Laurie Henry3501 33rd Street Sacramento, CA 95817 (916) 600-3156 lkhenry@outlook.com

https://www.linkedin.com/in/laurie-henry-1266ba20 Volunteer with www.saceventcrew.com

Objections – Qualifications

To obtain a challenging position where my experience and education will be utilized and opportunities exist to enhance my professional and personal growth. To utilize my well-developed communication, customer service, project management, documentation, training and leadership skills. Proven record of establishing customer loyalty built on trust, service, and business integrity.

Consistently recognized for excellent customer service and leadership skills, technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education

MTI College – Sacramento, CA, Degree – Computer Science Degree in Microsoft Computer Technology American River College – Sacramento, CA Degree – Marketing

Technology Summary

Certifications: CCNA, MCSE, MCPSystems: Windows 9X/NT/2000/XP/2K3/Vista/7, Mac OSDatabases: Relational DatabasesSoftware/Applications: Genesys, Avaya CMS, SalesForce, SalesLogix, Verint, Blue Pumpkin, Jira, Bomgar, Spark, TB2,

WebEx, Interactive Intelligence, SAP, MS Project, MS Visio, MS Office, Concur, Cisco Call Manager, Jabber

IT Experience

Quest Technologies Media and Supply

Service/Project Manager, Sacramento, CA (2013 to Present) Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of service delivery. First POC for all technical and service related issues and questions for clients and from engineer department. Manage all technical projects for clients. Required to travel to client’s sites and to all Quest data centers. Work hand-in-hand with Account Managers, data center managers, call center managers and network engineers.

Core Job Responsibilities: Establish and maintain effective, friendly professional contact with appropriate executives and customer resources in

assigned accounts. Reference-able clients are your goal. Maintain effective working relationships with Managed Services management and staff at all levels to ensure the

availability of services and focus to meet customer needs. Identify, diagnose and communicate chronic issues with services and service delivery. Acting as the primary liaison with client executives and Operation Center management and staff; managing escalations

from clients. Facilitate monthly and quarterly service delivery meetings Know the key points of the customer contracts they support as it relates to service level agreements; and the change

process relative to the production environment and contracted delivery of services. Ownership and accountability for the successful delivery of assigned client engagements. Ensure high client satisfaction levels, building a strong base of referenceable accounts. Successfully manage each assigned Service installation project; Create and distribute project status reports to customer

and management Ability to manage multiple, complex accounts. Special Projects as they are assigned. Provide Pre-Sales Support as requested.

Hunter Douglas

Contact Center Operations - Business Analyst, West Sacramento, CA (2013) Provides operational analysis and day-to-day management of contact center technology. Preforms fast operational analysis needed to adjust resources and staff the contact centers appropriately. Recommends changes in procedures as well as process improvements needed to achieve and maintain service levels. Contact center liaison to the IT department for facilitation of system changes and configuration.

Core Job Responsibilities

Manage certain application administrative interfaces to make routing changes. Processing moves, adds, and changes to the various systems. Develop processes for addressing, recording, trending, and ensuring a feedback loop occurs to identify and correct

quality deficiencies. Develop and maintain operational performance reports including contact volumes, individual and enterprise

performance. Develop and maintain historical contact activity patterns. Coordinate communication of key operational status information to appropriate departments and individuals. Identifies and escalates customer impacting issues and opportunities for improvement to appropriate department. Develop and maintain quality scorecards for individual and enterprise performance. Serve as a contact center liaison to IT on technology projects, needs and improvements including: call and contact

routing systems, call center support tools and systems, telephone system administration.

