Owen Youngblood

Provided exemplary support for a group of Higher Education Institutions located in the northeast region of the US, assisted with development, training and rollout of Pearson products, while effectively establishing positive, supportive relationships with clients

Designed, maintained and provided guidance on all technology issues pertaining to operation of private media and publishing company, including website design/maintenance, private network setup including provisions for disaster recovery

Increased end-user confidence in the Help Desk through implementing prompt, professional solutions; doubled call volume in a period of 3 months Composed KB Articles to establish end-user database, developed, tested and revised Service Desk daily operating procedures, and after-hours support procedures/decision matrix

Succeeded in improving internal Help Desk response times and overall client satisfaction in demanding, time-sensitive environment, while receiving numerous accolades for exemplary technical knowledge and expertise, efficient problem-solving skills, professionalism, and friendly demeanor from top partners and administrative staff