Summary
Overview
Work History
Education
Skills
Accomplishments
College Awards
Timeline
Generic

Kory Bridges

Charlotte,United States

Summary

Experienced with operational process optimization and efficiency improvements. Utilizes advanced engineering techniques to streamline workflows and enhance productivity. Track record of successful project management and technical problem-solving.

Overview

17
17
years of professional experience

Work History

Systems Operations Engineer

Wells Fargo Bank
10.2017 - 07.2024
  • Supported, diagnosed and resolved wholesale partners technical issues related to large-scale applications, systems, and databases.
  • Identified compliance process improvement opportunities within technical support strategies with partners that included financial crimes and audit reviews.
  • Provided tier 2 support for large compliance program through various channels, adhering to escalation guidelines for unresolved issues.
  • Spearheaded plans and methods to establish new process guidelines which improved system performance by 80%.
  • Executed incident, problem, and change management across diverse applications and technologies.

Technical Support Specialist 3

Time Warner Cable
10.2012 - 11.2017
  • Triage customers via phone and email to resolve Tier I/II technical issues, including but not limited to cable modem provisioning, router configuration, LAN configuration, networking, and general software troubleshooting.
  • Onboarded new hires through a comprehensive training program, including observational learning, hands-on practice, and ongoing shadowing.
  • Work incidents, problems, and request ticket queues to ensure all tickets are completed on time and to satisfaction.
  • Drive remediation activities, run incident conference calls, and provide status on active issues and projects.
  • Execute incidents, problems, change, and release management across a wide range of applications and technologies.
  • Billing support, that included payments, collections, and payment arrangements to meet departmental metrics.

Business Systems Specialist

City of Charlotte, City Mangers Office/CharMeck 311
07.2007 - 10.2012
  • Develop business architecture using business requirements such as scope, processes, alternatives, and risks.
  • Achieved a 40% boost in response times from agents by reviewing business requirements and processes through document analysis, interviews, and workflow analysis.
  • Conduct 5+ levels of testing including functionality, regression, user acceptance, integration and performance to verify the client’s needs are met.
  • Provided input into developing and modifying disaster recovery solutions to meet department needs and developing business specifications to support these modifications.
  • Project lead in developing new process workflow for internal and external new hire onboarding that decreased 50% delays in approvals for new hire approval login information.

Team Lead

City of Charlotte
06.2007 - 07.2008
  • De-escalated high tension calls and resolved conflicts, which helped improve user response time and decreased call backs by 30%
  • Spearheaded new hire training and development, including hands-on experience, leading CSR refresher sessions, and providing continuous guidance on daily tasks
  • Provided coaching opportunities for struggling or low-performing agents to improve product knowledge and processes.
  • Billing assistance from utility customers, that included payments, collections, and payment arrangements to satisfy all customer requests.

Education

BSIT -

Capella University
06.2026

High School Diploma - undefined

Victory Christian Center School
05.1996

Skills

  • Networking: TCP/IP, DHCP, DNS
  • Hardware
  • Security: firewall knowledge
  • Troubleshooting
  • Operating Systems: proficiency with Microsoft Windows
  • Active Directory
  • Systems Engineering
  • KPI tracking

Accomplishments

  • Contributed to a reduction in operational costs of 12%.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Increased number of resolved job tickets by 20% over previous year.
  • Collaborated with team of 12 in the development of New Hire Project.

College Awards

Dean's List - School of Business, Technology, and Health Care Administration - Spring 2021

Dean's List - School of Business, Technology, and Health Care Administration - Winter 2022

The National Society of Leadership and Success (NSLS) / 2021 - 2022

Timeline

Systems Operations Engineer

Wells Fargo Bank
10.2017 - 07.2024

Technical Support Specialist 3

Time Warner Cable
10.2012 - 11.2017

Business Systems Specialist

City of Charlotte, City Mangers Office/CharMeck 311
07.2007 - 10.2012

Team Lead

City of Charlotte
06.2007 - 07.2008

High School Diploma - undefined

Victory Christian Center School

BSIT -

Capella University

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Kory Bridges