Connor Macleod
Moscow,ID
Summary
Dedicated and detail-oriented Program Coordinator with experience in customer support, humanitarian relief efforts, and SaaS implementations. Proven ability to coordinate complex programs, manage multiple stakeholders, and drive operational efficiency in fast-paced and dynamic environments. Skilled in leveraging technology to enhance program delivery, improve outcomes, and support vulnerable populations.
Overview
18
18
years of professional experience
Work History
K12 Implementation Specialist
Nelnet - FACTS Management
11.2021 - Current
- Managed end-to-end implementation of FACTS products and services for school clients, ensuring timely and seamless integration.
- Collaborated with cross-functional teams to deliver exceptional client support and enhance customer experience.
- Designed and delivered customized training programs, maintained accurate records, and contributed to process improvements.
- Ensured high-quality implementations, data integrity, and client satisfaction through meticulous project management and technical expertise.
Program Coordinator 釋傳一
Tzu Chi Foundation
07.2007 - Current
- Managed logistics operations to support disaster and humanitarian relief efforts worldwide
- Developed and implemented strategies to optimize relief delivery and enhance program impact
- Worked closely with international teams to advance the foundation's mission and objectives
- Applied expertise in logistics and program management to drive successful outcomes and support the organization's commitment to medical aid, disaster relief, and environmental sustainability
- Coordinated with local communities and stakeholders to ensure culturally sensitive and effective relief responses, fostering strong relationships and promoting long-term recovery and resilience
Customer Support Lead
Option C
07.2018 - 11.2021
- Supervised help desk operations, ensuring timely issue resolution and high-quality support for diverse software and hardware issues.
- Led onboarding processes, conducted beta testing, and collaborated with development teams to drive product improvements.
- Designed and delivered training programs, both on-site and virtual, to enhance customer knowledge and user engagement.
IT Support Supervisor
Consumer Direct Care Network
09.2012 - 11.2016
- Supervised a team of 7 IT professionals, driving performance and productivity while delivering exceptional customer service to 500+ end users.
- Administered IT ticketing system, achieving a 93% reduction in ticket closure time through process improvements and proactive management.
- Managed IT operations, trained new employees, and developed online training courses, ensuring compliance and fostering collaboration across departments.
Education
Bachelor of Science - Secondary Education
University of Idaho
Moscow, ID05.2007
Associate of Arts - General Studies
College of Southern Idaho
Twin Falls, ID07.2004
Skills
- Technical Expertise: CRM administration, IT troubleshooting, software implementation, and data integration
- Leadership & Collaboration: Team leadership, stakeholder engagement, cross-functional collaboration, and strategic planning
- Training & Development: Training facilitation, learning development, educational program design, and technical training delivery
- Project Management: Project management, requirements analysis, change management, and process improvement
- Customer Focus: Customer onboarding, client relationship management, end-user support, and performance metrics tracking
Timeline
K12 Implementation Specialist
Nelnet - FACTS Management
11.2021 - Current
Customer Support Lead
Option C
07.2018 - 11.2021
IT Support Supervisor
Consumer Direct Care Network
09.2012 - 11.2016
Program Coordinator 釋傳一
Tzu Chi Foundation
07.2007 - Current
Bachelor of Science - Secondary Education
University of Idaho
Associate of Arts - General Studies
College of Southern Idaho
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