1. Mr. Ashley Price Simpson
2437 Lake Vista Ct. Apt. 10-05  Casselberry, FL 32707  863-381-4462  Ashley@ashleypricesimpson.com
EXPERIENCE
In a Nutshell:
 Project Management  Training Manager  SaaS Application Support
 Bachelors of IT Degree  Customer Service Focused  Team Builder
 Quality Assurance  Excellent Communicator  Graphic Design
Project and Development Manager, Film Fray Corporation
Orlando, Florida, October 2014 – Present
As part of the Development and Project Management Team, my focus has been on SaaS application design,
development, implementation, and debugging; Working closely with software developers to deploy new SaaS
products, and bring them to market. Primary responsibilities include, but are not limited to:
 Creative Input, Design, and Functionality of applications being developed.
 Providing regular feedback, and suggestions on areas of the application or service that need attention.
 Developing Market strategies to promote services, and applications, via Social Media, Multimedia, and
Print
 Human Resource and Administrative Management; Prospective Employee Search, and Interviews
 Research and Testing on new and current technologies
 Design of Social Media, Print, and Multimedia Adverts
Supervisor / Personal Support Center Collegis Education/Rasmussen College.
Orlando, Florida, Feb 2010 – October 2014
Oversaw support center operations for a 24/7 technical support and customer service center for higher education,
serving more than 50 institutions. Direct reports from 20 during normal contact volume, and up to 50 during peak
contact volume. Supporting both SaaS and Client Side Applications, as well as Student, Staff, and Instructor
Inquireies.
 Oversee Daily Operations, staffing, scheduling, and contact statistic monitoring
 Business, Department, and Agent reporting on contact volume ratios, on mediums such as phone, chat,
and email.
 Agent Training and Coaching, to ensure accuracy of information and support provided.
 Quality Assurance through record monitoring, and reviews
 Plan development to handle peak contact volume for an increased metric from 40% to 90% handle ratio
 Liaison between departments, vendors, instructional designers, and executive management.
 Develop, Deploy and Maintain Service Level Metrics and KPI’s
 Organizational and Departmental Growth and Development conceptualizing with emphasis on
outlining and marketing differentiators from competition
 Conducted needs analysis, gap analysis, and examines training tasks and requirements while
identifying alternative approaches to training the job tasks – Front-End Analysis.
 Performed analysis and research on current training problems and best practices while identifying options
and recommendations for more efficient and effective human performance.
 Designed, developed, and implemented effective scenario-based learning (Problem-Centered Learning).
 Recruits and interviews for open team positions, and existing agent evaluations.
 Support Students, Staff, and Faculty on SaaS and Client Side applications

2. EDUCATION
American Inter-Continental University, AIU Online
Bachelor of Science, Major: Information Technology
Relevant coursework includes: Project planning and management, web development, Information Systems
Security, Network and Telecommunications, Software Application Engineering
American Inter-Continental University, AIU Online
Associates; Major: Business Administration
Relevant coursework includes: Team Building, Management, Statistics, Marketing, and Economics
COMPUTER SKILLS
Platforms: Widows 10, Window 8/8.1, Windows 7, Windows Vista/XP, MAC OSX, All Major Internet Browsers
Software and Applications: MS Office Suite, Adobe Photoshop, Salesforce, Cherwell, Zoho, NICE, Bomgar,
Logmin Rescue Numerous LMS Platforms, such as Angel, Blackboard, Engage,Canvas, etc. Moxie Email and
Chat, Adobe Connect, WebEx, Mediaspace, Office365, GoToMeeting, FTP, SMS Messenger, and many other
applications. Broadband and Network Connection Troubleshooting. Ie. Cable, DSL, and Wifi Connections.
PROFESSIONAL TRAINING AND CERTIFICATIONS
 ITIL Foundation Certified – Oct. 2014
 Completed numerous professional training seminars in customer service and management
AWARDS AND RECOGNITIONS
 Customer Services in Excellence Award – StratoNet
 Rasmussen IT Award – Rasmussen College
 Rasmussen REMY Award – Rasmussen College
PREVIOUS EXPERIENCE
Technical Support Manager, StratoNet,
Sebring, Florida
Jun 1997 – Jan. 2010
 Liaison with Vendors and Partners
 Equipment Inventory Tracking and Returns
 Customer Service Orders and Tracking
 Service Follow up and Trouble-shooting
 Marketing Campaigns
 Website Design and Maintenance
 Team Management (up to 12 agents)
 Project Management
 Statistics Reporting
 Scheduling
 In Person, Telephone , and Email Customer Interaction
 Employee Training and Reviews