Pearson – K-12 Technology Premium Support Call Center Tier II Supervisor, Rancho Cordova, CA (2008 – 2012) PSR supervisor takes point on the department’s customer satisfaction escalation procedures. Created new call centers in Canada, Arizona and California. Responsible for interviewing, hiring and training of new personnel to all call centers. Managed all Enterprise and International accounts through implementation to transition to support. Preformed weekly conference calls with at-risk accounts and Enterprise accounts. Responsible for all account maintenance and working with all internal Pearson personnel. Responsible for creating and publishing all support documentation and KB articles for internal and external customers. Responsible for creating support DRP manuals. Managed phone and web/email queues and maintaining SLA’s. Responsible for working with telco team to maintain uptime for phone switches in multiple locations and create/change routing strategies. Lead for support projects and change of management communications.

Core Job Responsibilities

Achieves agreed upon goals and objectives. Accurately completes weekly time cards at the end of each payroll period. Adheres to departmental attendance policy. Participates in hiring and recruitment. Performs HR and Administrative tasks. Effectively collaborates with the Support Management team. Identifies and takes action on employee and departmental improvement opportunities. Accountable for personal development. Monitors phone and web queues and adjusts resourcing strategy appropriately to ensure optimal coverage. Primary owner of the Customer Satisfaction Escalation procedure. Adheres to documentation and management communication standards. Is knowledgeable on automated call distribution (ACD) and customer relationship management (CRM) systems. Exercises adequate discretion and when asked, maintains confidentiality with regard to privileged information. Provides project management on assigned initiatives. 

Employee Management Responsibilities

Performs a minimum of two 1:1 meetings p/month with direct reports; documenting conversation within the balanced scorecard.

Performs a minimum of one team meeting p/month with direct reports; documenting minutes and posting to PowerSource.

Sets goals for direct reports and documents achievement using the Personal Development Network. Using defined standards performs Quality Assurance observations for staff. Documents agent career goals and development plans. Delivers balanced scorecards to direct reports on a monthly basis. Is constantly striving for positive team morale through employee engagement. Ensures direct reports are complying with policy and process requirements. Manages time off requests and ensures correct time card reporting for direct reports. Addresses direct reports performance issues in creative and effective ways. Reviews supplementary data points to understand the behaviors driving both good and bad KPI achievement.

Customer Satisfaction Responsibilities

Is responsible for managing adherence of the Customer Satisfaction Escalation process across the management team. Provides account management on “Accounts in Crisis”. Is the first responder to Customer Satisfaction Escalations received into the Escalation management inbox.

Key Performance Indicators

Service Level Achievement (SLA). Ratio of cases handled vs. those received to the team. Staffing Percentage. Absenteeism rate of all direct reports Quality Assurance. Policy and process adherence as measured by the QA program.

Resolution Rate. The ratio of cases closed vs. escalate

Cisco/WebEx

Tier 2 Support Supervisor, Rancho Cordova, CA (2006 to 2008) Responsible Created new call centers in Holland, China, India and California. Responsible for interviewing, hiring and training of new personnel to all call centers. Responsible for managing all Tier 2 support agents in mutable calls centers (Rancho Cordova, India, China and Holland) from central command center. Monitored all call queues, and networks. Responsible for all support agents schedules, managed ACD and CRM, first point of contact to assist in customer satisfaction issues and live calls. Preformed bi-monthly 1:1, Participated in hiring and recruitment.

