Dillon Fuller

Experience

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  Borders

  Sept 2000 - May 2005

  Inventory Supervisor

  Managing of all product entering and exiting facilities. Store management responsibilities such as department staffing, counting drawers/safe, opening and closing store

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  Best Buy

  Nov 2005 - Nov 2010

  Digital Imaging Lead

  Perform both employee and customer workshops tailored specifically to make and model of any camera sold in store. Manage employee work load, monitor department sales numbers and trends. Attend weekly district meetings while maintaining top sales numbers.

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  Geek Squad

  Nov 2009 - Nov 2021

  Consultation Agent

  Engage clients using selling skills to build solutions that align with the client's definition of fixed. Complete detailed agent notes so advanced repair agents can easily diagnose and improve the overall client experience. Walk through the repair checklist and demonstrate the fix with the client.

• 

  Broadcom Limited

  Aug 2015 - Jul 2018

  Service Desk L1

  • Troubleshoot Windows domain account, network printers, and Remote Access (SecurID) account issues. • Provide support for mobile users who work at home, travel or work at a remote office using remote management tools. • Remote and desk-side installation of various software packages, engineering tools, and patches. • Responsible for installation, configuration, ongoing maintenance, and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment and software. • Document and manage all end-user interactions/request in Remedy ticketing system.• Use image software to apply Windows operating systems or perform backup images Show less

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  Allscripts

  Sept 2016 - Mar 2022

  ALLSCRIPTS, RALEIGH, NCMS Manager IT Service Delivery, August 2019 – PresentImproved desk performance in quality scores from 80% to 96%Increased customer satisfaction scores from 4.0 to 4.91,Increased associate utilization from 45% to 75%Increased gross first call resolve from 46% to 61%Decreased call abandonment by 9%Developed analyst training program reducing onboarding time by 50%Associate satisfaction scores consistently 10% higher than company averageDrove process development for the successful ISO 9001:2015 certification with 0 major findings over three year spanOrganized, launched, and lead weekly team meetings to provide transparency, metric based conversations, leading to improved associate satisfactionDeveloped a knowledge base solution allowing for process standardization and multi-client supportSuccessfully led the transition from CA Service Desk to Service NowSuccessfully migrated to Genesys Cloud ACD system with no impact to client supportCreated and managed dashboards to effectively monitor real time call performanceLed teams responsible for onboarding multiple new clients to the deskEscalation review and resolutionConducted operational reviews to C SuiteAgile Framework project managementLean Six Sigma data analysis Show less

  • MS Manager IT Service Delivery

    Jul 2018 - Mar 2022

  • Systems Analyst

    Sept 2016 - Jul 2018
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  Coalfire

  Mar 2022 - now

  • Senior Customer Success Manager

    Apr 2023 - now

  • Customer Success Manager

    Mar 2022 - now