Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Aubrey Bacus

Birmingham,AL

Summary

IT Line Support Team Lead with expertise in operational efficiency and process improvement. Demonstrated success in team leadership and effective communication, enhancing customer relationships and support functions. Proven track record of delivering exceptional service in high-pressure environments.

Overview

11
11
years of professional experience

Work History

IT Line Support Team Lead

Sharp Decisions/American Honda Mfg. Inc.
03.2022 - Current
  • Directed team focused on managing production calls and executing rapid troubleshooting solutions.
  • Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
  • Document and analyze production-related issues, proposing and executing strategies for process improvement.
  • Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
  • Facilitate and manage Level 2 support escalation processes, promoting seamless communication between team members and managers.

Licensed Property & Casualty Producer

State Farm
02.2021 - 03.2022
  • Assessed insurance needs through consultations with prospective clients.
  • Explained coverage options and calculated premium quotes based on client information gathered.
  • Maintained consistent client communication, performed reminder calls, and collected payments.
  • Assisted in claims processing to ensure timely resolutions.

Bodily Injury Claims Adjuster

Kemper Insurance
11.2018 - 02.2021
  • Investigated claims to assess liability and negotiated settlements based on facts of loss and injuries.
  • Negotiated terms and managed settlements with attorneys, claimants, and co-defenders.
  • Prepared complex case presentations for management, in-house legal team, and Claims Committee.
  • Interviewed relevant parties to evaluate claim denials or settlement options.
  • Managed high-volume claims, prioritizing deadlines while maintaining professionalism under pressure.

Language Instructor

Nova Holdings Ltd.
07.2014 - 09.2018
  • Established a positive classroom environment that promoted respect, collaboration, and open communication among students from diverse backgrounds.
  • Assisted students in preparing for standardized language exams, business trips, presentations, clubs, etc.
  • Immersed students in unfamiliar cultures by devising hands-on activities.
  • Developed personalized lesson plans for individual students to address their specific needs and improve overall performance.
  • Responded to diverse needs and tailored lessons to optimize learning outcomes for various class sizes and age range.


Education

Bachelor of Science - International Relations

The University of Alabama
Tuscaloosa, AL
12-2013

Minor - Italian

The University of Alabama
Tuscaloosa, AL
12-2013

Skills

    Technical Skills: Troubleshooting and Configuring Hardware/Software, Team Leadership, Project Management, Production Support, Process Improvement,
    Software Proficiency: Microsoft Office Suite (Word, Excel, PowerPoint), Ticketing Systems (ServiceNow, JIRA), deviceWise, Rockwell, Camtasia, Articulate, VMware, IT Service Management, Splunk, SQL
    Languages: Native English speaker; Conversational Japanese and Italian
    Soft Skills: Strong communication and interpersonal skills, adaptable, customer-service driven, resilient, resourceful, collaborative

Languages

English
Native or Bilingual
Japanese
Limited Working
Italian
Limited Working

Timeline

IT Line Support Team Lead

Sharp Decisions/American Honda Mfg. Inc.
03.2022 - Current

Licensed Property & Casualty Producer

State Farm
02.2021 - 03.2022

Bodily Injury Claims Adjuster

Kemper Insurance
11.2018 - 02.2021

Language Instructor

Nova Holdings Ltd.
07.2014 - 09.2018

Bachelor of Science - International Relations

The University of Alabama

Minor - Italian

The University of Alabama

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Aubrey Bacus