Heraklesdata, LLC,

Quality Assurance Coordinator, Sacramento, CA (2003 to 2006) www.heraklesdata.com First contact for all customers, process all contract addendums and new services. Trained all employees on trouble ticket software. Maintained all customer information (hard and soft copies). Audit company on all policies and procedures, SAS 70 compliant. Created customer documentation and created work orders. Provided primary and secondary support and service for Data Center customers by supplying them with sound and prompt solutions while keeping an open line of communication and good rapport with those clients. Effectively respond to complaints and concerns. Provide clients with network, DNS, and computer support including technical assistance, installation, maintenance and the repair of services. Provide support toward the resolution of moderate to complex host based hardware and software system issues. Created Marketing materials and design of website. To provide the highest level of customer technical assistance and account support within the Data Center. Responsibilities included customer support, operational support, sales support, and facilities maintenance. Assisted the customer in the physical layout and installation of their equipment. Ensured customer installations where in accordance with standard procedures and Service Level Agreements. Developed, maintained, and managed relationships with all our customers. Operational Support: Primarily responsible for monitoring customer applications and Heraklesdata operational architecture through a NOC environment. Responded to alarms in accordance with Heraklesdata and customer procedures. When appropriate, escalated issues quickly and efficiently in order to solve problems within Heraklesdata Service Level Agreements. Sales Support: Specific duties included direct customer contact, explaining Heraklesdata operational structure and abilities. Identified possible up sell opportunities. Facilities Support: Was able to manage an aspect of Herakles facility support systems (HVAC, electrical, etc...) Many required liaison with the appropriate vendor.

Blueshield of California

Database Administrator/Call Center Supervisor, Lodi , CA (2002 to 2003) To develop databases for call center management to track, update and record all call center employees employment information, performance records, PTO, sick time, preformed weekly 1:1 and bi-annual reviews. In charge of supervising call center during business hours, tracking queue times, receiving escalated calls, and making employee schedules. In charge of opening call center Monday through Friday.

Surewest Broadband, Custom Data Center

Assistant System Administrator, McClellan Park, CA, (2002) To provide primary and secondary support and service for QuikNets Internet and Data Center clients by supplying them with sound and prompt solutions while keeping an open line of communication and good rapport with those clients. Effectively respond to complaints and concerns. Provide clients with network and computer support including technical assistance, installation, maintenance and the repair of services. Provide support toward the resolution of moderate to complex host based hardware and software system issues. To monitor the health of the existing network, via NAGIOS and HPOV, and perform preventative maintenance of network security policies. To proactively apply security enhancements to all systems as required.

Inflow, Inc

Operation Technician Supervisor, Sacramento, CA, (2000 to 2002) To provide the highest level of customer technical assistance and account support within the Internet Data Center (IDC). Responsibilities included customer support, operational support, sales support, and facilities maintenance. Assisted InFlow engineering staff with customers in the design and implementation of customer architectures. Assisted the customer in the physical layout and installation of their equipment in InFlow’s secure cabinets. Ensured customer installations where in accordance with standard procedures and Service Level Agreements. Provided Tier 1 and 2 support to InFlow’s customers. Developed, maintained, and managed relationships with assigned customers. Operational Support: Primarily responsible for monitoring customer applications and InFlow’s operational architecture through a Network Operation Call Center (NOC) environment. Responded to alarms in accordance with InFlow’s procedures. When appropriate, escalated issues quickly and efficiently in order to solve problems within Inflows’ Service Level Agreements. Completed assigned work orders in an efficient manner. Issued trouble tickets when necessary. Maintained detailed logs and notebooks regarding customer applications, security, and operational readiness. Sales Support: Assisted the Systems Engineer and Account Representatives, when necessary, in the sales process. Specific duties included direct customer contact, explaining InFlow’s operational structure and abilities, and InFlow product demonstrations. Identified possible up sell opportunities. Facilities Support: Was able to manage an aspect of InFlow’s facility support systems (HVAC, electrical, etc...) Many required liaison with eth appropriate vendor. Lead auditor and trainer in ISO 9000 and in all customer documentation. Developed policy and procedure manual that was approved by our corporate office. This manual was then required for all sales teams and NOCs to use in daily operations. Company closed location.

Hewlett Packard

Supervisor/IT Support Call Center, Roseville, CA (2000) Provided technical expertise within one or more core technologies (Windows NT, Unix or Networking), to customers and other team members. Including management of enterprise networks, servers, workstations, applications and databases. Maintained and managed information systems, products and services in support of an entire e-service data call center. Translated needs into solutions designs for other data center staff. Solved a wide

range of problems of varying scope and complexity. Determined and developed approaches to assignments. Lead projects that required coordination with other functions or suppliers.

