TRISH BULLOCK

• Led Tier 2 operations, spearheading complex triage, escalations, workflow analysis, and cross-functional issue resolution.
• Supervised 5 personnel, providing coaching, performance oversight, and daily direction.
• Drove incident-trend analysis to eliminate blockers and fuel long-term process improvements.
• Aligned help desk deliverables with project and sprint objectives through close coordination with PMs and technical teams.
• Collaborated with development and technical teams to validate fixes, reduce recurring issues, and improve workflow stability.
• Created SOPs, documentation, and knowledge articles to improve efficiency and reduce recurring issues.
• Produced operational reporting and trend analysis to support SLA performance, leadership visibility, and continuous improvement initiatives.

• Served as Quality Assurance Analyst, supervising training programs for new Tier 2 personnel.
• Led daily task oversight and assisted with shift management to maintain operational coverage.
• Created training materials and conducted coaching sessions to develop team proficiency.
• Acted as SME, providing technical guidance and cross-collaborating with multiple internal support groups.
• Led resolution meetings and coordinated with developers for escalated issues.
• Supported leadership by compiling performance reports, metrics, and improvement recommendations.

• Maintained primary technical ownership of service support tickets by working effectively with available technical resources.
• Generated Initiate and maintained accounts for company portal.
• Facilitate training with materials for employees.
• Develop and set up spreadsheets and databases to maintain critical information for projects.
• Upheld excellent relationships with on-site users by quickly handling diverse problems.
• Coordinate Internationally with Search and Rescue Operations and Emergency Personnel after individuals initiate the emergency function of one of our supported devices.
• Primary liaison maintaining constant communication with Emergency Responders and emergency contacts for the device user until the individual has been rescued and the mission is complete.
• Initiates emergency response procedures for all emergency activations received.
• Maintains a professional and courteous demeanor when communicating with the device users, their emergency contacts and any emergency personnel working the incident.
• Ensures all GEOS IERCC Policy and Procedures (Orders and Bulletins) are adhered to and delivered exceptional customer service to build strong relationships and build positive experiences.

• Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
• Reduced errors and damaging user behaviors through effective user training.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.

• Maintained equipment with hand receipt of over $750,000.00 cost without the loss of any items.
• Monitored internal transfers of equipment to ensure proper accountability of equipment on hand while complying with safety regulations by keeping supplies, equipment, and storage areas well-maintained.
• Maintained, cleaned, and properly used signal/IT equipment along with coordinated periodic cycle counts to maintain inventory accuracy.
• Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities.
• Complied with corporate regulations, policies, and procedures to maximize safety, security, and overall trust in organization and employees.