Summary
Overview
Work History
Education
Skills
Timeline
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Taeha Hanshaw

REMOTE

Summary

Ambitious and analytical IT professional with a growth mindset and process improvement background. Offering a strong project management skillset to drive process improvement, business operations, and customer relations. Friendly and approachable with excellent communication and leadership skills.

Overview

4
4
years of professional experience

Work History

Process Analyst

Upshop
02.2023 - Current
  • Perform process mapping and create flowcharts
  • Created on-call rotation for Support
  • Created and revised SOPs to optimize customer relations
  • Create and implement onboarding of new team members
  • Continued training of team members
  • Perform root cause analysis, audits, track and report trends, track metrics, and work with leadership to redefine SOPs
  • Use Lean Six Sigma Methodology to drive process creation and improvement
  • Perform Audits of case flow to ensure proper case management
  • These accomplishments have shown a increased CSAT score of 100% CSAT score for 2 months and going strong!

Software Support Specialist - Contractor

Upshop Through Clover IT
05.2022 - 02.2023
  • Monitor systems and manage customer support case flow for grocery customers worldwide
  • Provide customers with timely solutions to software issues and prompt escalations when needed
  • Perform root cause analysis, audits, track and report trends, track metrics, and work with leadership to ensure root cause resolution
  • Began Support Process Analyst duties

POS/LAN/Software Support Specialist

Data Systems, Inc.
08.2020 - 05.2022
  • Manage software, hardware, and LAN network systems for grocery and restaurant POS systems
  • Provide constant system monitoring through Vigilix POS Connect
  • Maintain and provide resolution for ticket queue of emails, phone calls, system-generated alerts, and root cause analysis and resolution
  • Create troubleshooting and FAQ document databases for use by employees and customers
  • Implement onboarding and training of new team members
  • Created anImplementation checklist to review before Project turnover to Support.

Education

BBA, IT Management -

Western Governors University
Millcreek, UT
12.2025

Computer Information Systems -

Oklahoma State University
Oklahoma City

Computer Science -

Crowder College
Neosho

Skills

  • Project Management
  • Business Process Design
  • Team Collaboration
  • Agile Methodology
  • Lean Six Sigma Methodology
  • Data Analysis
  • Pivot Tables
  • Process Analysis
  • Process Improvement
  • Flowcharts
  • Trend Tracking and Analysis
  • Knowledge Base Articles
  • Onboarding and Training

Timeline

Process Analyst

Upshop
02.2023 - Current

Software Support Specialist - Contractor

Upshop Through Clover IT
05.2022 - 02.2023

POS/LAN/Software Support Specialist

Data Systems, Inc.
08.2020 - 05.2022

BBA, IT Management -

Western Governors University

Computer Information Systems -

Oklahoma State University

Computer Science -

Crowder College

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Taeha Hanshaw