LiveNetworking

Operation Director/Office Manager, Fair Oaks, CA (1999 to 2001) Managed all employees, worked with CEO. Held contracts with the state of California. Handled all consultant contracts. Consultant representative, Established and managed network monitoring software (WatchNet). Created Policies and Procedures and Methodology for WatchNet Service Center. Responsible for loading/creating/updating all WatchNet servers with OS and WatchNet software. Liaison for our IDC site in Washington D.C. Wrote/updated/recorded all scripts for WatchNet software. Maintained all desktops, servers, training systems, configured all switches and routers, DNS and mail/print/file servers at LiveNetworking. Conducted all new hire interviews and participated in Trade Shows.

MTI College, Sacramento, CA – Degree in Computer Science (1998 to 2000)

Sams Club, Sacramento, CA, Idaho Falls, ID & Indianapolis, IN (1989 to 1997) Managed inside/outside marketing sales associates. Drives the execution of multiple business plans and projects, Ensures business needs are being met, Ensures communication of initiatives and programs, Manages initiative and program performance, Manages marketing initiative and program budgets. Manages the development and execution of initiatives and programs (for example, In Club Merchandising, advertising, media plans, promotional events), Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity, Provides supervision and development opportunities for associates, Supports implementation of annual operating plans (AOPs) for one or more key segments. Create local marketing materials, hosts Chamber meetings, and attending trade shows promoting Sam’s Club membership and products.

RecommendationsSupervisor Tech Support - Call Center

Ryan MausserCustomer Program Manager at StackVelocity

Laurie is the most customer service driven individual I have had the pleasure of working with. She is willing to do whatever it takes to make sure that the client is always taken care of, and her managing

philosophy follows suit. She treats her employees with respect, and in turn her teams consistently produce results above and beyond expectations.November 30, 2012, Ryan reported to Laurie at Pearson Education

Gagan WaliaSenior Technical Support Specialist at PowerSchool Group LLCLaurie is recognized around the office as a genuine team player with a “can-do” attitude. Her strong work ethic and ability to quickly complete any job thrown at her has won the accolades of all her coworkers including her superiors and clients who consistently praise her, for her pleasant demeanor and her ability to follow through in a timely manner. Laurie is a take-charge person who is able to present creative ideas and communicate the benefits. Her interpersonal, conceptual, technical and communication skills have allowed her to develop good working relationships with both our clients and her colleagues. She is able to solve-complex problems and makes decisions with strategic thinking while being flexible/adaptable to change 

Some people stand out for their great qualities; Laurie is one of those people. To be blunt, I do not feel that the Burlington call center would be as successful as it is, if there was a different hiring manager, Laurie’s exemplary vision, and flawless leadership skills as well as her knack to find the right person for the job, was the key factor in putting together a efficient, high quality and productive team. The team she hired at the Burlington office rose in the stats for QA, FCR, AH among Pearson’s other call centers. Laurie’s attitude has positively influenced everybody who is lucky enough to work with her 

I am confident Laurie will exceed your expectations and I highly recommend her. We are sorry to lose her and her contributions in our workplace over the years have been substantial. Please don’t hesitate to call or email me if you require further insights into her skills or characterOctober 26, 2012, Gagan worked indirectly for Laurie at Pearson Education

Mehnaz AliPROJECT SPECIALIST at Cisco

Laurie was one of the best manager I ever worked for. She is an extremely talented and experience people & project manager. She always took the time to listen to her employee’s needs, engage where necessary.October 5, 2012, Mehnaz reported to Laurie at WebEx

Chad SmithProduct Manager at PowerSchool Group LLC.

Laurie is always great to work with and she is really on top of her game at work!

