Colin Stark

Experience

• 

  Mesaba Airlines

  Jul 2004 - Aug 2005

  Senior Helpdesk Analyst

  - Provided on-site and remote support to 3,500+ employees at 65+ locations- Addressed client, server, application, network, and mobile device issues- Monitored mission-critical servers and network connections- Revised plans to save company $60,000+ annually- Received company-wide award for best representation of company values

• 

  Target

  Aug 2005 - Oct 2007

  - Provided remote support for 700+ systems/applications to 350,000+ employees- Addressed client, server, application, network, and hardware issues- Documented and managed support cases using incident management tracking system- Escalated unresolved issues and advised ETA’s per service level agreements- Repeatedly in top 10 (of 120 analysts) for highest first-call resolution rate- Promoted to lead role other analysts as member of Internal Resource Chat team- Received all-team award for best representation of Target’s “E’s of Excellence” company values Show less

  • Executive Team Leader

    Dec 2006 - Oct 2007

  • CSC Specialist III

    Aug 2005 - Nov 2006
• 

  NICE

  Jun 2008 - now

  - Provided Tier 2-level applications support for NICE's largest accounts- Enhanced NICE company and product image by providing excellent customer service- Traveled to customer sites for meetings, support sessions and to shadow installations- Served as technical resource for peers and Tier 1 resources, sharing knowledge and developing team members through ad-hoc training- Engaged internal resources from all levels as needed to deliver quick issue resolutions - Resolved customer issues through troubleshooting, collection of log files and other data for further analysis as needed- Managed communication between customer contacts and NICE technical resources- Maintained documentation and notes on all trouble ticketsCertified in all releases of NICE Perform plus:- NICE 4.1 Interaction Management- NICE 4.1 Multiple Data Center (MDC)- NICE 4.1 Advanced Troubleshooting- NICE Real Time Process Optimization & Desktop Analytics Fundamentals R4.8- NICE Perform Active and Passive VoIP- NICE 3.5 Interaction Analytics- NICE Sentinel 2.5 Advanced- NICE Media Encryption Show less

  • Solution Engineer

    Jan 2024 - now

  • Solution Architect

    Jun 2020 - Jan 2024

  • Delivery Solution Architect

    Sept 2013 - Jun 2020

  • Client Support Engineer - Tier II

    Jun 2008 - Sept 2013