Alfrika Williams

About Alfrika Williams

User Experience Manager with expertise in implementing products globally for employees, help and service desk operations, training and communications. Oversees a teams focused on increasing customer satisfaction through seamless, multi-faceted, communication platforms. Transitions tens thousands of employees to the latest technology in less than 3 months, using AI and modernized training techniques. and streamlines practices that decrease user wait times by 10%. Experienced in working with Mac and Windows systems, troubleshooting issues, and providing technical support and report findings to C-Suite Executives. Areas of Expertise User Experience (UX)| ITIL | Enablement | Leadership | Team Management | Corporate communication |Training and development | Job postings | Strategic planning | VDI| ServiceNow | MS Teams | MS Office |

Experience

1. User Experience Manager

   CommScope

   Jun 2018 — Present · Hickory, NC, US

   My team and I implemented a successful delivery of a natural language AI chat bot to employees worldwide. We worked cross functionally by creating a training and communication plan with knowledge articles that developed the bot’s responses to our internal needs. A few other large projects for my team included transitioning over employees from Skype to Microsoft Teams through announcements, Newsletters, training videos, classes and games. We had less than 80 days to completely train and move the entire company over.Collaborated with the Help Desk to shape direction of new ways to improve customer to IT interactions by capturing employee’s feedback. We took the responses and drove the learning program that quickly transitioned and trained employees on Microsoft Products, Workspace ONE, MFA and other security layers implemented in the company.Other Achievements:• Participated in the Microsoft TAP 100 product launch of beta testing of Microsoft Teams and deployment process as well as collecting ongoing feedback for product improvement• Conduct presentations, webinars, and lead one-on-one training sessions• Onboarded and trained over employees using the beta platform of Microsoft Teams Live Events• Modernized training techniques with Camtasia and Vyond video training. Including workshops and mini training sessions• Communication lifecycle supports the implementation of key projects such as Workspace ONE, Office 365, Windows 10, and McAfee rollouts• Created a Knowledge Base Lifecycle process in ServiceNow that lets managers, teams, and customers around the world find, share, and use actionable information related to their needs

Education

• Rowan University

  Bachelor's degree, Economics

  1990 — 1995

Skills

• Call Centers
• Knowledge Management
• Remedy Ticketing System
• Project Planning
• Sql
• Management
• Citrix
• Microsoft Word
• Team Leadership
• Program Management
• Change Management
• Technical Documentation
• Technical Leadership
• Project Management
• Computer Hardware
• Networking
• Leadership
• Windows
• Wireless Networking
• Lotus Notes
• Windows 7
• Crystal Reports
• Strategic Planning
• Microsoft Office
• Microsoft Sql Server
• Help Desk Support
• Customer Service
• Analysis
• Tactfulness
• Disaster Recovery
• Microsoft Excel
• Powerpoint
• Diplomacy
• Software Documentation
• Outlook
• Vendor Management
• Access
• Training
• Sharepoint
• Information Technology