Alta LjungOffice Services Coordinator at CBRE, Inc.It was my pleasure to work with Laurie during my time at Pearson. Laurie was always available to help wherever there was a need or request. On several occasions I called on Laurie for assistance with our customers when I was at a loss of how to answer their questions, and she went above and beyond to make sure they were happy. I've always been impressed with Laurie's ability to jump into a new task and easily absorb it, then apply it; plus she has a very creative side that comes through with her generous nature, and giving spirit to otherOctober 30, 2012, Alta worked with Laurie at Pearson Education

Fran HawkinsSenior Project Manager / Implementation SpecialistAs an Implementation Manager I worked very closely with Laurie and her team on customer escalations. Laurie always ensured issues were directed to the appropriate subject matter experts and resolved in a timely manner. Laurie is a true customer service professional, with the ability to develop high performing and loyal teams.  Laurie would be an asset to any organization. She is dedicated to providing a high standard of customer satisfaction and a pleasure to work with.October 26, 2012, Fran worked with Laurie at Pearson Education

Stephen K. KujubuMarketing Campaign Manager at Pearson

As part of the supervisory team of Pearson Technology, Laurie was one of the most helpful and accommodating support personnel to go too for assistance & resolution for account issues. I found her to be very responsive. She always went "out of her way" to go beyond what was requested in order to satisfy the customer’s needs & problems.October 26, 2012, Stephen worked with Laurie at Pearson Education

Michal WiduchSenior Technical Support Specialist at PowerSchool Group LLC

Laurie's attention to detail and customer satisfaction were always the number one priority when dealing with the customer. I have found Laurie to be a pleasant, highly skilled person who is never afraid to take on a challenging task. I feel that Laurie would be an outstanding asset in any environment. Highly recommended!October 26, 2012, Michal worked indirectly for Laurie at Pearson Education

Jon Mark GlennAccount Executive at PowerSchool Group LLC

Laurie did a great job in managing her group. She (and her group) were always very responsive and supportive to the software sales group, and made our job easier because they were dependable and timely about taking care of our customers.

October 25, 2012, Jon Mark worked with Laurie at Pearson Education

Michael WoosterSolutions Engineer at PowerSchool Group LLCI have worked with Laurie Henry for over four years and can say without hesitation that she would be a tremendous asset to any origination. She is not only a dedicated employee that is passionate about her work, but also is an absolute delight to have in the office. The combinations of those two traits, in my opinion, are rare. 

Laurie has an amazing ability to make decisions with the best interest of all parties’ involved- customer (experience), company (policy) and sales (revenue). Laurie has what I wish every support manger should have, an amazing “situational understanding” of the issues at hand. Laurie’s ability to quickly dissect, assess and appropriately react in a timely manner to situations is remarkable. 

Laurie also understands how customer support issues can impact various internal team efficiencies such as Sales. She is extremely supportive to our Sales team understanding that a support issue for a current product can negatively influence the sale of up-sell products. Our sales team has always relied on Laurie to quickly resolve support issues, confident that the issue will be resolved thus allowing our team to focus on sales. Her intervention has often resolved customer satisfaction issues that have been instrumental in the up-sell of new products. 

I can assure you that Laurie’s experience, attitude and conscientiousness’ will deliver an immediate positive impact to you and your organization. I highly recommend Laurie!October 18, 2012, Michael worked indirectly for Laurie at Pearson Education

Brenna NelsonMarketing Developer with Quest

Laurie was a joy to work with at Pearson. She always handled customer issues with professionalism and a positive attitude. She would be an asset to any company.October 16, 2012, Brenna worked with Laurie at Pearson Education

Richard RocamoraComplacency & Conformity kill ideas & Innovation.Laurie is very customer service oriented, she had a knack for finding the right person for the Job and made sure our customers were happy. Working in an environment where you deal with customers on a daily basis and are expected to provide world class support you tend to gain a different perspective on service & support providers and expect them to treat you the way you treat your own customers. Laurie is a great example of this and treating people the way you wish to be treated. 

