Alicia Manley

• Spearheaded the development and implementation of MS Teams achieving an increase in efficiency while delivering projects 4 weeks ahead of schedule.
• Defined project scope, goals, and deliverables, developing detailed project plans and schedules that improved project tracking accuracy.
• Collaborated with product development, sales, and IT teams to successfully manage the integration of new technology solutions, enhancing operational capabilities.
• Monitored project progress and adjusted resources as necessary, ensuring all project milestones were met on time, resulting in an improvement in team productivity.
• Acted as a liaison between technical and non-technical teams, facilitating effective communication and stakeholder engagement that led to 95% higher client satisfaction scores.
• Prepared monthly project status reports and dashboards for senior management.

• Streamlined inventory and maintenance processes for IT equipment, reducing operational costs and ensuring uninterrupted service delivery.
• Developed and implemented new procedures that improved user experience, resulting in a reduction in support tickets.
• Trained new IT Help Desk employees, enhancing team efficiency and reducing onboarding time.

• Delivered expert technical support to end-users, achieving a 90% resolution rate on first contact through effective troubleshooting and problem-solving techniques.
• Documented help desk processes and improved internal knowledge sharing, which decreased average resolution time.

• Provided technical assistance in a fast-paced legal environment, resolving over 40+ tickets daily, maintaining an average satisfaction rating.
• Utilized remote assistance tools to troubleshoot issues, enhancing user support efficiency and decreasing downtime.