SASHA ROSS
IT Professional - Service & Support
West Palm Beach,FL
Overview
20
20
years of professional experience
Work History
Global Technical Support Manager
Restaurant Brands International
Miami, FL
06.2023 - 07.2024
- Revamped technical service workflows, reducing system downtimes by and elevating customer satisfaction by 25%
- Enhanced operational efficiency for 15 projects, ensuring a 95% on-time delivery rate
- Streamlined support workflows, cutting response times by 40% and boosting customer satisfaction by 35%
- Led team in task allocation and feedback processes, achieving a 25% increase in productivity for four principal projects
- Revamped organizational processes to slash project timelines by 20%, resulting in a 5% uptick in project throughput
- Spearheaded four strategic projects, catalyzing a 20% rise in company revenue over one year
Global Manager of Technology Support, Orangetheory Fitness
Boca Raton, FL
09.2021 - 03.2023
- 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
- Conducted performance evaluations for 95 employees, improving skills and productivity by 20%
- Identified customer needs, leading to a 25% improvement in supply chain capacity and a 15% increase in quality ratings
- Resolved 10000+ customer issues, enhancing satisfaction scores by 35% through effective problem-solving and immediate action
- Reduced waste and pursued revenue development strategies to keep the department aligned with sales and profit targets
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty
Global Manager
Accertify, Inc
Santa Monica, CA
01.2016 - 01.2021
Education
Masters of Science - Management Information Systems & Services
Syracuse University
01.2027
Bachelor of Science - Information Technology & Project Management
Western Governors University
01.2021
undefined
01.2014
Skills
- Inventory Control
- Gap Analysis
- SLA management
- Incident Management
- QBR Development
- Vendor Management and Relations
- KPI Reporting
- Operations Management
- Budget Administration
- Policy Development
- Penetrative Testing
- Infrastructure Support
- Root Cause Analysis
- SaaS Solutions
- Office 365 Administration
- Coupa and Concur
- Global Support Administration
- Asset Management
- Network Administration
- Escalation Management
- JIRA, Service Desk, and Service Now
- Process Development
- System Administration
- Training and Mentoring
- Capital Expenditures
- Technical Writing
- Project Management
- Procurement
- Cost Center and General Ledger
- Software Lifecycle Management
- Confluence, SharePoint and
- OneDrive
- Microsoft Project and Monday
- Technical Troubleshooting
- Customer communications
- Quality control guidelines
- Vendor Relations
- Software Support
- Escalation management
- Operations Oversight
- Process Design
- Process oversight
- Remote Support
- Customer Support
- Training and mentoring
- Ticketing system expertise
- Customer Support Management
- Staff Training
- Managing service level agreements
- ITIL Knowledge
- Hardware support
- Service Desk Management
- Customer de-escalation
- Scope Definition
- IT infrastructure proficiency
- Operational Reporting
- Project lifecycle management
- Project Planning
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Excellent Communication
- Organizational Skills
- Decision-Making
- Team building
- Interpersonal Skills
- Analytical Thinking
- Project Leadership
- Goal Setting
- Professionalism
- Time management abilities
- Written Communication
- User Support
- Technology Integration
- Professional Demeanor
- Budget Control
- Analytical Skills
- Equipment procurement
Accomplishments
- Information Systems Security
- Management Professional (ISSMP)
- Earned recognition for achieving compliance scores of 99% & 100% in SOX audits, and 98% & 100% in SAS70 audits, by PricewaterhouseCoopers
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Established team priorities, maintained schedules and monitored performance
- Planned, created, tested and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Leveraged data and analytics to make informed decisions and drive business improvements
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement
- Senior Manager, Technical Services & Support
- Arecont Vision2014 - 01/2016 Glendale, CA
- Led collaboration with global Help Desk teams, developing best practices that enhanced support for multilingual users across 3 continents
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Recommended and implemented successful strategies to maximize revenue
- Held monthly meetings to create business plans and workshops to drive successful business
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Global Technical Support Manager
Restaurant Brands International
06.2023 - 07.2024
Global Manager of Technology Support, Orangetheory Fitness
09.2021 - 03.2023
Global Manager
Accertify, Inc
01.2016 - 01.2021
Masters of Science - Management Information Systems & Services
Syracuse University
Bachelor of Science - Information Technology & Project Management
Western Governors University
Similar Profiles
Erin TynerErin Tyner
Senior Manager, Operations at Restaurant Brands InternationalSenior Manager, Operations at Restaurant Brands International
Gunjan Sagar Gunjan Sagar null
Brand Analyst at Restaurant Brands InternationalBrand Analyst at Restaurant Brands International
Paulius DilkaPaulius Dilka
IT Release Manager at Restaurant Brands InternationalIT Release Manager at Restaurant Brands International
Luka PejcicLuka Pejcic
Financial at Restaurant Brands InternationalFinancial at Restaurant Brands International
Thaddeus RobersonThaddeus Roberson
Air Operations Supervisor at Norwegian Cruise Line Holdings LTDAir Operations Supervisor at Norwegian Cruise Line Holdings LTD