Kendra Stroud

• Conducted comprehensive needs assessments to identify client challenges and opportunities, analyzing organizational processes, systems, structures to provide data- driven insights and recommendations for improvement
• Assessed client’s customer service processes and implemented improvements, increasing customer satisfaction scores by 25%
• Analyzed customer data and identified cross-selling opportunities, leading to a 10% increase in average transaction value for clients
• Delivered presentations and deliverables to communicate project findings, recommendations, and implementation plans to clients, ensuring clarity, accuracy and insights on industry trends and emerging technologies, increasing client awareness and driving innovation initiatives
• Offered strategic consulting services to clients, assessing their business goals, analyzing market trends, and developing tailored strategies to drive growth, increase efficiency, and enhance competitive advantage
• Managed project budgets ranging from $40,000 to $100,000 ensuring projects were completed within budget and delivering positive return on investment for clients
• Cultivated relationships with clients, serving as a trusted advisor, actively listening to their needs, maintaining open lines of communication, and delivering exceptional customer service to foster client satisfaction and loyalty.

• Supported Coinbase’ SaaS tools, delivered 94% SLAs to the business when troubleshooting tickets Conduct full company meetings on a light agile basis
• Identified, researched and recommended a new ISP, cutting the company’s WFH costs by also alleviating WFH associates issues with down time
• Organized a cross functional team to include legal, product, engineering-Create dashboards thus improving client and vendor satisfaction by 34%Built reports in Excel and dashboards in Tableau using functions, pivot tables, and charts to conduct trend analysis on the crypto market
• Fostered a customer-centric culture within the help desk team, emphasizing excellent communication and a high level of customer satisfaction
• Conducted user training and provided technical guidance to enhance front/end user knowledge and productivity
• Contributed to the development and improvement of help desk procedures and knowledge base documentation
• Collaborated with IT teams utilizing ITSM processes to test and implement software updates and system upgrades.
• Upgraded operating systems and computer software to perform compatibility with programs.
• Patched software and installed new versions to eliminate security problems and protect data.

• Modified and migrated 8 departments to Slack, Workday and Google Gmail workspaces to complete company migration
• Documenting and following up on important actions and decisions from meetings to maintain 100%migration performance
• Prepare necessary presentation materials for meetings
• Ensure project deadlines are met to exceed client expectations
• Determining project changes, Active Directory
• Assess project risks and issues and provide solutions, where applicable
• Managed IT assets and inventory, ensuring availability and proper functioning of hardware, software, and equipment
• Documented and tracked support requests using SNOW, Remedy, etc.,confirming timely resolution and accurate records.
• Assisted with setup installation, on/off boarding, deployment, wiping of computers, configuration of computer systems, software applications, and peripheral devices
• Maintain and monitor project plans, project schedules, work hours, budgets and expenditures.

Mobile device setup

• User profile migrations Broad hardware and software knowledge including Desktops
• Laptops
• Active Directory Administration, iOS, Android
• Windows 10 Applications and Products: Office 365, SharePoint, Excel and a host of others
• Led a team of IT help desk technicians, providing guidance, training, and support to ensure efficient and effective operations
• Collaborated with cross-functional teams to identify and address recurring technical problems and implement preventative measures.
• Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress.
• Coordinated system training for employees, enabling personnel to remain current on latest practices and procedures.
• Designed and delivered training classes to diverse audience with varied skill levels.
• Communicated and explained business requirements to team members to understand and implement functional demands.

• Front/End user support diagnosing, reporting, and resolving or correcting hardware and software issues while operating in training, knowledge base, desk side, process, ticket reviews, team leader cover Install
• Maintain and troubleshoot hardware/software according to company standards; reconfigure existing systems and perform system upgrades
• Operate in a specified Senior Analyst role, within the Global Service Desk Quickly learn and master new technology, Active Directory, equally successful in both team and self-directed settings, proficient in a range of computer systems
• Utilizing the company ticket management system to track calls and incidents, down time, slow downs, assisted with escalation needs, research solutions, open/pending ticket follow up Reconfigure existing systems, perform upgrades as required Monitor and escalate issues until resolution, closure or the appropriate team accepted receipt.

• Received merit-based increases due to productivity Quickly learn and master new technology, equally successful in both team and self-directed settings, proficient pin a range of computer systems
• Utilize the company ticket management system to track calls and incidents, down time
• Assisted with escalation needs, research solutions, open/pending ticket follow up
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Configured hardware and granted system permissions to new employees.
• Provided on-call support for critical issues related to Software.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Access Requests, Active Directory and verified approved Network Access
• Configured hardware, devices, and software to set up work stations for employees.