Automation Analyst

• Jun 2022 - Present

Remote Technical Support Coordinator

• Nov 2018 - Jun 2022

• Support engineers on client projects, troubleshoot and manage product installation and database upgrades. • Manage and triage high-priority calls for clients resolving software services. • Work remotely and on client premises to analyze trouble areas and provide solutions to reduce downtime. • Review and analyze methods, charts, and graphs • Collaborate with offshore teams on technology solutions, data updates, monthly reporting to ensure clients are satisfied and resolve tickets. • Develop ad hoc reports to highlight pertinent data; update email addresses in Salesforce to maintain accuracy. Accomplishments: • Recruited by management to lead weekly meetings for the past 3 years with a team of 10 staff members. • Successfully streamlined, addressed and resolved technical issues expeditiously. • Improved the overall job performance of the support team, increasing client satisfaction. • Assisted in the creation of documented procedures which improved performance by 5%. • Supported cloud and on-premises customer installations reducing downtime. Show less

Support Lead

• Oct 2015 - Nov 2018

• Provided administrative support tracking a team of 8 staff members in the management of client services and troubleshooting issues. • Developed analytics to review staff performance to provide a roadmap to management to track the overall success of staff and client projects. • Scheduled on-call rotation, SOPs, and product training. • Tracked individual and team metrics, analyzed data and scores for both individual and team performance. • Developed reports to provide further visibility of customer impact of software defects and aid in prioritizing defects with Development Teams. Accomplishments: • Successfully transitioned team and processes from Salesforce to CRM Dynamics while minimizing impact to customers. • Reduced duplicate defect tickets by assigning work to technically experienced staff members. • Refined metrics reporting process allowing agents to receive weekly metrics updates vs. monthly. • Promoted to Lead position due to strong job performance in technology, reporting, and client relations. • Held monthly meetings with key accounts and optimized client satisfaction. • Started in a Technical position focused on the collection of data and management of databases and queries. Show less

Physics Teacher

• Aug 2013 - Aug 2015

• Created and implemented lesson plans based on state education standards. • Mentored high-achieving students through College Readiness Leadership Program. • Instructed weekend SAT Math prep courses, AP and High School Physics, Precalculus, Algebra I & II, and Earth Science. Accomplishments: • Played a key role increasing student test scores through practical lesson planning and mentoring. • Created and implemented lesson plans based on state education standards. • Mentored high-achieving students through College Readiness Leadership Program. • Instructed weekend SAT Math prep courses, AP and High School Physics, Precalculus, Algebra I & II, and Earth Science. Accomplishments: • Played a key role increasing student test scores through practical lesson planning and mentoring.