Travis Young

Experience

• 

  Dell

  Sept 1995 - Mar 2008

  Team Lead for Defective Order Reduction Project. Daily, weekly reports, presentations and data analysis to give visibility to issues and drive results. Cross functional teamwork with Tech Support, Logistics, IT, Training and Parts Fulfillment teams to improve communication, implement additional training and identify and resolve gaps in the order management system. Designed online reporting tool utilizing relational database for defective orders. This replaced a manual process, reducing complexity and improved efficiency through automation. Authored and distributed supplemental training curriculum and knowledge base articles across tech support that defined the nature and causes of a defective order, the most common errors and how to identify and prevent them.Project results included substantially reduced defective order volume and a 90% reduction in next day service misses from defective orders.Implemented real-time chat service linking the Service Operations Center, 3rd party service providers and Tech Support that provides instantaneous part, shipping and service statuses; reducing the need for outbound/inbound calls and minimizing service delays. Show less U.S. administrator for the International Notebook Service Program. Day to day responsibilities consisted of facilitating service for mobile customers traveling abroad, managing escalations and advising global service centers on warranty and support policies. Global contact for all issues affecting international service.Successful completion of a BPI/Six Sigma project that developed an online tool for submitting international service requests, checking international warranty coverage, status updates, call tracking and reporting. Creation of service application, support documentation and automation of manual processes reduced service delays a full business day. Show less Reduced repeat services, part errors and incorrect call types through analysis and auditing of parts/service calls for accuracy, proper troubleshooting and adherence to Dell policy and procedures. Utilized tools in call management to resolve problem calls and monitor services to ensure Next Business Day support. Escalated and expedited critical issues utilizing cross-functional support teams.Trained new hire classes in departmental tools, policies and procedures. Provided ongoing coaching and feedback to reduce errors and address potential issues.Onsite support and technical training for startup operations at Dell’s first outsourcing location. Show less

  • Business Analyst & Team Lead

    May 2004 - Mar 2008

  • International Notebook Service Administrator

    Jan 2003 - May 2004

  • Service Order Management Analyst

    Mar 1997 - Jan 2003

  • Senior Tech Support Specialist

    Sept 1995 - Mar 1997
• 

  GMT Marketing Inc.

  Sept 2010 - Jul 2013

  Business & IT Analyst

  Support IT infrastructure and equipment, including desktop, laptop and mobile devices through software and hardware updates, security, virus and malware protection, backups, application installations and remote administration. Deployed and configured a secure wireless network.Created and maintained MS Access CRM database from legacy information and systems that replaced outdated and disconnected client, financial and performance data.Provided support for business goals and operations through ad-hoc reporting, monthly and quarterly presentations. Show less

• 

  The Home Depot

  Jul 2013 - May 2014

  Specialty Sales Associate

  Successful sales associate providing expert knowledge and guidance for THD customers seeking new flooring products and installations.Two promotions in less than a year and five “Homer Awards” for outstanding customer service.

• 

  Fujitsu America

  Dec 2014 - May 2015

  Service Desk Analyst

  Supported Fujitsu's managed infrastructure customers.Application, hardware and network support for employees of JetBlue and Live Nation Entertainment.

• 

  City of Rowlett

  Oct 2015 - Oct 2019

  I support the city IT infrastructure. Hardware, software, network, IP phones, etc.

  • IT Desktop & Systems Administrator

    Sept 2017 - Oct 2019

  • IT Support Specialist

    Oct 2015 - Sept 2017
• 

  Adams County Communications Center Authority (ADCOM911)

  Oct 2019 - now

  IT Systems Administrator

  MISSION STATEMENTADCOM911’s mission is to provide high-quality communication, dispatch, and data services to its member agencies, the citizens it serves, as well as to any who calls on ADCOM911 for help.