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Work Background
WayfairGlobal Senior Manager Tech Support Tier 2
Apr. 2021 - Jan. 2024Layton, Utah, United States · RemoteIn my role, my team was tasked with the intricate responsibility of software packaging, effectively maintaining a comprehensive software catalog in SCCM and Intune that included 146 applications, along with managing their update frequencies. Additionally, we were involved in overseeing a segment of G-Suite, particularly focusing on mailing lists. Key achievements during my tenure include: Operational Excellence: I played a pivotal role in reorganizing the Identity and Access Management team, leading to substantial gains in operational efficiency. This involved transitioning certain operations to more cost-effective groups, coupled with thorough documentation and bespoke training initiatives for seamless transitions. Cultivating Expertise: I was instrumental in nurturing service matter experts within the team. These experts became key intermediaries between our technical support and engineering teams, enhancing our communication and escalation channels. This effort was crucial in pinpointing and fulfilling specific training requirements. Analytics-Driven Strategy: Leveraged the power of data analytics through ServiceNow, which was crucial in refining our decision-making processes, identifying training needs, and elevating overall team performance. Leadership in a Global Setting: Successfully spearheaded a global team comprising 10 diverse members, managed remotely. My focus was on uplifting team morale and efficiency, which led to enhanced team dynamics and overall performance. This role was a testament to my ability to merge leadership prowess with technical insight, fostering notable enhancements in team efficiency and effectiveness, while simultaneously nurturing a positive work environment and promoting professional development.
WayfairRegional Call Center ITS Manager
Dec. 2018 - Apr. 2021Ogden, UT · On-siteIn my role overseeing the Western Region of the U.S., I led a robust team of 32 engineers across 6 physical locations, managing over 4000+ endpoints including mobile devices, conference rooms, and work-at-home call center agents. My tenure was marked by significant achievements and innovations: ServiceNow Implementation: Played a pivotal role in architecting, designing, and testing the advanced workgroup assignment rollout in ServiceNow, which was a cornerstone in enhancing our operational efficiency. Performance Metrics Improvement: Dramatically increased first contact resolution from 73% to 97%, while simultaneously reducing time to resolve issues by 11%. This was achieved through strategic process enhancements and fostering a culture of excellence within the team. Efficiency Optimization: Despite a challenging environment of a 32.7% increase in ticket volume, a 6.1% reduction in headcount, and maintaining high-resolution rates, I successfully increased the average tickets worked per engineer from 21.5 to 105.9 per week. This not only reflects superior management but also the effective utilization of resources and process optimization. Facility Management: Managed the opening and decommissioning of multiple locations in Utah and Oregon, ensuring seamless transitions and minimal disruption to operations. This role allowed me to showcase my ability to drive significant improvements in service delivery, manage large-scale projects, and lead teams through complex and evolving business landscapes, all while maintaining high service standards and operational efficiency.
WayfairITS Manager
Jun. 2016 - Dec. 2018Ogden, UTAs the Technical Support Manager for Wayfair.com in Utah, I oversaw the technical operations for five call center locations. My team and I were responsible for a broad range of tasks, ensuring optimal performance and seamless end-user experiences. Key highlights of my role include: Diverse Technical Oversight: Managed various technical aspects including database changes, server upgrades, network management, and maintenance of Printers/Scanners and VOIP systems. Also handled general computer hardware and software issues with proficiency. Innovative Solutions: Pioneered the roll-out of a walk-up iPad station for efficient ticketing. This initiative streamlined the support process, allowing for quick and user-friendly access to technical assistance. Hardware and Software Deployment: Successfully deployed Pay Metric pin pads and associated software, enhancing transactional efficiency. Also implemented a multiplex video wall, contributing to a more engaging and informative environment for call center staff. Operating System Upgrade: Led the transition from Windows 7 to Windows 10 across all locations, ensuring up-to-date systems and improved security. Efficiency Enhancement: Developed and implemented a custom script to reboot computers weekly, resulting in a significant 43% reduction in ticketing impact. This innovative approach to routine maintenance dramatically enhanced system reliability and user satisfaction. This role allowed me to utilize my technical expertise and leadership skills to manage a wide array of IT functions, drive innovation, and significantly improve operational efficiencies, directly contributing to the enhanced performance of the call centers.
G-part.netBusiness Owner
Oct. 2013West Point, Utah, United States · HybridAn online parts company specializing is 3D modeling and 3D Printing
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