Summary
Overview
Work History
Education
Skills
Timeline
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Sabrina Swan

Auburn,WA

Summary

Talented leader with analytical approach to business planning and day-to-day problem-solving. Dedicated IT professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
9
years of professional experience

Work History

IT Support Manager

SkyKick Inc.
06.2020 - 10.2023
  • Managed and motivated team of 40+ employees, 7 direct reports, to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed email response and call quality to identify areas of improvement and make necessary adjustments.
  • Developed and implemented policies and technical documentation to achieve business goals and stay competitive.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance daily and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to direct reports.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Analyzed and reported on key performance metrics to senior management.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.

Technical Support Supervisor

SkyKick Inc.
06.2017 - 06.2020
    • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
    • Successfully oversaw team of 40+ support team members remotely from February 2020 to Oct. 2023 during required work from home period.
    • Adjusted job assignments and schedules for 40+ U.S, APAC and EMEA technical support team members to keep pace with dynamic business needs, factoring in processes, employee knowledge and partner demands.
    • Implemented company wide support coverage plans across U.S, APAC and EMEA regions for company events, holidays, trainings and system maintenance and outages.
    • Prepared and managed work schedules, vacation and sick time accurately on daily basis.
    • Drafted and posted communication banners and detailed technical information on company website to notify partners of upcoming support or platform changes or issues.
    • Oversaw and optimized work of 40+ team members, including 7 direct reports ranging from entry level to senior level technical support specialists performing high-quality technical troubleshooting work.
    • Identified individual employee's unique work styles and adapted management methods.
    • Charged with performance management and reviews, coaching, mentoring and training.
    • Helped foster culture of partner centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on partner success
    • Performed employee quality assurance reviews monthly and coached and trained accordingly, increasing quality of work and employee retention.
    • Lead bi-weekly team meetings consisting of group trainings, company updates, team building and introduction to new products or services.
    • Analyzed equipment breakdowns using various troubleshooting methods and created tickets with third party vendors for resolution.
    • Prepared support team performance reports of inbound support service level goals to C level management.
    • Scheduled team events to enhance productivity and improve employee morale.
    • Developed training, task and process guidelines and communicated clear and concise directions to employees.
    • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
    • Interviewed new employees for various company positions including support, engineering, sales and product development teams.
    • Maintained compliance with company policies, objectives and communication goals.
    • Communicated employee feedback and observational discoveries to senior officials, advocating for needed technical changes to products and services.

Technical Support Account Manager

SkyKick Inc.
09.2014 - 06.2017
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Monitored systems in operation and input commands to troubleshoot areas such as source server and destination server connectivity.
  • Processed over 200 support requests weekly for technical assistance on wide range of issues related to email migration and email backup services.
  • Trained partner base on use, functionality and application of offered services to resolve business problems.
  • Conducted in-depth product and issue resolution research to address partner concerns.
  • Followed up with partners to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Used Microsoft CRM Dynamics systems to manage and process support actions and requests.
  • Broke down and evaluated user problems using proprietary software, personal expertise and probing questions.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Cloud Backup services.
  • Activated accounts for partners interested in new services.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Answered 200+ incoming calls and emails from new and existing partners on email migration and email backup products.
  • Provided on-call support for critical server connectivity and data fidelity issues related to email migrations.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Education

Associate of Science - Computer Security And Network Administration

Lake Washington Institute Of Technology
Kirkland, WA
8 2014

Skills

  • Performance Management
  • Operations Management
  • Staff Management
  • Schedule Management
  • Policy Implementation
  • Staff Development
  • Complex Problem-Solving
  • Strategic Planning
  • Employee reviews
  • Technical issues analysis
  • Technical support expertise
  • Quality assurance
  • Reporting and data analysis
  • Microsoft Office Products
  • Microsoft Office 365 Administration
  • Microsoft CRM Dynamics

Timeline

IT Support Manager

SkyKick Inc.
06.2020 - 10.2023

Technical Support Supervisor

SkyKick Inc.
06.2017 - 06.2020

Technical Support Account Manager

SkyKick Inc.
09.2014 - 06.2017

Associate of Science - Computer Security And Network Administration

Lake Washington Institute Of Technology

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Sabrina Swan