Experience

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  Tyler Technologies

  • Client Success Account Manager
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  Experlogix

  • South Jordan, Utah, United States

  • Client Success Manager

    • Aug 2022 - Present
    • South Jordan, Utah, United States
• 

  Motorola Solutions

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Senior VIP Customer Support Analyst

    • Jul 2020 - Jul 2022

    In this job role, I resolved customer issues and hundreds of user-reported issues through constant improvement mindset. I attained goals by collaborating with multiple teams, including customer success, implementation analysts, software development, sales, and others.Major Achievements:● Presented invaluable information to assure correct deployment of product and delivery of required information throughout entire process.● Offered a "White glove" experience to VIP customers through formulation and implementation of best practices with VIP team.

  • Customer Success Manager

    • Jul 2017 - Jul 2020

    During this tenure, I maintained meticulous record-keeping of all interactions, requirements, and meetings, as well as enabled customers to be more efficient in their roles with products of company. I facilitated internal teams to complete assigned tasks within timeline and improve performance and productivity.Prominent Accomplishments:● Exceeded $10M annual revenue by directing more than 250 customer accounts, spanning some of largest and most difficult agencies.● Disseminated information to customers and reduced turnaround time from 24 hours to less than 10 minutes by designing and testing various tools.● Delivered effective assistance in building Motorola Solutions' Customer Success department from ground up.● Supported in transition and implementation of Motorola's CRM system to Gainsight Customer Success.

• 

  Spillman Technologies - Acquired by Motorola Solutions

  • Systems and Application Administrator - Nevada DPS\DOT

    • May 2016 - Jul 2017

    Over this course of employment, I oversaw adoption and integration of Spillman Flex Software on multiple UNIX and Windows servers. I administered variety of implementation projects during tenure and enhanced state of established products through effective planning.Key Attainments:● Reduced 80% customer support turnaround time by devising new processes and eliminating steps required to report system issues.● Conceptualized, formed, and promoted numerous new standards for training of several hundred people and over 30 Nevada public safety agencies.

  • Technical Analyst I / II

    • Jun 2014 - Jun 2016

    During this period, I acted as technical analyst I / II and training manager for software team, along with spearheaded software patches, downtime, and database management. I managed all issues, tickets, and bugs pertaining to new customers on special request of top management. I authored, streamlined, and standardized training processes within department.Basic Contributions:● Generated $2M+ revenue as tier 2 technical analyst by leading entire onboarding process for products of Weber County Sheriff's Office.● Spoken at Motorola's nationwide Summit (Users Conference) several times and instructed hundreds of system administrators from local, state, and federal public safety agencies.● Earned appreciation and complimented as "knocked it out of the park" from CEO. Also received commendations from Executive Vice President, Director of Customer Support and Director of Customer Service.

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  EDC IT Solutions

  • Utah, United States

  • Owner/Operator

    • Mar 2012 - Jul 2015
    • Utah, United States

    Owner of EDC IT Solutions, a company which consults and provides unsurpassed Technical support. with the ability to "come to you" we not only will fix your technological problems, we will make sure they wont come back!

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  ASPEN MILLS BREAD COMPANY OF UTAH, INC.

  • Ogden, Utah, United States

  • Delivery Driver, Baker, Bakery Manager

    • May 2004 - Jun 2014
    • Ogden, Utah, United States
• 

  Lifetime Products

  • Operations change admin./ BOM Tech

    • 2011 - 2012