Office Suite, Adobe, Kibana, Google Workspace, LDAP, MDM, SCCM, Active Directory, HighJump WMS, CRM Tools (RingCentral, Salesforce) Knowledge & Skill Areas:

Trend & Data Analytics

Customer Success & Retention

Cross-Team Collaboration

Management & Leadership

Client Onboarding & Training

Project Management

Documenting Complex Solutions

Technical Support & Troubleshooting

Professional Experience:

Account Manager — EFX Algo / Easy FX Trading

June 2024 – Present

Manage a portfolio of over 400 users across proprietary Forex trading platforms.

Provide end-to-end software support, technical troubleshooting, and client onboarding.

Lead onboarding and education sessions, improving user success and resulting in a 20% faster onboarding process.

Maintain a 98% customer satisfaction rate by resolving inquiries quickly and ensuring a smooth user experience.

Work closely with leadership and technical teams to translate customer feedback 1

into product enhancements.

Create educational content and support guides, contributing to a 15% reduction in support tickets within three months.

Warehouse Application Support - Warehouse Delivery Network Tier II — Wayfair Dec 2019 – June 2024

Partnered with Development teams on analytics related to trending issues and software releases.

Managed ServiceNow ticket queues for global warehouses and fulfillment centers.

Built and executed SQL queries to validate data and resolve inconsistencies.

Led projects analyzing ServiceNow and SQL data to create metric reports, resulting in a 25% reduction in ticket backlog.

Applied Problem Management methodology to identify and address recurring issues.

Managed users through Active Directory and Group Policy deployments in a corporate domain environment.

Monitored hardware assets across remote sites and processed RMAs to maintain operational inventory.

Onboarding Specialist — Akerna

Jun 2018 – Dec 2019

Promoted for advanced product knowledge and ability to train others.

Managed 80+ active client accounts, maintaining strong relationships and high client satisfaction.

Delivered remote onboarding sessions, leading to a 30% improvement in client activation rates.

Supported high-profile clients and collaborated directly with state regulatory teams.

Cross-trained employees to ensure broad product expertise across the organization.

Lead IT Technician — Affordable Computer Solutions Mar 2017 – Oct 2017

Provided Tier 1 and Tier 2 onsite and remote technical support for businesses and consumers.

Implemented a new ticketing system that improved customer resolution productivity by 70%.

Deployed and maintained LAN/WAN network infrastructures and provided 2

remote server maintenance.

Developed business workflows that increased daily service output and client intake.

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