Colleen Housel

Work History

Bealls Inc.

01.2020 - Current

Spearheaded the successful completion of various projects through effective leadership, resource management, and collaboration with cross-functional teams.
Collaborate closely with systems team on support initiatives and projects.
Initiated regular preventive maintenance routines to minimize equipment failure rates and extend the life of company assets.
Vendor and service agreement management
Direct management of equipment inventory for facilities.

Bealls Inc.

06.2014 - 01.2020

Mentored junior team members, providing guidance and support for their professional growth.
Established communication protocols within the team to promote collaboration and information sharing among colleagues.
Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
Managed life cycle replacement of hardware and software.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.

Bealls Inc.

06.2011 - 06.2014

Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
Used ticketing systems to manage and process support actions and requests.
Managed high levels of call flow and responded to technical support needs.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

Beall's Inc.

04.1996 - 06.2011

Diagnosed software issues and applied troubleshooting techniques to resolve problems.
Executed remote support and troubleshooting initiatives for over 500 locations.
Collaborated with cross-functional teams to complete projects on time, ensuring client satisfaction and meeting business objectives.
Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Installed, tested and documented result for new software packages, technologies and tools.
Managed inventory across 500+ locations.