Ashley Simpson
Manager, IT And Service Desk Support Services
Winter Park,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Regional Manager, I.T. Field Support
Collegis Education
Orlando, FL
3 2016 - Current
- As IT Support Manager, my number one goal is to provide excellence in customer service and is to ensure optimal performance of field office information technology systems and operations in alignment with the business objectives of the organization
- Having understanding of information technology products and services, providing answers and solutions, as requested by the client; helping to manage a regional office of up to 300+ users and computers in the local Orlando area, as well as numerous other locations throughout FL, and the U.S
- Both local and remote
- In addition, remotely supporting the Collegis Education Community in its entirety, which included, Collegis Education, Rasmussen University, and Wiley Education Services, and other partners
- I directly oversaw 7+ IT Support Specialists and 19 different Office and Campus Locations in FL, IL, WI, TX, KS
- Training and Coaching and Supervising both in person, and remote staff
- I am a results-oriented and driven professional.
- Responsible for the following:
- Managing Projects and Daily Operations for 19 Office and Campus Locations related to IT Support Needs and overseeing 7+ IT Support Specialists.
- Resolving technical related software, network and hardware issues
- Software Installs, and updates as required
- Desktop Support
- AD, Exchange, and Azure front end Account Management
- Audio/Video Conference Tests and Setup
- Working with Cisco Telepresence and Teams Enabled Systems
- ClickShare and Kramer VIA wireless sharing systems.
- Product Ordering
- Asset management and inventory
- User Training and IT Training Document and Process Development
- Office equipment updates and maintenance
- Vendor and Partner Interaction as needed
- Front End Licensing Management with MS365, and Adobe
- Scheduling
- Employee Reviews and Statistic Reporting
- Created Process for team efficiency and cost saving methods
- Cisco Call Manager/Unity account management
- Utilization of Salesforce and Cherwell Platforms
- Oversaw IT Buildout needs of multiple new locations for Rasmussen/Collegis
- Participate in CCB and regular Management/Leadership meetings
Supervisor, Help Desk
Collegis Education/Rasmussen University
02.2010 - 03.2016
- Oversaw support center operations for a 24/7 technical support and customer service center for higher education, serving more than 50 institutions
- Direct reports from 20 during normal contact volume, and up to 50 during peak contact volume
- Supporting both SaaS and Client Side Applications, as well as Student, Staff, and Instructor Inquiries.
- Oversee Daily Operations, staffing, scheduling, and contact statistic monitoring
- Business, Department, and Agent reporting on contact volume ratios, on mediums such as phone, chat, and email.
- Agent Training and Coaching, to ensure accuracy of information and support provided.
- Quality Assurance through record monitoring, and reviews
- Plan development to handle peak contact volume for an increased metric from 40% to 90% handle ratio
- Liaison between departments, vendors, instructional designers, and executive management.
- Develop, Deploy and Maintain Service Level Metrics and KPI’s
- Organizational and Departmental Growth and Development conceptualizing with emphasis on outlining and marketing differentiators from competition
- Conducted needs analysis, gap analysis, and examines training tasks and requirements while identifying alternative approaches to training the job tasks – Front-End Analysis.
- Performed analysis and research on current training problems and best practices while identifying options and recommendations for more efficient and effective human performance.
- Designed, developed, and implemented effective scenario-based learning (Problem-Centered Learning).
- Recruits and interviews for open team positions, and existing agent evaluations.
- Support Students, Staff, and Faculty on SaaS and Client Side applications
Project Development Manager
Film Fray Corporation
10.2014 - 01.2016
- As part of the Development and Project Management Team, my focus has been on SaaS application design, development, implementation, and debugging; Working closely with software developers to deploy new SaaS products, and bring them to market
- Primary responsibilities include, but are not limited to:
- Creative Input, Design, and Functionality of applications being developed.
- Providing regular feedback, and suggestions on areas of the application or service that need attention.
- Developing Market strategies to promote services, and applications, via Social Media, Multimedia, and Print
- Human Resource and Administrative Management; Prospective Employee Search, and Interviews
- Research and Testing on new and current technologies
- Design of Social Media, Print, and Multimedia Adverts
Education
Bachelor of Science - Information Technology
American Inter-Continental University
Associates - Business Administration
American Inter-Continental University
Skills
Certification
ITIL Foundation Certified
Awards
- Customer Services in Excellence Award – StratoNet
- Rasmussen IT Award – Rasmussen College
- Rasmussen PSC REMY Award – Rasmussen College
References
- Justin Denton, justindenton@mac.com, (630) 660-1380, Sr. Director IT at Collegis Education
- Eric Peterson, munk79@yahoo.com, (630) 561-5636, Sr. Manager IT at Collegis Education
- Derek Delaney, (863) 381-9001, Owner at Film Fray Corporation
Timeline
Project Development Manager
Film Fray Corporation
10.2014 - 01.2016
Supervisor, Help Desk
Collegis Education/Rasmussen University
02.2010 - 03.2016
Regional Manager, I.T. Field Support
Collegis Education
3 2016 - Current
Bachelor of Science - Information Technology
American Inter-Continental University
Associates - Business Administration
American Inter-Continental University