Jeffrey Otey

Experience

• 

  Micro Center

  Aug 2015 - Jul 2019

  Knowledge Manager

  • Supervised 14 service technicians, providing training, feedback, and daily support.• Focused on improving customer service by refining repair workflows and tracking satisfaction.• Built a knowledge base to help staff access common fixes and solutions quickly.• Exceeded service-level goals by making sure the team stayed organized and focused.• Collaborated with vendors for warranty repairs and timely parts replacement.

• 

  TTM Technologies

  Jul 2019 - Mar 2020

  Production Supervisor

  • Managed production of printed circuit boards for military and aviation clients.• Maintained high safety standards and quality control on the manufacturing floor.• Streamlined production schedules to meet client deadlines while maximizing efficiency.• Worked with cross-functional teams to quickly solve production challenges and implement fixes.• Protected client information through strict confidentiality practices.

• 

  The Catholic University of America

  Mar 2020 - now

  • Lead day-to-day tech support operations for faculty, staff, and students, including classroom AV and help desk services.• Manage a team of support staff, prioritize service tickets, and ensure timely, friendly assistance to all users.• Work with vendors to keep hardware and support tools up to date and fully operational.• Gather feedback from departments to guide product improvements and prioritize user-centered changes.• Host training sessions to help users make the most of university technology.• Keep up with new tools and tech trends to recommend upgrades and innovations when appropriate. Show less

  • Director of User Services

    Apr 2024 - now

  • Manager of User Services, Service Desk, VIP Support, Product Management, and Classroom Technology.

    Mar 2020 - May 2024