JULIE HARRISON
Operations Manager
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
23
23
years of professional experience
4
4
Certifications
Work History
RSC Supervisor
Konica Minolta Business Solutions
06.2016 - Current
- Day to day responsibilities included actively supervising technical support professionals while utilizing both Remedy and Service Now ITSM's
- Highly experienced in Service Now administration and report creations
- Handled employee performance reviews and performance concerns
- Communicated directly with IT Business decision makers including CIO's and COO's to deliver on our IT partnership
- Accountable for client satisfaction for high profile clients with unique needs.
Strategic Account Manager
Konica Minolta Business Solutions
01.2014 - 01.2016
- Maintain business relationships with client accounts and grow the account with new services
- Strategically align infrastructure architecture while continuously developing and optimizing business processes
- Oversee client relationship and ensure the continuation of a healthy relationship
- Strategic business alignment reviews to meet contractual obligations
Operations Manager
America's Remote Helpdesk
01.2005 - 01.2014
- Responsible for oversight of Helpdesk personnel
- Assisted with several areas of a Managed Service Provider such as; client on-boarding's, relationship management and project management initiatives
- Develop and implement strategic processes/procedures (SOP's) that optimize business support and client service functionality
- Perform continuing business reviews and data analysis necessary to reposition organizational support and service offerings based on client need
- Produce professional and business process training programs that ensure consistent employee performance across all service and administrative platforms.
Technical Support Analyst
Toyota Financial Services
01.2002 - 01.2005
- Provided desktop network support services focusing on hardware, OS, network and application troubleshooting issues to 600+ users
- Managed relational databases with end-user rights and successfully completed a large-scale migration from Windows 95 to Windows 2000.
Network Technician, Technical Support Specialist
Connectioneers Inc
01.2001 - 01.2002
- Advised clients on network and desktop support issues, investigated/resolved computer software and hardware problems and installed and maintained data communication wires and cables.
Help Desk Technician/Operations Support
NASA
01.2001 - 01.2002
- Supported up to 70 users within a client/server environment with main responsibilities encompassing system troubleshooting, email/word processing system support and Unix system troubleshooting.
Help Desk Technician
All First Bank
01.2001 - 01.2001
- Provided desktop support to over 2000 users in a client/server atmosphere with main responsibilities focusing on printer, software and network problem issue resolution.
Skills
Staff Management
Project Management
Training and mentoring
Strategic planning
Cultural Awareness
Training and Development
Financial Management
Business planning
Business administration
Contract Management
Operations management
Certification
ITIL 2011 Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
RSC Supervisor
Konica Minolta Business Solutions
06.2016 - Current
Strategic Account Manager
Konica Minolta Business Solutions
01.2014 - 01.2016
Operations Manager
America's Remote Helpdesk
01.2005 - 01.2014
Technical Support Analyst
Toyota Financial Services
01.2002 - 01.2005
Network Technician, Technical Support Specialist
Connectioneers Inc
01.2001 - 01.2002
Help Desk Technician/Operations Support
NASA
01.2001 - 01.2002
Help Desk Technician
All First Bank
01.2001 - 01.2001