Natalie's Professional Experience

On Q Financial, Scottsdale, AZ, May 2013 – Nov 2017

• Organized and took lead on IT projects. 
• Improved new hire onboarding process through the use of SharePoint workflow automation resulting in increased quality, consistency and cost savings of $30K per year. 
• Migrated VoIP and Internet services across all branches resulting in annual cost savings of over $200k per year. 
• Created and managed SharePoint top level and sub-sites. 
• Designed and maintained SharePoint workflows. 
• Senior desktop support technician leading a team of 3 to 6 technicians. 
• Audited processes to identify opportunities for improved efficiency.  
• Delegated support requests as needed to ensure timely and effective response and resolution. 
• Provided on-site and remote desktop support for 800+ users nationwide. 
• Developed video training tutorials for common IT break/fixes. 
• Diagnosed software vs. hardware vs. network issues and choose the most expeditious path to resolution. 
• Generated reports and summarized trends/patterns of Help Desk traffic.

Pace PLC, Tempe, AZ, October 2009 – May 2013

• Mentored, coached and supervised 20-30 support agents in a 24/7 call center
• Hired and managed technicians with the strongest technical aptitude and customer service skills. Trained technicians for offline escalations desk that used relationships with other departments to provide a complete resolution to end users 
• Attended weekly meetings to collaborate best practices with other on and offshore centers.  
• Collected best paths of resolution and provided in weekly meetings to improve workflow-based troubleshooting. 
• Developed concepts, theories, and documentation to create coaching guides for the purposes of improving call center KPI’s. 
• Maintained and improved call center metrics such as AHT, FCR, Quality and Customer Surveys
• Provided training and coaching for new hires and low performing agents. Provided comprehensive technical support for DSL customers

Collins College

AA, Visual Communications

CompTIA Certifications

A+

Network+

Active Directory, Exchange, VPN, RDP, TCP/IP protocols, remote support software, spam filtering and management, computer imaging, backup and restoration, VoIP phones and telephony systems, network printing and scanning, network attached storage, VMware, Hyper-V, Windows 7, 10 and Server 2013, Mac OSX, Office 2010 – 365, Advanced Microsoft Excel, SharePoint Designer 2010-2013, Adobe Creative Cloud Suite and Acrobat, OS installation, disk encryption, Windows command line scripting, hardware installation  

CBT Nuggets

PowerShell 4 Foundations

Microsoft SharePoint 2016

Fred Pryor

Microsoft SharePoint Foundation 2010

Microsoft Excel Macros, PivotTables, Charts and More 

Intro to Scrum