Service Representative Customer
Resume:
LoiDeen K. Riggs
Bennett CO. 80102
E-mail: ******@*****.***; Phone: (C) 720-***-****
OBJECTIVE:
Dedicated IT Customer Service Representative with a passion for solving technical issues and delivering exceptional support experiences. Skilled in troubleshooting hardware, software, and network problems across diverse platforms, while maintaining clear and empathetic communication with users. Proven ability to manage high-volume inquiries, document solutions, and collaborate with cross-functional teams to enhance service efficiency. Seeking to leverage my technical expertise and customer-first mindset to contribute to a dynamic IT support environment.
Professional Experience
End User Distributor Support Team Lead
Molson Coors Beverage Company — July 2013 – April 2025
Designed and delivered training programs for the Distributor Support team.
Acted as a change agent and subject matter expert for distributor-facing applications.
Assessed process impacts and communicated changes to distributor partners.
Developed and executed communication plans to ensure timely updates.
Authored and distributed relevant communications to distributor network.
Provided Tier 2 support for application management platforms.
Managed security access for domestic distributors via the application management web tool.
Maintained accurate and consistent distributor and user status across systems.
Supported over 1,000 distributors across four order management platforms.
Collaborated with infrastructure, application, and security teams to resolve distributor issues.
Created reports and surveys to monitor support performance and user satisfaction.
Queue Management Team Lead
Molson Coors Brewing Company, Golden, CO — July 2007 – July 2013
Allocated resources for upcoming projects and initiatives.
Conducted performance reviews and recommended development opportunities for direct reports.
Managed over 350 monthly e-business support tickets for ~1,000 Coors distributors.
Oversaw queue management for Coors employees accessing the corporate intranet.
Developed support templates for EDS to transition applications to baseline support.
Ensured compliance with Service Level Commitments under the EDS framework.
Maintained extranet security for distributor and vendor access.
Coordinated issue resolution across multiple technical support teams.
Lead Project Support Analyst
Coors Brewing Company, Golden, CO — Nov 2002 – June 2014
Defined 3-tier support plans for 40+ e-business projects.
Developed transition strategies for projects supporting 5,000+ end users.
Created and approved online help documentation for distributor-facing applications.
Supported change management, communication, and training for project rollouts.
Trained Tier 1 support teams and additional personnel on new applications.
Prioritized enhancements based on distributor and customer feedback.
Established and operated a solution center to support concurrent project deployments.
Queue Management Support Analyst
Coors Brewing Company, Golden, CO — Nov 2002 – July 2007
Delivered Tier 2 support for order management applications.
Managed security access for domestic and international distributors.
Ensured consistent and current distributor/user status across platforms.
Supported rollout of order management tools for Coors-Molson joint venture.
Provided technical assistance to 1,000+ distributors across four order management systems.
Partnered with infrastructure, application, and security teams to resolve issues.
Technical Support Specialist
Coors Brewing Company, Golden, CO — Sept 1995 – Nov 2002
Served as Help Desk agent for Coors offices, distributors, and warehouses nationwide.
Diagnosed and resolved hardware/software issues for internal and external users.
Provided support for network, telephone, and data systems.
Maintained a comprehensive database of Coors offices, clients, and personnel.
Key Projects
MillerCoors Business Transformation (BP&S)
DRIVE, Price Promotion Management (PPM)
SailPoint IdentityIQ (IIQ) – Identity Management
CoorsNet, Brewhouse, BeerMate
Order Management Systems (POINT, SIM, Inter-POINT, Molson)
Store Level Data
Point of Sale Suite (PTO, LPM, Inventory, CRC)
Commitments and Rebates (Price Promotions)
Handheld Applications (Quality, RAMP)
Chain Account Planning
Living Our Values
WINS (R3/APO)
WebMethods Upgrade
Education & Certifications
High School Diploma – Frederick Senior High School, Frederick, CO
SAP Sales & Distribution – All Modules
Leadership Communications
Leader is You
ITIL® Foundation v3 Certification
Technical Skills
Applications & Platforms
HEAT Call Tracking, McAfee, Peregrine, SAP (SD, SRM, Solution Manager), PeopleSoft, TOAD, Oracle, Extra Personal Client, Microsoft Project, SharePoint, SQL, ServiceNow, Salesforce
Systems & Hardware
Windows NT/95/Workgroups, IBM Mainframe, Novell NetWare, VAX/VMS/UNIX, IBM & DEC Terminals, Compaq/IBM PCs, Lantronics, Modems, Monitors, Printers
Tools & Software
MS Office Suite (MSMail, Outlook, Exchange), Internet Explorer, KEA, Business Objects, Comet, DB/2, CoorsLink, CMCS
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