Operations

Darcy Musso

805-***-**** ********@***.***

Summary of Expertise

10+ years' experience in operations and finance, leading day to day processes while identifying and

implementing process improvements. Create strategic plans in partnership with senior leaders and

tactical plans to deliver on short- and long-term goals.

Customer Support Calendar Management Training and Onboarding Reporting

Professional Experience

Coleman IT Group

Operations Director 2019—Present

Streamline day-to-day triaging process for customer technological challenges via email, phone, and

client portal. Maintain calendars for seven employees including the CEO.

= Update Managed Service Provider (MSP) contracts for proactive management tools and systems.

+ Manage accounts receivable and collections of $800,000 annually.

+ Develop and execute new growth directives, creating revenue reports used with AutoTask metrics

to ensure performance, ticket time, tech mileage, tech pay, and company revenue were balanced.

* Collaborate with human resources department to create job descriptions, hire competent personnel,

and oversee employee training programs.

+ Develop and implement staff evaluation parameters with the use of DISC assessments and one-on-

one meetings to achieve the highest quality of performance.

+ Partner with the CEO to develop financial plans and ensure company-wide operational compliance.

+ Increase revenue by 37% and reduced stress for accounts receivable and admin staff by

implementing workflow rules for T ticketing, ticket calendaring, billing, and triage.

+ Obtained several notable clients, increasing revenue by over $10 million annually.

+ Developed phone tree for after-hours emergency IT support resulting in quicker issue resolution,

Outschool

Teacher 2019—Present

Teach children ages 6-18, providing anatomy, chemistry, health, first aid, and science lessons.

= Maintain training and curricula ahead of educational developments based on American standards.

JVM Lending

Assistant Officer Manager 2016-2019

Supported over 20 staff plus remote offices, including coordination of executive travel.

= Coordinated IT troubleshooting, customer intake, and office event planning,

= Edited daily blog and managed social media campaigns via Facebook, Twitter, and Linkedin,

‘Scott Cole and Associates

Financial Specialist 2011-2014

Gathered class action declarations and produced cost journals and reports for mediation and trials.

= Delivered and filed MSAs, declarations, motions, and objections to State and Federal Court circuits.

+ Controlled payroll, accounts payable and receivable, benefits packages, and budget projections.

Education and Community Involvement

Bachelor of Science, Interior Design and Art History Northern Arizona University

‘Scoutmaster, Merit Badge Counselor, Unit Commissioner Boy Scouts of America

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