Stephanie Bush
Technical Support Manager
Atlanta,CA
Summary
Insightful Information Technology Manager with 28 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
27
27
years of professional experience
Work History
IT Support Desk Manager
Georgia Multiple Listing Service
03.2022 - Current
- Utilized data analysis tools to assess support desk performance metrics regularly; identified areas for improvement leading to increased operational efficiency.
- Coordinated secure system access of users to various department systems and platforms.
- Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Participated in regular management meetings, providing valuable input on system technical issues and collaborating with colleagues to develop strategies to resolve and roll out system bug fixes.
- Collaborated with other departments to address member needs promptly, resulting in improved overall member relations.
- Handled escalated member complaints tactfully while finding solutions that met their expectations; maintaining 88% customer rating..
- Spearheaded the QA and roll out of proprietary mobile app; receiving a 77% adoption rate with members and staff.
Data Compliance Administrator
Georgia Multiple Listing Service
01.2010 - 03.2022
- Enhanced regulatory compliance by implementing effective policies and procedures, resulted in 25% reduction in compliance violations.
- Conducted thorough investigations into potential violations, recommending corrective actions when necessary.
- Assisted in developing risk assessment methodologies to identify potential areas of non-compliance exposure.
- Reduced risk of non-compliance by 30% through regular audits and monitoring activities.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Warned violators of infractions or penalties.
- Assisted with development of compliance objectives and strategies.
Technical Support Representative
Georgia Multiple Listing Service
02.1998 - 01.2010
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates by 96% with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
- Assisted in the creation of knowledge base articles to help standardize support procedures across the organization.
- Fielded the highest number of inbound calls with a 100% customer satisfaction rating.
Education
Bachelor of Science - Cyber Security Risk Management
Bay Path University
Longmeadow, MA01-2025
Certificate - Food Science
Bay Path University
Longmeadow, MA01-2025
Skills
- Hardware support
- Customer communications
- Scheduling
- Software support
- Staff training
- Quality control guidelines
- Escalation management
- Customer de-escalation
- Process oversight
- Network Security
Additional Information
Owner of two small at home businesses Sweet SinSations Bakery and CrescentCityCraftsATL.
Timeline
IT Support Desk Manager
Georgia Multiple Listing Service
03.2022 - Current
Data Compliance Administrator
Georgia Multiple Listing Service
01.2010 - 03.2022
Technical Support Representative
Georgia Multiple Listing Service
02.1998 - 01.2010
Bachelor of Science - Cyber Security Risk Management
Bay Path University
Certificate - Food Science
Bay Path University
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