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Click here or scroll down to respond to this candidateCandidate's Name , B.S.EMAIL AVAILABLE PHONE NUMBER AVAILABLE Anthony, Florida Street Address
SummaryDedicated technical management professional with a Bachelor of Science in Technical Management, specializing in Business Intelligence and Analytics Management. Proven track record of providing exceptional client support, streamlining processes, and optimizing team performance. Adept at managing high-pressure, fast-paced environments.SkillsCommunicationCross-Functional CollaborationCustomer SupportData AnalysisInformation SecurityProcess OptimizationProject ManagementSalesforce AdministrationTeam ManagementTechnical TrainingTroubleshootingMentoringEducationBachelor of Science, Technical ManagementDeVry University, December 2017Focus: Business Intelligence and Analytics ManagementMaster of Business Administration, IT ManagementWestern Governors University, December 2024Professional ExperienceAssistant Supervisor - Plumbing, Legomatic ConstructionFebruary 2024-PresentManage team daily workflow to make sure deadlines are being achieved.Ensuring that necessary work materials are stocked for the team.Interpreting construction drawings and plans to ensure that proper requirements are met.Ensure that all workplace safety measures and practices are followed.Verify that all measurements on installed equipment are correct and meet requirements specified in plans.Senior Client Support, Quodd Financial Information ServicesMay 2022 November 2023 Managed daily tasks and training for Client Support Staff. Prepared monthly Compliance reports with exchange regulatory requirements. Expertly gathered and reconciled monthly client usage data for Compliance Reporting. Successfully handled client-facing technical support for the Quodd EQ+ Data platform. Managed incoming and outgoing support cases in Salesforce. Administered Salesforce Support Queue.Senior Client Support Specialist, Intercontinental ExchangeMarch 2021 May 2022 Creation and Implementation of group training program for Client Support Staff Led an ongoing project to standardize customer data across all ICE sub-entities, offering global front-line support for real-time market data. Implemented enhancements to service and troubleshooting methodologies by analyzing team performance metrics, ultimately improving small-group training programs. Played a key role in training new team members on procedural and technological responsibilities. Spearheaded projects to optimize daily processes and expand department coverage, collaborating with Market Product, Development, and Quality Assurance teams for effective solutions. Demonstrated in-depth knowledge of ICE Data Services products and services across multiple platforms, ensuring top-notch customer experiences with time-sensitive critical actions.Client Support Specialist II, Intercontinental ExchangeAugust 2016 March 2021 Delivered accurate, timely, and courteous technical support to thousands of ICE Desktop application users through various communication channels. Resolved client issues and inquiries promptly in a high-stress environment, consistently achieving high levels of customer satisfaction. Collaborated with Customer Technology Staff and Sales teams to set up new services for companies and produce operational and technical documentation. Provided expert troubleshooting and technical support for Windows, network, and software issues. Worked closely with technology staff to resolve customer issues, effectively escalating recurring issues to Product Management and Development teams.Custom Home Installer, Magnolia Audio Video January 2015 June 2016 Orchestrated project management and systems planning within the team to deploy tailored solutions to clients. Utilized various IT systems and strategies to address the unique needs of a diverse customer base. Developed and implemented innovative solutions for resolving issues related to existing home automation systems and programming.Operations Agent/Lead Technician, Geek Squad 2011 January 2015 Formulated and implemented Information Security Process and Compliance Regulation documentation. Trained and mentored multiple new employees, including sales associates. Addressed and resolved thousands of client-reported issues via multiple communication channels. Created and implemented a comprehensive client experience monitoring system, providing clients with transparent progress updates. Proactively informed clients about project progress and adaptations to best meet their evolving needs. |
