Natasha Sparks

Experience

• 

  Alliance Data

  Mar 2006 - May 2008

  Helpdesk Agent/Trainer

  Trainer- Assist in the development of processes and procedures for operations for new Helpdesk agents. Helpdesk Agent- Provided customer phone support, resolve technical issues, log and escalate calls as needed.Answers incoming calls in a professional, friendly and timely manner Troubleshoot and problem solve efficiently.

• 

  Heartland

  May 2008 - Apr 2011

  Helpdesk Lead

  Actively and proactively support Helpdesk agents. Respond to requests for technical assistance by phone, email and/or using a help desk management system. Fix hardware, software and other technology related issues throughout the companyInterface and communicate effectively with customers, outside vendors and service providersManage Help Desk Tickets and improve any processes or procedures to ensure a high quality of service by the Helpdesk.

• 

  Heartland

  Jun 2011 - Jun 2017

  Directs and facilitates cross-functional problem investigations under time pressure, typically for problems with a major impact and a high level of senior management visibility, by engaging the necessary teams, swiftly removing obstacles, ensuring on-going communications and managing senior management expectations. Directs and facilitates cross-functional problem investigations under time pressure, typically for problems with a major impact and a high level of senior management visibility, by engaging the necessary teams, swiftly removing obstacles, ensuring on-going communications and managing senior management expectations.• Ensures proper documentation of investigation findings and follow-up activities throughout the problem lifecycle.

  • Lead Escalation Technician

    Aug 2016 - Jun 2017

  • Problem Management Coordinator

    Jun 2011 - Jan 2017
• 

  Global Payments Inc.

  Jun 2017 - now

  Directs and facilitates cross-functional problem investigations under time pressure, typically for problems with a major impact and a high level of senior management visibility, by engaging the necessary teams, swiftly removing obstacles, ensuring on-going communications and managing senior management expectations.

  • Manager Of Identity and Access Services

    Sept 2019 - now

  • Access Administration Supervisor/GSuite Admin

    Dec 2017 - Sept 2019

  • Escalation Technician Supervisor

    Jun 2017 - Dec 2017