Alex Newey

Work History

Workforce Analyst

Automatic Data Processing (ADP)

04.2023 - Current

Support daily call center operations
Provide real-time support via schedule updates and skilling requests based on call volume needs
Analyze recurring trends using captured data to report and provide key insights to senior leadership
Developed more efficient data gathering methods using knowledge of PowerApps and Power Automate
Partner with Data Analyst to create a new database to gather key call center performance metrics
Successfully assisted in migrating two regions over to a new telephony software/platform to include training of agents and leaders.
Worked with management to develop strategic and tactical plans to meet different requirements.
Set and adjusted to schedules to maintain optimal coverage and service levels.

Tech Support Analyst

Automatic Data Processing (ADP)

06.2021 - 04.2023

Provide technical support to clients regarding the resolution of product hardware, software, and operating system issues via phone or remote access for all supported applications or products
Analyze client issues to determine if resolution can be found on the initial call or if second-level support is required
Support and install upgrades and assist in all technical problems (i.e
Performance, security, etc.) for the ADP supported products
Effectively troubleshoot, replicate, and develop workarounds for client issues
Documents and communicates the results to the client and/or Corporate Development
Maintain appropriate records of client contact through the CRM system
Responsible to ensure case notes thoroughly detail the problem/resolution, are comprehensive of the issue, and are professional
Provide on-site assistance on issues that could not be resolved via remote tools, i.e., deliver service packs, set up reports, install or upgrade software or develop custom solutions for all client server products
Gather client databases and environment variables and recreate client scenarios in a PC Lab environment to resolve complex database issues
Acts as a liaison between Implementation, Client Services, Management, and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues
Mentors and trains newly hired associates to ensure successful integration into the role
Stay current with emerging technology and trends to provide technical support for product rollouts and/or existing offerings
Remain proficient in networks, operating systems, hardware, software, databases, browsers, and related products
Assist in developing internal documentation to support new features and procedures for product enhancements.
Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.

Solutions Specialist

Verizon Wireless

12.2020 - 06.2021

Implement and maintain the book of business by providing outstanding client support, responding to escalations in a timely manner, including research, root cause analysis, impact analysis, and the creation and execution of action plans
Strengthened business knowledge throughout internal teams by coaching and consulting on system processes and functionality
Assisted with ongoing enhancements, fixes, year-end projects, and annual enrollment projects by partnering with cross-functional teams
Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
Implemented corrective actions to fix root causes of various issues.
Troubleshooted and corrected discrepancies from inquiries on carrier files with internal and external parties.

Plane Captain/Aircraft Worker

Amentum Services

05.2018 - 12.2020

Performed aircraft flight line servicing, operated service vehicles to replenish fuel and oil along with performing pre-flight thru post-flight maintenance inspections
Directed incoming and outgoing aircraft near terminal areas using light signals and guiding signs.
Entered inspections on the maintenance records description of the services performed, checked for fuel contamination by draining sumps and fuel drains, and operated ground support equipment (electrical power supply, tow tractors, and engine starting units)
Examined tires for specified air pressure and condition, assists in towing aircraft, and cleaned exterior and interior of aircraft.

Explosives Technician

DynCorp International

12.2017 - 05.2018

Consistently observed/enforced all United States Air Force (USAF)/host nation explosives safety, Air Force Occupational Safety and Health (AFOSH), and security standards during all explosive/non-explosive operations
Conduct explosive operations, quality processes, identify problems, and recommending solutions
Supervise host nation workforce by providing clear instructions about the explosive movement/storage tasks
Conducted warehouse inventories and corrects any discrepancies involving explosives
Worked closely with operations personnel to resolve any serviceability/accountability issues noted during warehouse operations
Prepared and configured explosive shipments for air, sea, and surface transportation
Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.

Summary

Overview

Work History

Workforce Analyst

Tech Support Analyst

Solutions Specialist

Plane Captain/Aircraft Worker

Explosives Technician

Education

B.S. Computer Information Systems -

Skills

Certification

Timeline

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