Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Work Availability
Timeline
Hi, I’m

Seanyce Brighthaupt

Forney,TX
Where you stumble and fall, there you discover the gold.
Joseph Campbell
Seanyce Brighthaupt

Summary

As a seasoned IT professional transitioning into the field of HR, a unique perspective is brought to the table, leveraging analytical and problem-solving skills to drive success. A passion for HR, coupled with exceptional communication and interpersonal abilities, enables effective collaboration with cross-functional teams and maintains positive relationships with stakeholders at all levels. The commitment is to leverage expertise in IT and project management to support the recruitment and development of top talent, foster a positive workplace culture, and achieve organizational success.

Overview

6
years of professional experience
1
Certification

Work History

Insight Global

Queue Manager
03.2022 - 03.2023

Job overview

  • Steered all Microsoft Azure Cyber Security queues, promptly answered external and internal case inquiries while supporting management of tickets throughout their lifecycle
  • Orchestrated with cross-functional teams to identify and resolve software bugs, designate engineer case assignment, scheduling, and queue-related incidents
  • Analyzed data using cutting-edge tools to measure queue performance and identify areas for improvement, resulting in 80% reduction in service request backlog
  • Boosted overall service level agreements (SLAs) by 95% by driving implementation of innovative service delivery strategies
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Onboarded new employees with training and new hire documentation
  • Cross-trained existing employees to maximize team agility and performance
  • Communicated clearly with employees, executive management and stakeholders providing transparency, reduced wait times, and ameliorate workflow

MicroHealth LLC

Project Manager (Coordinator)
09.2019 - 09.2021

Job overview

  • Collaborated with internal and external stakeholders to identify and manage project dependencies, risks, and issues, ensuring that projects were delivered on time, within scope, and budget
  • Extended detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines
  • Achieved project milestones prematurely by 4% coordinating with SMEs to manage performance while intervening client concerns and taking corrective action as needed
  • Diligently monitored project progress and communicated project status to stakeholders, identifying and mitigating risks and issues that impact baseline
  • Developed and maintained comprehensive project plans, budgets, and schedules, ensuring that project documentation and artifacts were complete, accurate, and timely
  • Implemented agile project management methodologies and tools to increase project efficiency and responsiveness to changing requirements

STS Systems Integration LLC

Tier II Help Desk Support
06.2017 - 11.2018

Job overview

  • Delivered expedient and proficient resolution to Tier II support requests from end-users by troubleshooting software and hardware issues, network connectivity problems, and system configuration errors
  • Documented all support requests with meticulous detail by recording issues and resolutions in ticket tracking system and ensuring that all relevant information was reported to appropriate parties
  • Achieved 93% satisfaction rating and continuous recognition through proactive one-call resolutions of customer incidents
  • Translated complex technical issues into digestible language for non-technical users and created IT knowledge base forums and brochures.
  • Participated in and led continuous training opportunities to hone craft and build leadership skills
  • Successfully rendered real-time coaching, SOP guidance, and feedback to oncoming GSC agents to achieve development goals
  • Proven ability to learn quickly and adapt to new situations

Education

Bowie State University
Bowie, MD

B.S from Mass Communications, Public Relations
2012

Skills

  • Project Management
  • IT Expertise
  • Business Acumen & Strategic Thinking
  • Scheduling and Coordinating
  • Key Performance Indicators (KPI)
  • Timelines and Milestones
  • Time Management
  • Employee Training and Onboarding
  • Confidentiality
  • Issue and Conflict Resolution
  • Project Facilitation
  • Risk Management
  • Employee Relations & Engagement
  • Change Management & Leadership
  • Performance Metrics & Analysis
  • Customer Service & Relationship Management
  • Active Directory & Microsoft 365
  • Outlook, Teams, Skype, Zoom, Slack, Remedy, ServiceNow, WFM, CRM, SLA

Affiliations

Talent Acquisition: Agile at identifying top talent and executing successful recruitment and onboarding strategies to build a talented and diverse workforce.


Employee Relations: Experienced in managing and resolving employee relations issues with a solutions-driven approach, resulting in increased employee engagement and satisfaction.


Compliance & Risk Management: Expert in ensuring 100% compliance with federal, state, and local labor laws, regulations, and policies to mitigate risks and protect the organization.


Change Management: Skilled in managing organizational change through effective communication, stakeholder engagement, and change management techniques.


Performance Metrics: Proficient in developing and tracking key performance metrics to measure and optimize business operations and initiatives for maximum impact.

Certification

  • SEC+ CE
  • PMP (In progress)
  • ITIL (In progress)
  • HRCI (In progress)
Availability
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Timeline

Queue Manager

Insight Global
03.2022 - 03.2023

Project Manager (Coordinator)

MicroHealth LLC
09.2019 - 09.2021

Tier II Help Desk Support

STS Systems Integration LLC
06.2017 - 11.2018

Bowie State University

B.S from Mass Communications, Public Relations
Seanyce Brighthaupt