Ashley Buchanan

Ashley Buchanan

Help Desk / Call Center Manager

Followers of Ashley Buchanan489 followers
location of Ashley BuchananLa Crosse, Virginia, United States

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  • Timeline

  • About me

    Data Center Technician Manager at Microsoft Cloud Operations + Innovation | Data Science Major

  • Education

    • University of Phoenix

      2022 - 2023
      Associate of Arts Information Technology 4.0
    • Central Senior High School

      2006 - 2010
      Advanced High School Diploma
    • University of Phoenix

      2023 - 2024
      Bachelor of Science - BS Data Science 4.0
  • Experience

    • Stage Stores

      Sept 2010 - May 2013
      Help Desk / Call Center Manager

      Managed a team of approximately 40 staff members split between two teams located in Virginia and Texas utilizing a ticketing-based operating system. Hired and trained staff members in accordance with performance metrics set by the company. Investigated root causes of issues that negatively impacted the call centers in order to improve call center metrics. Evaluated performance of team members and created training plans to eliminate knowledge gaps. Followed procedure and participated in pilot programs aimed at increasing customer satisfaction during interactions with the call center. Show less

    • Self-Employed

      May 2013 - Jul 2015
      Restaurant Owner

      Managed a team of approximately 20 staff members including responsibilities such as recruitment and staff training. Provided guidance and ensured team compliance with food safety regulations.

    • Virginia Department of Corrections

      Nov 2015 - Jul 2016
      American Correctional Association Compliance Clerk

      Compiled and maintained American Correctional Association quarterly documentation to suffice required standards while training staff on adhering to standards. Performed internal and external audits to ensure compliance with state regulations.

    • Virginia Correctional Enterprises

      Jul 2016 - Nov 2017
      Coding Specialist

      Managed largescale manufacturing projects including design, purchasing, and manufacturing team responsibilities. Processed estimates, purchase requisitions, and purchase orders. Created codes for raw materials and manufactured finished goods including performing cost analysis to determine final price. Formulated BOMs for manufactured goods.

    • Nottoway Correctional Center

      Nov 2017 - Feb 2021

      Independently performed HR functions including recruitment, compensation, benefits, and transactions by performing analysis of trends, data, and jobs for over 700 employees across three state-ran institutions while managing a Human Resources team comprised of approximately 10 staff members including providing guidance and holding the team of Human Resources professionals accountable for compliance with DOC, state, and federal regulations. Served as liaison with other departments. Interpreted and applied policies, procedures, and regulations while providing consultation to staff managers. Responsible for recruitment selection, pay determination, documentation, benefits administration, FLSA, classification, and performance management. Developed and administered onboarding training and benefit programs. Show less

      • Human Resources Personnel Analyst

        Jun 2018 - Feb 2021
      • Human Resources Specialist

        Nov 2017 - Jun 2018
    • Microsoft

      Feb 2021 - now

      Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment. Provides input for suggested modifications to these processes and procedures as needed to improve service quality and efficiency while delegating and providing guidance to other technicians. Manages cross-team and cross-functional projects. Show less

      • Data Center Technician Manager

        Sept 2024 - now
      • Data Center Program Manager

        Jul 2024 - Oct 2024
      • Senior Data Center Technician

        Nov 2023 - Jul 2024
      • Datacenter Technician

        Jun 2021 - Nov 2023
      • Microsoft Data Center Intern

        Feb 2021 - May 2021
  • Licenses & Certifications

    • Microsoft Datacenter Operations Services BreakFix Specialist

      Microsoft
      Aug 2023
      View certificate certificate
    • Associate in Information Technology (AIT)

      University of Phoenix
      May 2023
      View certificate certificate
    • Psychological Safety: Clear Blocks to Innovation, Collaboration, and Risk-Taking

      LinkedIn
      Aug 2024
      View certificate certificate
    • Project Management Essentials Certified - PMEC - Advanced

      Management & Strategy Institute
      Jun 2024
    • Data Center Technician Sponsor

      Microsoft
      Aug 2023
      View certificate certificate
    • Microsoft Datacenter Operations Services WCS RMA Specialist

      Microsoft
      Aug 2023
      View certificate certificate
  • Honors & Awards

    • Awarded to Ashley Buchanan
      The National Society of Leadership and Success - Presidential Member The National Society of Leadership and Success Mar 2023 The National Society of Leadership and Success, NSLS, is the largest collegiate leadership honor society in the United States, with more than 700 chapters and over 1.5 million members nationwide. Membership is available to a limited number of students who have earned this honor because of their academic accomplishments and leadership potential. This candidacy is a nationally recognized achievement of honorable distinction for students who maintain a 3.3+ GPA.