Bill McCulley
Customer Success Lead | Knowledge Manager | Driving Client Success Through Seamless Communication.
- Role
- Lead IT & Business Process Analyst Digital Products at Deloitte
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Bill McCulley
As a Customer-centric Technical Consultant, I am skilled in collaborating with business…
Experience
Lead IT & Business Process Analyst Digital Products
Jan 2016 — Present · Princeton, NJ, US
Lead the operation and remote support of six critical software applications for the auditing division, ensuring smooth functioning and prompt issue resolution. TECHNICAL & BUSINESS SUPPORT – Provide expert technical consulting to internal audit and engagement teams, empowering them to leverage technology for efficient audit execution. OFFSHORE TEAM LEADERSHIP – Champion service excellence by managing overseas service providers (including a 50-analyst team) and upholding client service level agreements. RESOLUTION MANAGEMENT – Owned all critical incidents, providing clear communication to leadership on problem identification, implementing solutions, and resolving timelines. CUSTOMER SERVICE MANAGEMENT – Monitor customer service delivery, proactively identifying and resolving issues to guarantee consistent achievement of targets and standards. QUALITY ASSURANCE – Actively participate in product improvement initiatives, including user acceptance testing and bug fix validations. KNOWLEDGE MANAGEMENT – Develop and maintain comprehensive product knowledge documentation, serving as a central resource for both internal teams and clients.
Education
Rider University
Bachelor’s Degree
Bucks County Community College
Additional coursework
Pennco Tech-Bristol
Associates
Skills
- Software Documentation
- Operating Systems
- Css
- IT Operations
- Security
- Team Leadership
- Customer Service
- Business Process Improvement
- Computer Hardware
- Networking
- Hp
- Vendor Management
- Windows 7
- Switches
- Project Management
- System Administration
- Outsourcing
- Windows
- Change Management
- Html
- Software Installation
- System Deployment
- Sharepoint
- Training
- Testing
- Servers
- Active Directory
- Hardware
- IT Management
- Management
- Information Technology
- Leadership
- Troubleshooting
- Infrastructure
- Service Delivery
- Technical Support
- Business Analysis
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