Amanda Black
St. Louis,MO
Summary
Experienced with leading customer service teams to deliver exceptional service and resolve complex issues. Utilizes conflict resolution and communication skills to enhance team performance and customer satisfaction. Strong understanding of team dynamics and adaptability, ensuring effective responses to changing customer and business needs.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Corporate Technology Supervisor
CHARTER COMMUNICATIONS
01.2023 - 06.2024
- Led a team of over 25 IT professionals, supporting more than 150,000 corporate employees and enhancing service response times through effective team management
- Improved team performance by actively engaging in the hiring, onboarding, and ongoing training processes, fostering a culture of continuous development
- Oversaw major IT upgrades, including the successful transition to Windows 11 for over 100 employees and the implementation of other key software enhancements
- Monitored and enhanced system reliability and security, proactively addressing potential issues to maintain optimal IT infrastructure performance
- Optimized help desk operations by utilizing tools such as Webex Chat and Avaya Supervisor Tools, ensuring efficient and timely issue resolution
Pre-Award Proposal Grant Administrator
UNIVERSITY OF MISSOURI SAINT LOUIS
05.2022 - 07.2022
- Guided faculty in developing and submitting competitive proposals for external funding, ensuring all submissions aligned with sponsor requirements
- Collaborated with Principal Investigators to prepare and finalize subcontract documents, ensuring compliance with Uniform Guidance terms, federal regulations, and sponsor guidelines
- Interpreted complex contracts and award documents, analyzing budget allocations, invoicing schedules, restrictions, and other key terms to ensure accurate compliance
- Reviewed and authorized contract or grant renewals and periodic reports before submission to sponsoring agencies, maintaining a perfect record of on-time submissions
- Provided expert guidance on proposal preparation and submission processes, ensuring smooth and timely delivery of all grant-related documentation
Ricoh Warehouse Project Manager (Remote)
WELLS FARGO
11.2019 - 10.2020
- Efficiently managed project logistics, coordinating shipments, managing surplus inventory, and processing requests to ensure seamless operations
- Developed innovative solutions for complex supply chain challenges, leveraging industry expertise to streamline processes and resolve project issues
- Maintained strong communication channels between FRs, ECO, and key stakeholders to ensure transparency and visibility throughout transportation activities
- Mitigated potential risks by identifying, documenting, and assessing project risks, and creating effective strategies to avoid delays and ensure timely delivery
- Led Hard Drive removals, SR requests, and EPro submissions, and coordinated weekly ECO meetings to track and ensure alignment and encourage progress across all team efforts
Home Health Assistant
IL Department of Human Services
08.2015 - 10.2015
- Oversaw household financial, medical, and staffing requirements, developing action plans to ensure efficient daily operation
- Managed medication schedules, facilitated communication between client and family, and ensured compliance with safety and confidentiality protocols for medical records
- Maintained household organization, cleanliness, and overall upkeep to support a comfortable living environment
- Monitored and reported changes in clients' health conditions to case managers to ensure timely medical intervention
- Managed sensitive and confidential matters, including coordinating rehabilitation stays and arranging specialized care services
Business Analyst III (Production Support)
WELLS FARGO & CO
12.2013 - 06.2015
- Resolved technical issues within Smart Station/Wisdom, providing high-level production support to financial advisors, branch staff, and home office teams to maintain smooth operations
- Reduced incident response times by managing and documenting PAC 2000 remediation tickets, ensuring efficient tracking and prompt resolution of technical issues
- Streamlined production support processes by automating task scheduling, improving task management, and reducing system downtime
- Boosted operational productivity through 24-hour on-call support, addressing critical system issues promptly during off-hours and weekends
- Saved the company ~$8K annually by developing and implementing the First On-Call Playbook Reference Guide, cutting labor costs related to on-call troubleshooting and support
Site Operations Analyst
BOEING/DELL
04.2013 - 10.2013
- Developed strong relationships with IT Business Partners, Finance Focal points, and managers, ensuring alignment on Dell hardware and software commitments
- Maximized customer satisfaction by providing IT support to non-technical personnel, ensuring clear communication and effective resolution of issues
- Achieved a 98% first-call resolution rate, significantly reducing callback rates and enhancing the overall quality of customer service
- Fostered continuous improvement in client relations by proactively following up on concerns and conducting thorough research to resolve issues efficiently
- Provided high-level support and troubleshooting, ensuring seamless operations and minimizing downtime for end-users
Help Desk Analyst/Supervisor
PREFERRED SYSTEMS SOLUTIONS
07.2008 - 04.2013
- Consistently received top ratings in annual performance reviews, excelling in teamwork, customer service, communication, and technical problem-solving
- Led the Tier 2 Government Application Support Desk, providing high-quality service and technical solutions to clients while ensuring effective resolution of complex issues
- Supervised a team of seven technicians, conducting regular performance evaluations and driving improvements in team productivity and efficiency
- Processed over 1,000 calls and emails weekly, managing an average of more than 100 tickets per day and achieving a 95% satisfaction rating from end-users
- Spearheaded the installation and maintenance of all project-related helpdesk activities, improving service delivery, system reliability, and strengthening security protocols through digital certification technology
Corporate Customer Care Advocate
CHARTER COMMUNICATIONS
07.2006 - 05.2007
- Boosted resolution rates for complex technical issues by providing expert assistance to field technicians in signal provisioning and high-level troubleshooting
- Increased employee efficiency by promptly addressing system updates and technical problems, enhancing overall productivity across the team
- Improved customer satisfaction by utilizing the S2S communication process to identify and resolve issues while promoting sales opportunities
- Contributed to training and technical support for the Moundsville, WV Outsourcing project, collaborating with Teletech Corp on telephone trouble ticket management
- Reduced response times for software and hardware assistance requests by efficiently handling inquiries through email, phone, LANDesk, and Incident Monitor help tickets
Education
AAS - Computer Information Systems
SOUTHWESTERN ILLINOIS COLLEGE
05.2003
Skills
- Technical Troubleshooting
- Customer Service
- Project Management
- Team Leadership
- Problem Solving
- Process Improvement
- Service Desk
- System Security
- Technical Documentation
- Change Management
- Software Installation
- Risk Management
- On-Call Support
- Incident Resolution
- Client Relations
- System Monitoring
- Windows Support
- Help Desk
- Remote Support
- Production Support
- Infrastructure Management
- IT problem-solving
- IT incident management
Certification
HDI Certified: Helpdesk Management
Timeline
Corporate Technology Supervisor
CHARTER COMMUNICATIONS
01.2023 - 06.2024
Pre-Award Proposal Grant Administrator
UNIVERSITY OF MISSOURI SAINT LOUIS
05.2022 - 07.2022
Ricoh Warehouse Project Manager (Remote)
WELLS FARGO
11.2019 - 10.2020
Home Health Assistant
IL Department of Human Services
08.2015 - 10.2015
Business Analyst III (Production Support)
WELLS FARGO & CO
12.2013 - 06.2015
Site Operations Analyst
BOEING/DELL
04.2013 - 10.2013
Help Desk Analyst/Supervisor
PREFERRED SYSTEMS SOLUTIONS
07.2008 - 04.2013
Corporate Customer Care Advocate
CHARTER COMMUNICATIONS
07.2006 - 05.2007
AAS - Computer Information Systems
SOUTHWESTERN ILLINOIS COLLEGE
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