Steven Timpone
Lehigh Acres
Summary
With a proven track record at Chico'sFAS, I excel in application analysis and project management, enhancing productivity by 30%. My expertise in data analysis and strong communication skills have driven significant improvements in workflow optimization and customer satisfaction. I am adept at leading teams to achieve operational excellence and innovative problem-solving.
Overview
24
24
years of professional experience
Work History
Application Analyst
Chico'sFAS
12.2019 - 03.2025
- Designed and sustained tailored applications to streamline workflows, enhancing productivity by 30%.
- Supplied end-user assistance and training, leading to increased system usage.
- Partnered with multiple functional groups for requirement collection, solution design, and successful application rollout.
- Executed comprehensive testing to validate application functionality.
- Analyzed data systems and presented weekly reports to management.
- Worked closely with end-users to understand their needs and ensure satisfaction with application features.
- Documented troubleshooting and problem resolution steps, including tracking identified defects.
- Provided technical support for applications and users.
Supervisor, POS Help Desk
Chico'sFAS
12.2019 - 12.2021
- Supervised 26 technicians to deliver POS system support across more than 1200 stores.
- Developed online documentation for common processes for both support staff and end-users.
- Enhanced operational processes in the call center to drive a 20% uptick in productivity.
- Achieved a 15% boost in satisfaction metrics with proactive engagement and resolution of concerns.
- Streamlined process and documentation to keep department organized and operations running smoothly.
- Trained new employees on support processes, procedures, and knowledge base.
- Worked closely with senior management to develop strategies for improving customer service levels.
Associate/Sr. Associate
Chico'sFAS
06.2017 - 12.2019
- Advanced to senior-level position.
- Advanced to SSC Trainer position due to demonstrated capabilities and contributions.
- Recognized as SME for Store Systems and MDM Team during tenure of employment.
- Handled incoming calls to deliver technical support across 1300 Chico's, WHBM, and Soma locations.
- Resolved diverse technical problems including networking, software troubleshooting, VOIP challenges, iPad maintenance and hardware repairs.
- Collaborated with various departments to expedite ticket resolution.
- Logged detailed information on calls and problem-solving actions within Zendesk.
- Delivered impactful guidance to junior team members, enhancing overall workflow productivity.
Manager, POS Help Desk
Benseron Hospitality
07.2013 - 06.2017
- Oversaw operations of Help Desk staff based both domestically and internationally.
- Ensured accurate documentation of all calls in CRM within two minutes post-completion.
- Facilitated collaboration among departments to address escalated technological concerns.
- Cut onboarding period by two-thirds through streamlined training.
- Implemented a Zoho ticket system to monitor and analyze support ticket trends, resulting in improved problem-solving strategies
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Coached, mentored and trained team members in order to improve their job performance.
Help Desk Technician
POSabilities
06.2011 - 12.2013
- Managed an average of 65 incoming calls per day.
- Deliver timely effective solutions to technical problems.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Oversaw management of user accounts, permissions as well as network connectivity to guarantee efficient functionality.
- Provided exceptional customer support, resolving concerns efficiently.
- Maintained comprehensive records for enhanced clarity in support procedures.
Help Desk Technician
Alorica
01.2009 - 12.2011
- Delivered technical support for end-user troubleshooting of hardware and software problems.
- Delivered swift and effective solutions to user concerns with professionalism.
- Resolved escalated customer concerns that exceeded Tier 1 and Tier 2 capabilities.
- Addressed customer dissatisfaction by overseeing repair schedules, ensuring successful execution, and implementing unit replacements when necessary.
- Facilitated seamless execution of IT initiatives by coordinating cross-functional groups.
- Recorded and organized detailed logs of support inquiries and solutions.
Server/Bartender/Manager
01.2005 - 12.2009
- Extensive knowledge in customer service, ensuring exceptional dining experiences and fostering repeat business
- Proficient in handling high-volume shifts, prioritizing tasks, and managing a team of servers
- Skilled in preparing and serving a wide range of cocktails, maintaining bar inventory, and handling cash transactions
- Proven ability to handle customer inquiries and complaints efficiently, resolving issues and ensuring customer satisfaction
ABF Fueler
United States Navy
01.2001 - 12.2005
- Performed loading, unloading, and transfer of jet fuel efficiently.
- Supervised team of five in diversifying job roles.
- Analyzed onboard problems such as fires, water leaks, and explosions.
- Operated a variety of machinery and tools safely and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
Education
Bachelors of Science - Information System Security
ITT Tech
09-2012
Skills
- Data analysis
- Communication
- Problem-solving
- SQL
- Project management
- Time management
- Testing
- Documentation
- Troubleshooting
- Customer service
- Application support
- Technical documentation
- User training
- Workflow optimization
- Database management
- System integration
- Team collaboration
- Technical troubleshooting
- Process improvement
- Requirements gathering
- Application analysis
Timeline
Application Analyst
Chico'sFAS
12.2019 - 03.2025
Supervisor, POS Help Desk
Chico'sFAS
12.2019 - 12.2021
Associate/Sr. Associate
Chico'sFAS
06.2017 - 12.2019
Manager, POS Help Desk
Benseron Hospitality
07.2013 - 06.2017
Help Desk Technician
POSabilities
06.2011 - 12.2013
Help Desk Technician
Alorica
01.2009 - 12.2011
Server/Bartender/Manager
01.2005 - 12.2009
ABF Fueler
United States Navy
01.2001 - 12.2005
Bachelors of Science - Information System Security
ITT Tech
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