Katrina Clay

Experience

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  Berry College

  Aug 2006 - Aug 2008

  Information Technology Specialist

  Provided on-site IT support to faculty and staff of Berry College. Responsibilities included: building and installing desktop computers, installing and repairing Ethernet cabling in dorms and academic buildings, installing and maintaining software on college owned machines, configuring antivirus and firewall software college wide, and performing break/fix services on printers.Technologies supported included: in house built desktops, IBM desktops and servers, Lenovo laptops and desktops, HP desktops, Apple MacBooks and iMacs, Lexmark printers, HP printers, and Xerox machines. Show less

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  Computer Generated Solutions

  Oct 2008 - Nov 2010

  Technical Service Representative

  Provided remote technical support for IBM/Lenovo laptops, desktops, and software; supporting Canada and US consumers, businesses, and IBM employees.Fielded a high volume of inbound calls and resolved customer's technical, warranty, or other issues in a timely and efficient manner.Consistently recognized for being in the top 5% of agents when measuring handle time, customer satisfaction scores, ticket quality, and overall productivity and utilization.

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  KC Computers

  Jan 2011 - Jan 2013

  IT Technician

  Provided remote and on-site technical support for small businesses and end users including: virus removal, hardware upgrades, software installation and customization, initial computer set up, network configuration, and Ethernet cabling.

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  Best Buy

  Mar 2013 - Apr 2016

  • Acted as a liaison between IT and business units by opening and maintaining lines of communication to monitor and improve business unit satisfaction with IT.• Product Owner for Retail Depot hardware repair experience supporting all North America stores.• PCI and Signature Pad SME• Provided a single point of contact for business units into IT and act as a conduit between the two organizations.• Translated business objectives and customer needs into clearly written business requirements.• Documented processes and work flows in both as-is and to-be states.• Utilized both creative and traditional methodologies to re-engineer and optimize processes and workflows.• Performed feasibility studies, scope projects, and work with the business units to prioritize deliverables, and negotiate on product functionality. Show less • Supervised and provided leadership for a Tier 2 team that supports approximately 2000 retail stores across North America.• Interfaced with systems engineers and Tier 3 support teams to identify, resolve, and prevent major incidents.• Conducted business analytics and risk assessment studies to mitigate risk and ensure business continuity. • Completed a variety of technical writing tasks including: creating and editing knowledge articles, documentation of SOP and best practices, and the creation of training material.• Focused on resource development and growth to ensure adherence to SLAs, OLAs, and KPIs. Show less • Supervised and provided leadership for up to 80 Level 1 agents in an ITIL focused Service Desk that supports a major retailer of consumer electronics.• Communicated and liaised with tier two support groups and major stake holders to ensure customer satisfaction and timely incident resolution.• Completed a variety of technical writing tasks including: crafting and editing articles in the knowledge base, documentation of SOP and best practices, and the creation of training material.• Functioned as a subject matter expert for agents, fielding both technical and customer service based questions and escalations.• Provided initial and recursive training classes for up to 70 agents at a time, which focus on employee development and improvement to ensure that operational SLAs are met.• Participated in business intelligence and analysis projects, preforming root cause analysis and creating resolution proposals designed to increase profitability and reduce unnecessary risk and error.• Scheduled between 60-100 agents across two call center locations to maximize agent utilization and productivity while maintaining necessary coverage in all language proficiencies. Show less

  • Business Process Analyst

    Dec 2014 - Apr 2016

  • Team Lead

    Mar 2014 - Nov 2014

  • Service Desk Supervisor

    Mar 2013 - Mar 2014
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  TEKsystems

  Apr 2016 - Oct 2016

  Delivery Manager

  • Managed a team of 53 resources in a Level 1 Service Desk environment• Consistently ended billing cycles on or under budget• Implemented metrics and reporting to assist in the conversion to an ITIL based desk

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  Best Buy

  Nov 2016 - Sept 2020

  • Technical Account Manager for five Contact Center BPOs• Product owner for Contact Center infrastructure stack including: Network, Citrix, Telephony, and PCI functionalities involving several 0-1 product launches• Perform BA, PM, and SME functions for project delivery as needed• Manage team of four Cisco ICM scripting engineers supporting both Retail and Contact Center environments• Create technical training and documentation • Perform vendor management activities for Best Buy’s Retail IS Depots• Aid in the transition of new hardware solutions from Deployment to BAU• Complete reporting and analytics tasks to facilitate informed business decisions

  • Product Owner - Contact Center Capabilities

    Jul 2017 - Sept 2020

  • Project Coordinator

    Nov 2016 - Jul 2017
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  EHealth, Inc.

  Sept 2020 - Feb 2021

  Technical Implementation Manager

  •Project Manager for Cloud Conversion of Corporate and Contact Center telephony capabilities •Scrum Master for Telecom team assisting in Enterprise shift from Waterfall to SAFe•Manage Telecom DevOps to successfully support multi-tenant Sales Contact Center environment •Partner with a wide variety of business partners to ensure needs are met•Manage relationships with external providers and internal integration points including call recording, WFM, reporting, and customer CRM environment. Show less

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  Ambient Consulting

  Apr 2021 - Nov 2021

  Agile Project Management Consultant

  •Assisted NTE PMO Team with digital transformation program•Agile SME, transitioning team from traditional waterfall to FDD and scrum methodology •Led RFPs, Budget Reconciliation, and Azure DevOps tracking

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  Avtex Solutions

  Nov 2021 - May 2022

  Senior Project Manager

  •Led multiple concurrent IT projects for clients across the globe, utilizing both agile and waterfall methodologies•Indirectly managed resources across various departments to ensure timely delivery•Effectively translated client’s business needs into deliverable technology solutions

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  LinkedIn

  May 2022 - Jun 2023

  Business Technology Program Manager

  •Product Manager for WFM and associated integrations•Produce and manage the execution of short and long-term product roadmap•Ensure intelligent decision-making and prioritization through the utilization of data analysis, testing, direct feedback, and market analysis•Scope and build processes, workflows, training, and other deliverables for features that span multiple systems and teams•Develop a product strategy that encompasses the challenges faced by managing a hybrid (BPO + FTE) global workforce Show less

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  Cogency Global Inc.

  Aug 2023 - Nov 2023

  Infrastructure Product Owner
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  CDW

  Nov 2023 - Aug 2024

  Sr Delivery Manager
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  Evernorth Health Services

  Aug 2024 - now

  Agile Product Management Senior Advisor