Lisa Tryon

Work History

Alorica

03.2021 - 02.2024

Built and led a global Tier III IT endpoint support team from the ground up — designing workflows, KPIs, and QA frameworks that scaled across four regions and became enterprise standards for performance and quality
Met a high-priority target set by the CIO — hired and onboarded 30+ technicians in 2 months to launch global 24/7 live chat coverage, boosting accessibility and accelerating resolution times
Built and maintained centralized knowledge bases used by technicians, end users, and support staff to standardize troubleshooting, streamline live chat support, and reduce handle time across global operations
Directed over 25K annual user interactions across enterprise platforms, achieving 99% SLA compliance through workflow redesign and regional staffing optimization
Implemented templated troubleshooting protocols and service workflows, reducing handle time by 45% and wait time by 82%
Partnered with analytics team to integrate Power BI dashboards, boosting executive visibility across KPIs and service metrics
Facilitated the transition of capital labor reporting into a ServiceNow-automated system in coordination with the CIO’s office
Led resolution paths for Sev-1 and Code Red incidents via client bridge calls and escalation playbooks, reducing critical downtime by 35%
Strengthened global support culture by implementing structured coaching and onboarding workflows and driving cross-team alignment across infrastructure and business units

Alorica

01.2018 - 03.2021

Supervised a 15-member endpoint support team across multiple sites, standardizing troubleshooting workflows to improve resolution accuracy and responsiveness
Transformed underperforming support locations through targeted coaching, documentation rollout, and structured performance reviews, increasing resolution rates by 25%
Resolved 96% of escalated service issues within SLA, reducing outages and delays across distributed support environments
Compiled and submitted district-wide capital labor reports for technicians, supervisors, and managers across North America; partnered directly with the CIO and executive assistant to support workforce planning and budget alignment
Redesigned ticket handling and shift protocols to reduce resolution times by 32% and improve customer satisfaction by 20%
Improved team efficiency by 34% through QA analysis and escalation policy revisions, while reducing rework by 28% via root-cause audits

Alorica

05.2017 - 01.2018

Spearheaded backlog reduction of 500+ support tickets across four regions via hands-on resolution sprints, improving service efficiency by 33%
Created internal coaching guides and knowledge-sharing tools, enabling remote operations and cutting resolution time by 30%
Developed ticket handling standards and compliance tools, elevating site-wide KPI adherence
Mentored junior technicians through documentation walkthroughs and scenario-based training, lifting first-contact resolution by 12% and reducing ticket time by 23%

Alorica

Terre Haute, IN

04.2012 - 05.2017

Configured over 800 user devices through deployment, patching, and endpoint security setup, maintaining full audit compliance and reducing provisioning delays
Refined response workflows with cross-functional teams, shortening incident resolution time by 30%
Managed system patching, deployment, and asset registration processes, boosting service desk throughput by 25%
Maintained 100% audit readiness through process documentation, onboarding checklists, and SLA verification
Utilized Remedyforce to triage incidents, route escalation tickets, and monitor SLA targets within an ITIL-aligned ticketing environment