Mr. Ashley Simpson

Experience

• 

  StratoNet, Inc

  Jun 1997 - Apr 1999

  Technical Support Specialist

  Handles Level One Technical Support Calls for computer and Internet related issues.

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  StratoNet

  Apr 1999 - Jan 2010

  Technical Support Manager

   Liaison with Vendors and Partners Equipment Inventory Tracking and Returns Customer Service Orders and Tracking Service Follow up and Trouble-shooting Marketing Campaigns Website Design and Maintenance Team Management (up to 12 agents) Project Management  Statistics Reporting Scheduling In Person, Telephone , and Email Customer Interaction Employee Training and Reviews

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  Rasmussen College

  Feb 2010 - Aug 2013

  Support Center Team Lead

  Manage and Support Students, Staff, and Faculty for both Rasmussen College and Deltak Partner Institutions. Supporting up to 27 Rasmussen Campuses to include Online and 33+ Partner schools through Deltak. My Team Lead duties consisted but were not limited to the following:• Scheduling• Statistics Reporting• Team Management (up to 33+ agents, to include Augmented staff)• Telephone, Chat, and Email Support • Employee Training and Reviews• Department Project Management• Systems Monitoring• Staffing Agency Liaison• Agent Quality Evaluations Show less

• 

  Collegis Education

  Aug 2013 - Oct 2014

  Supervisor - Support Center

  Oversaw support center operations for a 24/7 technical support and customer service center for higher education, serving more than 50 institutions. Direct reports from 20 during normal contact volume, and up to 50 during peak contact volume. Supporting both SaaS and Client Side Applications, as well as Student, Staff, and Instructor Inquireies.• Oversee Daily Operations, staffing, scheduling, and contact statistic monitoring• Business, Department, and Agent reporting on contact volume ratios, on mediums such as phone, chat, and email.• Agent Training and Coaching, to ensure accuracy of information and support provided.• Quality Assurance through record monitoring, and reviews• Plan development to handle peak contact volume for an increased metric from 40% to 90% handle ratio• Liaison between departments, vendors, instructional designers, and executive management.• Develop, Deploy and Maintain Service Level Metrics and KPI’s• Organizational and Departmental Growth and Development conceptualizing with emphasis on outlining and marketing differentiators from competition• Conducted needs analysis, gap analysis, and examines training tasks and requirements while identifying alternative approaches to training the job tasks – Front-End Analysis.• Performed analysis and research on current training problems and best practices while identifying options and recommendations for more efficient and effective human performance. • Designed, developed, and implemented effective scenario-based learning (Problem-Centered Learning).• Recruits and interviews for open team positions, and existing agent evaluations.• Support Students, Staff, and Faculty on SaaS and Client Side applications Show less

• 

  Film Fray Corporation

  Oct 2014 - Mar 2016

  Project, Development, and Marketing

  As part of the Development and Project Management Team, my focus has been on SaaS application design, development, implementation, and debugging; Working closely with software developers to deploy new SaaS products, and bring them to market. Primary responsibilities include, but are not limited to:• Creative Input, Design, and Functionality of applications being developed.• Providing regular feedback, and suggestions on areas of the application or service that need attention.• Developing Market strategies to promote services, and applications, via Social Media, Multimedia, and Print• Human Resource and Administrative Management; Prospective Employee Search, and Interviews• Research and Testing on new and current technologies• Design of Social Media, Print, and Multimedia Adverts Show less

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  Collegis Education

  Mar 2016 - Oct 2024

  As an IT Support Specialist, my number one goal is to provide excellence in customer service and be an expert in information technology products and services, providing answers and solutions, as requested by the client. Helping to manage a regional office of 300+ users and computers, as well as remotely supporting the Collegis Education Community in its entirety, which includes, Collegis Education, Rasmussen College, and Deltak/Wiley.Responsible for the following:• Resolving technical related software and hardware issues• Software Installs, and updates as required• Desktop Support• AD and Exchange Account Management• Audio/Video Conference Tests and Setup• Product Ordering• Equipment Inventory• User Training (When required)• Office equipment updates and maintenance Show less

  • IT Field Manager

    Feb 2021 - Oct 2024

  • IT Support Team Leader

    Mar 2016 - Feb 2021
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  SLK

  Oct 2024 - now

  Team Leader IT Field Support