Melanie Shaw
Raleigh,NC
Summary
Focused, goal-oriented, professional with over 20 years of application support and experience building and growing customer relationships through interpersonal skills and excellent service and product knowledge. Ensuring all customers receive exceptional assistance by communicating solutions and solving their problems. Adept at relationship building, database and information technology management, with a proven record of increasing constituent engagement, while maintaining high levels of customer satisfaction. Comprehensive experience in mission and business-critical organizations. Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
13
13
years of professional experience
Work History
FS Lead Technician/ Business Communications Specialist
MAXIMUS, Inc.
09.2022 - Current
- Provide Tier 3 Level support for requests that cannot be resolved remotely where on-site hands-on inspection and remediation is required
- Identify, research, and resolve technical issues for local and remote staff
- Maintain hardware inventory of assets within the appropriate management systems and ensure assets are properly documented
- Document, track, and monitor problems to ensure timely resolution within the established SLA
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids
- Work as liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting guidance for network and other related systems/equipment
- Serve as local Maximus Asset Management Coordinator for FEMA Outsourced Contact Center.
Acquisitions Team Lead
CISCO (Cameo Global)
08.2018 - 09.2022
- Monitored IT Customer Support Specialists to ensure effective and timely resolution of users' problems and queries
- Drove continuous improvement of existing processes within the operational model, developed new processes, or enhanced existing processes, including maintenance plans, procedural documentation, and custom tools for automation
- Identified trends, and emerging issues, engaged relevant stakeholders to develop project plans
- Managed day-to-day channel support and small-scale projects from initial assessment to implementation and streamlined ticket requests for user and/or platform-related issues
- Audited and monitored service management intake, incident resolution, request resolution, and backlog management against KPIs
- Developed long-term strategies to improve Enterprise CSATs and employee experience
- Performed incident resolution against established Service Level Agreements
- Led improvement and evolution of the services portfolio for the Acquisitions Team
- Maintained proper records and documentation of CSAT (Customer satisfaction score) and exchanges for Acquisitions Team
- Evaluated service statistics and provide comprehensive results for all CSATs.
WebEx Collaboration/Jabber SME and Application Support; Acquisitions Level 2 Application Support
CISCO (CompuCom)
11.2014 - 08.2018
- Performed advanced support, troubleshooting, and diagnostics of endpoints for Microsoft Teams Calling, Cisco Webex Calling, and other Cisco Collaboration solutions
- Used debugging/troubleshooting skills to diagnose software and hardware errors and compatibility issues and documented issues
- Provided live chat, email, and phone support to Cisco employees on Cisco Collaboration Tools
- Prepared new hires for the installation, took the customer through the installation process, and provided training and support to the customer post-installation
- Documented and managed customer interactions and served as platform expert to educate new employees.
Customer Success IT Application Analyst; Chat Analyst
CISCO (CompuCom)
05.2011 - 11.2014
- Managed critical customer escalations and coordinated communication between customers and Cisco engineering teams to ensure customer satisfaction and SLAs were met
- Proactively promoted positive customer relationships and mentored others to ensure client satisfaction and organizational success while managing customer expectations
- Assumed ownership of customer problems and worked with a sense of urgency to resolve incidents and problems while providing updates on work progress to the customer and others using call tracking system
- Assisted in configuration and troubleshooting Cisco virtual meeting applications such as Cisco, WebEx Teams, Cisco Jabber Softphone
Education
Bachelor of Science - Industrial Technology
Elizabeth City State University
Elizabeth City, NCSkills
- Auditing & Risk Management
- Project Management
- Cross Function Collaboration
- White Glove Customer Support
- Problem Identification & Solution
- Root Cause Analysis
- Client Relationship Management
- Customer & Business Goals Alignment
- Customer Success
- Cisco WebEx Meeting and Productivity Center
- Cisco Jabber Messenger and Phone
- Cisco Spark
- CVO
- Cisco VPN/AnyConnect
- Oracle-Based Systems
- IProcurement/IExpense/Concur
- Microsoft Office Suite
- Click to Chat
- Remedy
- Enterprise Service Platform (ESP)Tracking
- SharePoint
- Office365
- ServiceNow
- Smartsheet
- Cisco Collaboration Experience
- Duo
- SSO Login
- ITSM
- Remote Access Software
- SQL
- Microsoft Teams
- AWS
- Cherwell
- Customer Relations
Earlier Experience
- Network Engineer Technician | MCI Telecommunications
- Help Desk Analyst | North Carolina Department of Transportation
- System Software Consultant | Analyst International/North Carolina State University
Recent Accomplishments
Increased chat productivity by 20% and implemented new Premier Support Model as Acquisition Team Lead at CISCO.
Timeline
FS Lead Technician/ Business Communications Specialist
MAXIMUS, Inc.
09.2022 - Current
Acquisitions Team Lead
CISCO (Cameo Global)
08.2018 - 09.2022
WebEx Collaboration/Jabber SME and Application Support; Acquisitions Level 2 Application Support
CISCO (CompuCom)
11.2014 - 08.2018
Customer Success IT Application Analyst; Chat Analyst
CISCO (CompuCom)
05.2011 - 11.2014
Bachelor of Science - Industrial Technology
Elizabeth City State University
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