Steve Muma
Puyallup
Summary
Inventive Operations Engineer ready to augment ongoing business processes and design more productive operating procedures. Results-focused Industrial Engineering professional specializing in building and leading high-performance teams.
Overview
12
12
years of professional experience
Work History
Associate Operations Engineer
BECU
04.2023 - Current
- Developed and maintained standardized operating procedures for numerous functions and tasks to streamline Type operations.
- Analyzed operability requirements for upgrades and new equipment installations.
- Coordinated engineering assignments for multiple simultaneous projects to fulfill prescribed project requirements.
- Completed walk-downs and on-site inspections during equipment installations and change management phases.
- Designed administrative and maintenance procedures to provide optimal service uptimes and minimize service disruptions.
- Drafted and updated operations and maintenance manuals to correspond to owned hardware and software assets within overseen equipment.
- Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies and systems.
- Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
- Established key performance indicators for measuring success in operations engineering projects, driving continuous improvement efforts across the team.
- Troubleshot complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations.
- Led root cause analyses to identify and address problems in industrial production.
Service Desk Analyst
BECU
01.2022 - 03.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware, devices, and software to set up work stations for employees.
Technical Support Representative
BECU
04.2017 - 12.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Contact Center Representative
BECU
06.2016 - 03.2017
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Adhered to strict confidentiality guidelines when handling sensitive customer information.
Customer Services Manager
Xerox
09.2013 - 05.2016
- Successfully managed the activities of 15 team members
- Created training manuals targeted at resolving difficult customer issues
- Monitor daily activities of 5 customer support teams
- Provide detailed monthly departmental reports and updates to senior management
- Resolved escalated customer questions, issues and complaints.
Customer Service Representative
Xerox
07.2012 - 08.2013
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Demonstrated mastery of customer service call script within specified timeframes
- Customer satisfaction rating of 92% within 13 months exceeding corporate target
- Troubleshoot product errors and provide solutions and resources.
Warehouse Manager
Select Staffing
01.2012 - 07.2012
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction
- Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Education
High School Diploma - Chemistry
Upper Hill School
01.2004
Skills
- Client Relation Specialist
- Conflict Resolution Techniques
- Team Management
- Deadline-oriented
- Skilled at Multi-tasking
- Meticulous Attention to Detail
- Persuasive
- Talent Development
- Focused on Customer Satisfaction
- Dependable
- KPI Tracking
- Quality Improvement
- Root Cause Analysis
- Project Management
- Technical Analysis
- Cross-Functional Collaboration
- Performance Metrics
- Key Performance Indicators
- Employee Engagement
- Quality Assurance
- Customer Service
- Cross-functional Team Leadership
- Continuous Improvement
- Staff Training and Development
Timeline
Associate Operations Engineer
BECU
04.2023 - Current
Service Desk Analyst
BECU
01.2022 - 03.2023
Technical Support Representative
BECU
04.2017 - 12.2021
Contact Center Representative
BECU
06.2016 - 03.2017
Customer Services Manager
Xerox
09.2013 - 05.2016
Customer Service Representative
Xerox
07.2012 - 08.2013
Warehouse Manager
Select Staffing
01.2012 - 07.2012
High School Diploma - Chemistry
Upper Hill School
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