Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Quality Analyst
WiproQuality Analyst
Jun. 2023 - Nov. 2024Atlanta, Georgia, United States* Quality Analysis for Bytedance Projects, including TikTok. * Business analysis support for leadership including form creation and account review orchestration.
Freelance
Upwork freelanceFreelance
Mar. 2023 - Feb. 2024
Helpdesk Performance Coach
State FarmHelpdesk Performance Coach
Oct. 2022 - Mar. 2023Randstad*Hold regular coaching sessions to move technicians closer to goal metrics and improve overall customer satisfaction. *Review calls and cover those reviews with technicians for personal improvement. *Monitor attendance and other daily activities, providing guidance as needed. *Assist, when technicians require on-the-spot help by providing immediate resources and resolution steps. *Interface with clients for feedback and metrics expectations.
Help Desk Support Specialist
State FarmHelp Desk Support Specialist
Aug. 2021 - Oct. 2022Randstad* Remote hardware and software support for internal customers and agent partners. * Troubleshooting and resolving network, phone and software issues. * Applications support for a variety of Windows and iOS systems and devices.
Technical Trainer
Diversified Technologies CorporationTechnical Trainer
Oct. 2020 - Jan. 2021Atlanta, Georgia, United States• Mastered voting equipment and software provided to the government and trained Field Technicians before Election Day. • Developed team by conducting training classes and administration for groups of election technicians. • Increased readiness as a technician for pre-deployment, testing machines, and upgrading them to be sent to voting districts. • Delivered additional field support on Election Day, visiting voting districts to ensure machine operability, and providing advanced support to technicians or districts as required. • Invited to return to participate in run-off election work as needed. • Maintained performance of iPads, Android Tablets (large voting tablets), firmware, software, configurations, hardware, printers, and ballot boxes.
Department Manager
LexisNexis Risk SolutionsDepartment Manager
Mar. 2018 - Aug. 2020Duluth, Georgia• Mentored and evaluated multiple teams in the Claims Record Unit for the RISK Division: Business Analysis - Reporting, Keying support, Agency Research, and Data Technician teams. • Graduated from a variety of Business Leadership training and EQ-related workshops as part of advanced leadership development. • Communicated directly with Police Departments throughout the Nation • Maintained center-related police contracts and reviewed and signed outgoing requests requiring manager approval daily. • Oversaw UAT testing for Workday implementation in our Unit.
Digital Life - Professional - Quality Assurance- SBN
AT&TDigital Life - Professional - Quality Assurance- SBN
Feb. 2016 - Apr. 2017Atlanta, GA• Individual contributor as a software tester, including technical writing, bug documentation and reporting, and building and writing use cases. Technical documentation. • Achieved role as Assistant Team Lead in Quality when needed, providing executive-level reporting and defect statistics for SCRUM meetings. • Developed software test cases for SBN (Security Business Net), along with research of release requirements to ensure features would match expectations. • Testing included application testing, ATOM calls, SQL, UI, and Android/iOS apps. • Skilled in HP Quality Center (HP ALM) and JIRA software to track test results and defects.
Manager - Digital Life Monitoring
AT&TManager - Digital Life Monitoring
Feb. 2012 - Feb. 2016Georgia• Manager of Call Center Monitoring Agents and Leads for four years, performing quality checks, performance coaching, ACD supervision and supplemental training. • Promoted into a higher-level Quality Assurance role in the IT department after exhibiting excellence in software through troubleshooting, UAT testing, and feedback. • Escalations on mission-critical security events including Life Safety events such as burglaries • Implemented a productivity model that decreased the backlog of Field Support tickets to zero over a three-month period. • Achieved a High-Five employee award in my division, and multiple reviews exceeding expectations for contributions to the department. • CSAA 5 Star Diamond certified as Security Manager.
Engineering Supervisor
Plumchoice, IncEngineering Supervisor
Feb. 2010 - Feb. 2012Telecommute• Remotely managed teams of up to 30 certified Support Engineers in the Verizon Premium department. • Promoted to create new Home Monitoring and Control team for UAT and product launch. • Implemented policies and trained team for Verizon's new Home Monitoring department. • Produced about 80% of the contact center’s SharePoint manuals and associated documentation. • Visio, SharePoint, Bomgar, Malwarebytes, CCleaner, ININ suite. • Authored 100% of process flows for HMC engineers using Visio. • Handled escalated situations including treatment of malware and OS issues. • Delivered Use Cases for UAT testing during product launch.

Requests

Touchpoint image
9
Looking for a Job
Technical Support Supervisor Role
Intch is a Professional Networking App for the Future of Work
300k+ people
130+ countries
AI matching
See more people like Amy on Intch
Call Center
274480 people
17
Assistant manager
17
Sr Director, Customer Support
21
Technical Support Engineer - L2 @ Axis Communications / 2N
Call CenterCall Center Supervisor
45473 people
32
Customer service process, vendor management, leadership development expert
17
Owner @ Victoria’s VA Hub
16
Consultant