Sasha Ross

Accomplished Senior-Level Leader eager to contribute 20+ years of experience in Help Desk Operations, IT Support, Customer Success, and Project Management toward maximizing an employer’s success Influential self-starter who quickly rectifies on-site and virtual challenges by streamlining global IT operations, eliminating ongoing issues affecting user experience, and adapting to evolving scenarios in fast-paced settings Prioritize and manage multiple projects while achieving on-time, on-budget KPIs and high-quality goals Dynamic communication and interpersonal relation skills with a continual commitment to discussing IT discrepancies, corrective actions, and strategies for reducing issues resolution times, enhancing business continuity, and optimizing operational efficiencies with cross-functional teams and leadership Motivating, hands-on leader experienced in building, managing, and training high-performance teams Adept at quickly earning the trust, confidence, and respect to cultivate positive relationships that lead to increases in satisfaction, retention, and repeat business with customers

Information Systems Security Management Professional (ISSMP)

Snyder Diamond, IT Manager, 4 Years

• Restaurant Brands International, Technical Support Manager, 2023, Present, Play a vital role in ensuring the seamless operations of the company’s technical service activities. Effectively manage, motivate, and coach a high-performance team of IT, engineering, and maintenance staff. Provide valuable training and guidance for staff to meet daily goals for efficiency and customer satisfaction.
• Orangetheory Fitness, Information Technology Support Manager, 2021, 2023, Offered the necessary resources and training for global onshore and offshore IT teams to succeed in delivering high-quality technical support for enterprise IT hardware and software. Skillfully developed and implemented IT strategies to improve customer and user experiences, as well as process efficiencies, issue resolution time, and business growth. Remained in constant contact with cross-functional teams and operational/technical stakeholders to communicate emerging technologies, issues, and areas of improvement.
• Accertify, Inc., Global Manager, IT Service & Support, 2016, 2021, Recognized for achieving outstanding compliance scores during multiple audits, including 99% and 100% in 2 SOX audits conducted by PricewaterhouseCoopers (PwC) and 98% and 100% in SAS70 compliance audits. Successfully decreased licensing costs by 30% with savings of $100K+ within 1 year of migrating legacy solutions in an SAS environment. Directed teams throughout the resolution of technical issues and management of special projects. Strategically coordinated, planned, and managed the delivery of advanced tools, workflows, and strategic processes for enhancing technical support efficiency based on operational trends and requirements.
• AV Costar, Senior Manager, Technical Services & Support, 2014, 2016, Worked collaboratively with global Help Desk teams in creating best practices and strategies for ensuring the successful support of multilingual users across 3 continents. Oversaw the implementation of SLAs, escalation procedures, and priority levels to enhance overall visibility and transparency. Drove increases in the performance, readiness, and professional development of the technical support team through the execution of training programs. Streamlined and expedited support processes to maximize productivity and resource allocation.
• Condusiv Technologies, Technical Services & Support Specialist, 2011, 2014, Delivered dynamic technical support to customer accounts by overseeing the diagnosis and resolution of complex hardware and software issues. Kept lines of communication open with engineering teams to ensure functionality and uptime within various production environments including Fortune 500 companies. Expertly created training documentation, reference materials, and other resources to assist customers with understanding software product use and administration.
• Southland Data Processing, Inc., IT Manager, 2010, 2011, Coordinated the execution of IT governance frameworks and policies by industry best practices and regulatory requirements. Led regular vulnerability assessments, penetration testing, and employee security awareness training in support of IT security initiatives. Designed an enterprise-wide disaster recovery plan that consisted of backup and restoration procedures to ensure business continuity.
• Snyder Diamond, IT Manager

• Collaborated with a team in the development of the MindTouch SaaS self-service portal.
• Resolved product issues through consumer testing.
• Achieved a 40% reduction in IT hardware and software expenditures.
• Developed an all-in-one Self-Service client portal.
• Maintained 93% CSAT scores.
• Achieved 100% GDPR score conducted by external auditors.
• Migrated Self-Service portal to American Express.
• Managed a team of 25 iOS and Android developers.
• Recruited, trained, and mentored Support staff.
• Created internal and external escalation processes.
• Developed the company's first technical documentation repository.