Kristina Holland

Master's

Management Information Systems

SAI Global Compliance Learning

Director of Technical Services & Support, Manager of Support, & Senior Application Support Engineer

• As Director: Reported to the Senior Vice President of Client Services for Compliance eLearning in the Risk Management division and managed a team of 8 application and solution engineers servicing over 1k+ clients worldwide on multiple popularly known and custom LMSs. Collaborated with compliance and training executives globally regarding application technical support, escalation management, and LMS implementation services. Liaised with internally facing departments such as Product Development and Client Services to work towards business goals such as reduction of incoming Support requests and improving client relationships. Maintained and upgraded support help desk technological solutions for client learner end users, SAI Support engineers, and SAI Client Services. • As Manager: As Manager of Support, Learning, responsibilities included serving learning and technology support needs of hundreds of well-respected corporate compliance training clients hosted by SAI Global. Acted as the technical and learning consultant agent for clients to develop strategies and implement solutions. Managed a worldwide team of engineers (including three vendor engineers) virtually that accepts, triages, and resolves incidents reported by clients for the complete suite of SAI Global learning solutions situated on multiple LMSs including custom-created and off the shelf. Mentored and developed support engineer team on technical skills, incident triage competency, client relations, and use of helpdesk business tools. Contributed to growth of the Support Knowledge Base for clients as well as agents by working with Product development department. As ZenDesk helpdesk system administrator, worked to innovate helpdesk technologies and learning solutions for clients and support agents.