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Skills

  • Hardware evaluation
  • Business operations
  • Relationship development
  • Process improvement strategies
  • Pre-sales support
  • Operational improvement
  • Project management
  • Risk management processes and analysis
  • Process implementation
  • Product testing

Work Experiences

  • Double-checked the data's accuracy and integrity.
  • Acted as a liaison between the customer and Product Support Engineer, resulting in a more efficient feedback loop and contributing to a 63% release time decrease.
  • Achieved results within two years.
  • Analyzed feedback from client interactions and crafted 14 new features for Asana, reducing customer-reported bugs by 23%.
  • Kept the team up to date on progress and addressed any concerns in order to meet the project's deadlines.
  • Acted as a liaison between the customer and Product Support Engineer.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Answered an average of 14 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Achieved this in procedure.
  • Troubleshooted and provided effective solutions to system and customer issues.

Summaries

  • Motivated Product Support Engineer with experience managing large-scale projects, including budgeting and administration.
  • Demonstrated a strong understanding of the product in order to quickly identify and resolve issues.
  • Professional with 12 years of progressive experience in the field who is highly organized and detail-oriented.
  • Achieved results over three years.
  • Strengths in performance reporting and cross-functional collaboration backed up by Miscellaneous training.
  • Customer-focused Sales Representative with 16 years of experience solving problems for clients.
  • Vendor management expertise with strategic planning and budget management skills.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing with natural ability to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.

Accomplishments

  • Developed technical knowledge base articles, leading to a 61% reduction in new user support tickets after standard.
  • Managed
  • Trained
  • Established
  • Improved
  • Consulted
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Delivered top-tier customer support for QuickBooks, consistently resolving 84% of issues within SLA across the Northeast.
  • Resolved
  • Identified

Affiliations

  • Certified Professional in Technical Support Leadership
  • Member of the Professional Customer Support Community on ZenDesk
  • Association of Information Technology Professionals
  • Affiliate of the Society of Technical Communication (STC)
  • Active Contributor in Support Driven Community
  • Jaycees
  • Global Member of the Association for Computing Machinery (ACM)
  • Society of Human Resource Management
  • Association for Computing Machinery
  • Proud Member of the Product Development & Management Association (PDMA)

Certifications

  • Salesforce
  • Professional Scrum Master (PSM I) by Scrum.org
  • SAP Certified Technology Associate for Product Support
  • Certified Protection Officer (CPO)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • JIRA Project Administration Certification
  • Salesforce Certified Administrator
  • Certified in Problem Analysis and Decision Making (PADI)
  • CompTIA A+ Technician
  • Microsoft Certified: Azure Fundamentals

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