Archie Crabtree

Experience

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  CETCO

  May 2004 - Apr 2006

  Quality Assurance Coordinator

  • Served in Quality Assurance Coordinator, Rework Coordinator and Workflow Coordinator positions on a Full Time basis, performing all duties concurrent with rework coordinator at Cetco.• Assures production within established product specifications, monitors quality, and assures production of sufficient quantities to meet production schedules: Organized and coordinated daily work activities of personnel.• Key component in the startup of the Cartersville GA plant.• Rework coordinator, Spc leader, roll up operator, load monitor, drive all types of forklifts, and etc• Coordinate with the Production Supervisor in resolving product performance issue and reference written protocol in determining proper rework,• Assistant Operator of Needle punching machine, duties include setup, operation, and troubleshooting all real time material issues.• Demonstrated ability to manage details and priorities in a fast paced, intense environment Show less

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  A&D Direct LLC

  Jun 2007 - Apr 2011

  Co Owner

  Managing 7 employees in the call center Industry.payroll bi-weeklyexcel reportingtechnical support

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  Arise

  Apr 2011 - Jun 2016

  • Organization and maintenance of 1000 + users within multiple systems• Creating user access for multiple systems for new hires• Analyze user codes• Update/modify permissions based on user roles/permissions• Transition users from multiple skills• Load client codes in database• Reset/unlock user passwords• Support tier3 system escalations• Communicate codes to users via mail merge/email• Disabling codes when no longer active• Troubleshoot client system permissions/log on issues• Troubleshoot issues and make improvement recommendations• Develop clear and concise systems login walkthrough materials for end users• Reporting on call center metrics (compliling, manipulating, and analyzing data)• Outbound calling to Client Support Professionals Show less • Ensured that Arise achieves and exceeds all client metrics (Undisputed Top Performance) • Measured compliance VS client quality standards and diagnosed appropriate action.• Produce analytical reports and analysis to illustrate achievement of client performance metrics • Oversee goal setting, monitored of performance trends• Participate in client meeting and calibration sessions on a daily/weekly basis • Develop and implement action plans to improve and achieve results • Compile and review reports to track quality• Manage the Performance Compliance Lead budget• Identify Partners out of compliance with performance goals • Monitor business partner compliance• Achieve client metrics requirement through performance enhancement Show less

  • Support Analyst

    Aug 2013 - Jun 2016

  • Performance Compliance Lead

    Apr 2011 - Aug 2013
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  Sutherland

  Aug 2016 - Sept 2017

  IT Support Specialist

  IT SpecialistSutherland Global Services / Cloud Source, Rochester, NYAug 2016 – Nov 2017• Create excel report on a weekly basis representing over technical shrink.• ServiceNow Administrator - In charge of monitoring escalation tickets, up-training, and process improvement documentation• Create process documentation that allows agents to self-service. PowerPoint, Excel, One Note• Development of training documents and system process flow-charts.• Managed Virtual Desktop environment.• POC for Cloud Source team on system outages to establish root cause and resolve in a timely manner• System experience: Avaya, Verient, Citrix, Salesforce, IEX Show less

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  VenU

  Jul 2019 - now

  Technical Support Specialist