Ian Birch

Designed an internal tool to monitor agent productivity and provide real-time and historical reporting. Resulting ROI of 160%

Designed enterprise solution to provide dynamically translated web applications with full management over the translated strings. Resulting ROI of 180%

Developed automated process for restoring critical business services reducing MTTR by 38%

Designed SaaS product which provides real-time analysis and visualization of agent productivity within web-based applications for voice, chat, and back-office work. MVP ROI of 54%

Develop, refine, and implement architecture for enterprise applications, and serve as an ongoing point of contact during the product development lifecycle.

Create service delivery roadmaps for new products and tools. Develop architecture blueprints for new products and services that involve on-premise or cloud-based applications.

Advise leadership on the design of updates to existing systems and propose forward-thinking solutions to plan for future state.

Consult and build consensus among many stakeholders regarding opportunities for continuous process and productivity improvements.

Improved support operations which decreased response times by 57%, decreased case resolve times by 21% and increased customer satisfaction (NPS) by 15%.

Consolidated siloed support teams and applications reducing staff by 6% and increasing overall team productivity by 17%.

Created a new hire training platform which replaced multiple disparate, legacy platforms and accelerated the onboarding process by over 50%.

Championed project to implement a Cloud Contact Center solution with company savings over 16%.

Automated manual processes creating labor savings of 10%.

Used gamification to improve team productivity which resulted in a 27% increase within 8 weeks.

Led development and implementation of several internal tools which provided a clearer insight into the needs of customers and allowed the company to provide more proactive service.

Received company recognition for client service excellence at the beginning of 2016. This award is given annually by UK2Group to an employee with superior client satisfaction ratings.

Led the team in incident resolution achieving 26% higher than the team average.

Provisioned new servers with Linux and Windows operating systems, configured RAID, and configured the network interfaces according to clients' specifications.

Performed troubleshooting for network connectivity and latency, server performance, and firewall issues

Led the team in incident resolution achieving 102% higher than the team average.

Provided weekly training sessions on Linux command line utilities and scripts to mentor other admins and engineers, develop professional skills, and sharpen troubleshooting abilities.

Proactively resolved escalations while working as a junior admin, quickly learning new concepts and adapting to new technologies.

Composed complex BASH scripts to automate tasks and increase efficiency.

Provided support for DNS management, database configuration, website performance and security, malware removal, and troubleshooting various server errors.