Experience

AppDynamics

• United States
• Software Development
• 700 & Above Employee

• Customer Experience Manager

  • Nov 2021 - Present



Transact Campus

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Technical Support Engineer II

  • Jul 2019 - May 2021

  Phoenix, Arizona Area Responsible for evaluating the business impact and severity of technical issues related to cloud-based and on-premises point of sale systems, mobile ordering, and payment gateways. Member of escalation team for frontline technicians. • Guides clients through technical configurations of sustainable technology solutions and integrations • Assess case severity based on business impact and coordinate internally to deliver continuity of operations • Consult with technology and business… Show more Responsible for evaluating the business impact and severity of technical issues related to cloud-based and on-premises point of sale systems, mobile ordering, and payment gateways. Member of escalation team for frontline technicians. • Guides clients through technical configurations of sustainable technology solutions and integrations • Assess case severity based on business impact and coordinate internally to deliver continuity of operations • Consult with technology and business teams on difficult cases to align with sustainable business goals • Train clients and colleagues on advanced troubleshooting and case management • Work directly with vendors to promptly resolve errors relating to technical integrations • Prepare, process, and verify extensive data sets into successful imports within client databases • Communicate clearly and effectively with clients on product usage, functionality, and best practices Show less



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Client Support Specialist II

  • Mar 2018 - May 2019

  Tempe, Arizona Responsible for resolving complicated payroll cases including tax analysis, accounting issues, general ledger troubleshooting and software management. Selected as team leader for 2 pilot projects to integrate new services and streamline processes. • Trained and supervised numerous employees in the proper methods of handling complex, payroll critical tasks • Selected as Peer Mentor Leader in one month and received 100% positive feedback on surveys • Team Leader on pilot project to… Show more Responsible for resolving complicated payroll cases including tax analysis, accounting issues, general ledger troubleshooting and software management. Selected as team leader for 2 pilot projects to integrate new services and streamline processes. • Trained and supervised numerous employees in the proper methods of handling complex, payroll critical tasks • Selected as Peer Mentor Leader in one month and received 100% positive feedback on surveys • Team Leader on pilot project to redesign the methodology of call handling for Associates • Presented pilot program to key leaders to integrate Client Services and Teledata Payroll into one business unit • Designed and led presentations on call etiquette, behavior, time management and advanced problem solving Show less



Maricopa County

• United States
• Government Administration
• 700 & Above Employee

• Planning and Analysis Intern

  • Feb 2017 - Dec 2017

  Phoenix, Arizona Area Selected as intern to conduct a cost-benefit analysis for the proposed Residential Fireplace Retrofit Pilot Program with a focus on defining the economic benefit of conversions to gas burning fireplaces in compliance with the Clean Air Act. • Analyzed dozens of compliance initiatives relating to construction, air quality, motorway consideration, transportation, public transportation, industrial and retail pollutants, and recreation • Extensively researched the Clean Air Act and… Show more Selected as intern to conduct a cost-benefit analysis for the proposed Residential Fireplace Retrofit Pilot Program with a focus on defining the economic benefit of conversions to gas burning fireplaces in compliance with the Clean Air Act. • Analyzed dozens of compliance initiatives relating to construction, air quality, motorway consideration, transportation, public transportation, industrial and retail pollutants, and recreation • Extensively researched the Clean Air Act and related local policies to fully understand regulatory environment • Electronically cataloged various technical documents, guidelines, and policies dating from the 1960’s to the 1990’s, and took part of a committee to eliminate or streamline the current policies in effect • Made recommendations to leadership on streamlining current policies and incorporating policy project scope • Established a comprehensive database and physical files retrieving and managing accurate documentation Show less



US Army

• United States
• Armed Forces
• 700 & Above Employee

• Infantryman

  • Mar 2012 - Jun 2015

  Clarksville, Tennessee Area - Accountable for $20,000 worth of sensitive equipment over a 3-year period resulting in zero losses. - Supervised 4 personnel in multiple hazardous live fire training events. - Deployed twice to the Middle East and effectively dealt with people of other cultures and values. - Responsible for the operation and maintenance of several large trucks and heavy machinery, with and without formal training. -Became proficient with cutting edge technological communication… Show more - Accountable for $20,000 worth of sensitive equipment over a 3-year period resulting in zero losses. - Supervised 4 personnel in multiple hazardous live fire training events. - Deployed twice to the Middle East and effectively dealt with people of other cultures and values. - Responsible for the operation and maintenance of several large trucks and heavy machinery, with and without formal training. -Became proficient with cutting edge technological communication networks. -Became proficient with a number of high tech equipment, weapons, and devices to ensure mission success. Show less