Sincerely and like a human beingOctober 15, 2012, Richard worked indirectly for Laurie at Pearson Education

Monica WongQuality Assurance Engineer at PowerSchool Group LLC

Laurie has a passion for ensuring great customer service for her customers. Also, I found Laurie had an open door policy and was always willing to listen and help her employees.October 13, 2012, Monica worked indirectly for Laurie at Pearson Education

Antonette AdamsProgram Manager, Change Management at Pearson

Laurie is a skilled, passionate, and dedicated technical support professional. She is resourceful, innovative, and possesses a thorough understanding of call center operations and managing virtual teams. Laurie has a heart for service when it comes to customers, her team, and colleagues. It was a pleasure to work with Laurie and have direct exposure to her technical expertise.October 9, 2012, Antonette worked directly with Laurie at Pearson Education

John SteeleManager Support Systems at HSBC Bank Bermuda Limited

I enjoyed working with Laurie during our time at PowerSchool, and found her to be consistently friendly and engaging. On the occasions when our work brought us together, I was always very impressed with her thoroughness and dedication.October 5, 2012, John worked with Laurie at Pearson Education

Jon KennedyMultimedia Content Developer at PowerSchool Group LLC

If you are looking for a dedicated and detail-oriented individual, who is always a pleasure to work with, Laurie will be an invaluable addition to your support operations team.October 5, 2012, Jon worked with Laurie at Pearson Education

Yared NegussieTechnical Support Engineer at PowerSchoolLaurie was my supervisor at Pearson. I have known her to be strong and passionate leader. She cares about her job and her team. She takes control of situations and always makes the right decisions to solve problems. She never seizes to inspire her employees. I learned the importance of customer care by watching her make sure customers are always satisfied with the service they receive from her employees. She expects the best out of her employees, and provides every opportunity for employees to excel in what they do. Laurie will be excellent asset to any company that needs a natural leaderOctober 5, 2012, Yared reported to Laurie at Pearson Education

John ThomasData Center Manager at Quest BRCLaurie has excellent communication skills. In addition, she is extremely organized, reliable and computer literate. Laurie can work independently and is able to follow through to ensure that the job gets done. She is flexible and willing to work on any project that is assigned to her. Laurie was quick to volunteer to assist in other areas of company operations, as well. Laurie was tasked to create Customer relations with over 100 clients and did a superb job for us. She created an extensive Customer book for each Customer and we still use that format today. 

Laurie was a tremendous asset for our company and has my highest recommendation.October 5, 2012, John managed Laurie at Herakles Data Center, Inflow Data Center and works directly with her at Quest

Jeremiah JohnsonSenior Technical Support Engineer at PowerSchool Group LLCI have had the great pleasure of meeting and working with Laurie since 2008. Though I had never reported directly to her as my manager we still worked together on various tasks within Pearson's support organization. She was one of the kindest, detailed oriented managers I had the opportunity to work with. Laurie had a great rapport not only with me but every individual agent that she interacted with. When tasked with items, she made every effort possible to ensure questions had been answered in a timely manner and she always maintained a conflict free work environment. I would recommend her for any future endeavors that come her way and know that she would be a success within that environment.October 5, 2012, Jeremiah worked indirectly for Laurie at Pearson Education

Mike JacksonProduct Support Engineering Supervisor at PowerSchool Group LLCLaurie is a natural leader, who always uses her abilities to inspire confidence in her people, and will always be able to guide them on a path that will always exceed the needs to successfully accomplish the mission. I have known her to be the most forthright person, showing the utmost in professionalism and desire to see every single member of her team, and other teams, succeed

October 5, 2012, Mike reported to Laurie at Pearson Education

David ChainSenior Business Analyst, Consumer & Employer Engagement at Blue Shield of California

Laurie is a very hard working individual who makes great strides to help each employee in succeeding in their success along with the success of the company. She is innovative and always willing to help in any way she could. It was a pleasure working with her.October 12, 2012, David worked directly with Laurie at WebEx