Casey reed: SR Technical Project Manager in Denver, CO

? Developed and maintained Technical and process articles, served as consultant and performed QA review for other authors to ensure quality prior to publishing ? Owned launch of online troubleshooting tool supporting 10k employees, from planning and inception, through launch and execution. Delivered daily roadmap updates ? Act as a liaison between Product Marketing and Advanced Technical Support teams to troubleshoot and resolve service issues, consultant on issues guidance articles, and all service lifecycle flows ? Proficient in various tools such as Adobe PhotoShop and Dreamweaver, Camtasia, Beyond Compare, Outlook, Skype for Business, Citrix, Active Directory, Servicenow, HTML5, etc. ? Agile and ITSM methodology experience, Six Sima Green Belt

? Used multiple software systems and applications (Enterprise ticketing application - BMC Remedy, Concur application, Genesys Interaction Workspace, QuickTime, Oracle etc.) ? Utilized Expression Web, Adobe Dreamweaver and Photoshop to create and update Decision-Flow Content and Knowledge Database ? Remotely owned, tracked and resolved IT, HR, and Finance Application incidents and requests ? Performed password resets and profile setup, and provided technical support via email and phone ? Created work documents for knowledge-based system to train and assist current/future employees

? Piloted online chat support tool (SMARTChat) leading 28 agents with consistent performance as a nationally top ranked team ? Utilized IEX Total View for scheduling and call forecasting support ? Acted as Hiring Manager in rotating role promoting a postive workplace and reducing attrition ? Used multiple software systems and applications (Webtop, CSG/DST, Broadsoft, Workbench, Edgeview) to ensure order and repair tickets were completed accurately and on time

? Resolved POS issues that involved in-depth troubleshooting of advanced system problems caused by hardware and/or software issues ? Walked techs thru setting up and troubleshooting of network and connecting of physical equipment related to the POS and Back office systems ? Identified, prioritized and logged the service requests within the established standards using Remedy ticketing system and close tickets accordingly