Experience

• 

  Workday

  • United States
  • Software Development
  • 700 & Above Employee

  • Manager | Technical Support Delivery

    • May 2022 - Present

  • Associate Manager | Operations Support

    • Mar 2018 - May 2022

    Responsibilities Include:1) Managing the Workday Operations Support team - hiring and retaining the best software support people now and planning for future business needs.2) Resolving customer issues, implementing and meeting Service Level Agreements and improving our current processes.3) Establishing checkpoints as customers move from implementation to production to upgrades and beyond.4) Participate in and help schedule 24X7 global coverage for customer support personnel.5) Act as the escalation manager when customer issues severely impact a customer, driving problems to resolution and managing the communications and expectations within Workday and with the client.6) Develop employee training requirements to ensure staff is highly proficient with Workday services.7) Administer the customer support system and its integrations to other systems.8) Publish meaningful metrics for the support organization/team, analyzing the data for process improvement.9) Prepare team and systems for new Workday software releases.10) Leverage the Workday Community fully to share knowledge of customer issues with all customers. 11) Uphold Workday’s policies for data security and customer data access.

  • Operations Support Analyst

    • Oct 2016 - Feb 2018

    Responsibilities include:1) Working directly with customers, operations and development to research, troubleshoot and resolve performance issues2) Manage incoming case queues to meet stringent Service Level Agreements3) Clearly and succinctly document communications with customers in Salesforce4) Effectively prioritize and escalate customer issues as required5) Replicate and verify customer problems and log issues to development.6) Participating in projects and initiatives to improve processes and drive efficiency gains

• 

  Attaché Software

  • Auckland, New Zealand

  • Support Consultant

    • Jan 2012 - Oct 2016
    • Auckland, New Zealand

    As a support consultant, my primary role is to provide technical support and backup to end users and our partner network. I address direct queries from the Attaché partners relating to the implementation of the Attaché Accounting software in a commercial environment. Responsibilities include :• Providing application and technical support to all end-users and partners (email, phone, remote)• Manage incoming case queues and document communications with clients within Salesforce• Implementing our software solutions onto client systems (remote)• Creating and updating relevant support documentation and online material for users • Conducting regular webinars for end users and partners to improve their knowledge of our software • QA Testing and providing feedback to R&D (using JIRA)• Providing Payroll Bureau Service to clients• Social club president – organizing team building activities • Fire Warden