Kyle Reddoch

• Manage 250+ endpoints across 10 clients, ensuring high performance, security, and stability.
• Implement cybersecurity initiatives including firewall and endpoint protection, significantly reducing security vulnerabilities.
• Monitor IT and cybersecurity incidents, reducing downtime and enhancing system resilience through regular audits and assessments.
• Develop managed services strategies that optimize IT operations and strengthen client relationships, increasing retention rates.
• Automate routine tasks like patching and monitoring, improving operational efficiency and decreasing manual workloads. Lead crisis response efforts for IT and cybersecurity incidents, achieving high levels of client satisfaction within budget constraints.

Worked on implementing a custom email marketing system with Salesforce for both the company and its clients. Also helped with IT duties such as creating new employees on the network with appropriate roles, etc.

Maintained and oversaw the public website for the bank. Responsible for all changes and regulatory requirements. Heavily involved in the internal SharePoint as an administrator. Oversaw the entire farm from a governance and functionality standpoint. Provided employees with services in mobile applications, enterprise portals and various web services. Maintained, managed and reported on the farm web, application, index, query and database servers in accordance with best practices. Used various PowerShell scripts for maintenance and governance of the SharePoint environment.

Selected achievements:

• Developed new public website for bank suing HTML5, CSS3, & Javascript.
• Maintained and administered the bank’s intranet using SharePoint.
• Right before I left, was working with software developers in moving online banking and mobile apps in-house.

Serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests and maintaining call center database. Providing high-quality, positive customer interaction in a Call Center environment.

• Typical calls include: establishing, transferring, and/or disconnecting service; analyzing and explaining customers’ bills; negotiating payment arrangements; promoting various marketing programs; and electric calls, including electric emergencies.
• I participated in on-call rotation during emergency/outage situations.

Pick up and meet passangers according to requests, appointments, and schedules. Pick up passengers at prearranged locations. Interacted with passengers and provided information about the local area and points of interest, and advice on restaurants.

Duties included unloading products from trucks, sorting products in the backroom, stocking store shelves with products, ensure that store aisles were clean, organzied, and presentable. Engaged vendors, drivers, and customers with a positive attitude and helped answer questions.

Responsible for developing, implementing and managing marketing campaigns that promote client’s products and/or services. Played a major role in enhancing brand awareness within the digital space as well as driving website traffic and acquiring leads/customers. Identified and evaluated new digital technologies and used Web analytics tools to measure site traffic to better optimize marketing campaigns, email marketing, social media and display and search advertising.

Selected achievements:

• Increased client’s profit margins and overall visability on the internet and social media.

As the SEO Specialist, I bridged communication and knowledge gaps between digital search and other SEO dependent inbound digital marketing disciplines for clients. I also offered strategic direction for SEO & improve rankings, search engine accessibility and engagement for the company’s clients. On the opposite side of the spectrum, I worked with other company team members where I provided detailed implementation instructions down to the code and task levels. Occasionally coded websites.

Selected achievements:

• Increased client’s visablity on the internet through improved search rankings and engagement.

Used workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments. Utilized call center tools to observe agents actual state compared to agents scheduled state. Managed real-time inbound call traffic to help ensure that service levels were met. Gained an understanding of the technical and business solutions; optimized schedules, forecasts and other tools and presented them to management. Prepared and maintained reports and monthly impact statements. Drove familiarity with analysis and ensure consistent methodologies are followed to maintain quality support the preparation of ad hoc analysis that enables strong understanding of the business. Provided training on report development to team members and management as needed.

Customer Service Representative for Sitel’s Amarillo Call Center. Worked as a Back Office Support Staff for the USAA Campaign. Assisted and provided outstanding service to members via a mixture of outbound/inbound calls pertaining to their Auto Policies.

Managed all incoming and outgoing content in relation to social networking sites - Facebook and Twitter to name few. Continually researched emerging online trends, tracked online demographic information and created compelling information/giveaways and contests to engage followers and fans. Forwarded promotion of the company, community engagement and maintaining fun and informational outlets. Assisted with related promotional duties including marketing, public relations, media relations, proofing and writing copy and assist other.