Ashley Sullivan

Monitored and coordinated the distribution of calls, tickets, and emails to resolve escalations and provide 24/7 support, focusing on SLAs and KPIs. Led, developed, and mentored a team of remote engineers, overseeing hiring and building strong relationships. Led the development and continuous improvement of support offerings and operations to drive efficiency and customer satisfaction.

Coordinated the distribution of calls, tickets, and emails to streamline operations, maximize team performance, and achieve SLAs and KPIs. Monitored individual and team performance, conducting coaching sessions and reviews to enhance productivity. Partnered with the Talent team to acquire, develop, and retain top talent by designing and implementing shadowing and cross-training programs.

Strategically managed operations and scheduling for two technical support desks handling Level 1 and Level 2 support. Designed and implemented training programs, playing a key leadership role in developing instructional materials and leading workshops. Led service optimization initiatives by optimizing escalation protocols, streamlining workflows, and integrating new technologies.

Supervised multiple communication channels, efficiently managing customer inquiries and providing prompt responses. Acted as a primary point of escalation for customers, providing expert support via remote tools to troubleshoot network issues. Created customized templates and workflows within the Remedy ticketing system, encompassing conducting quality assurance checks and managing backlogs.

Delivered technical support to 80+ inquires a data, consistently meeting and exceeding metrics in assisting military personnel and Department of Defense members. Successfully maintained a 98-99% first-call resolution rate, earning the opportunity to serve in a mentor role. Created and maintained technical documentation, leading to contributing to a centralized knowledge base that streamlined issue

Developed, delivered, and tracked change management deliverables, including training sessions and coaching programs. Acted as a primary point of escalation for both customers and employees, responsible for troubleshooting software and hardware issues. Supported operational initiatives by maintaining technical documentation, managing scheduling, and generating reports.

Delivered administrative and technical support for safety operations and managed requests, encompassing diagnosing and resolving software and hardware issues. Oversaw and audited internal safety programs to verify compliance through validation processes. Led conference calls and briefings for senior leadership to provide detailed analysis on emergency drill procedures.