Increased user/stakeholder satisfaction 20% by restructuring an investment’s customer service processes, using Business Process Modeling tools to enable prompt resolution by Tier 1, Tier 2, and Federal Tier 3 Technicians. Boosted division efficiency 10% by developing Standard Operating Procedures (SOPs) and process flows that ensured IT specialists and network engineers adhered to policies, procedures, and/or requirements for new user account creation and scheduled maintenance.