SUMMARY

• Results oriented with a focus on client experience, meeting task objectives while recognizing the big picture.

• Proficient in identifying workflow inefficiencies and improving processes with technical solutions.

• Demonstrated ability to recognize opportunities in client engagements and drive revenue.

• Recognized leadership in collaborating and coordinating cross functional teams to common goals.

• Clear and concise communicator of technical information to non-technical audiences.

• Highly adaptable in learning new technology and industry quickly.

WORK HISTORY

Company Confidential

9/06 – Present

Application Engineer

• Deliver sales presentations of project management & collaboration software tailored to client business requirements.

• Engage clients to identify current processes & pain points and recommend solutions & integrations.

• Design & validate solutions to clients through functional & technical proofs-of-concept.

• Address pre-sales technical questions & issues.

• Analyze client business processes to estimate & specify implementation plan, scope of work, & schedule.

• Create & customize training workbooks & curriculum based on standard industry practices.

• Deliver instructor led training for new & intermediate users.

• Provide remote & onsite technical support, problem determination, & resolution.

• Coach & mentor other staff focused on sales and support of project management & collaboration software.

• Demonstrate software solutions at trade shows & conferences.

Company Confidential

12/03 – 9/06

Sr. Technical Analyst

• Managed enterprise accounts by addressing technical issues related to project management & collaboration software.

• Acted as trusted advisor to major clients, providing recommendations for post-sales implementions and upgrades.

• Analyzed client requirements and software specifications to identify & document enhancement requests & defects.

• Designed & validated workaround solutions to outstanding enhancement requests & defects.

• Mentored Technical Analysts in troubleshooting project management applications & SQL issues.

• Developed training materials & delivery methods for new Technical Analysts.

• Assisted in administering project management & collaboration software in web-hosted environment.

Technical Analyst

• Supported project management & collaboration software to exceed client expectations & performance metrics.

• Resolved issues with SQL database applications by narrowing the scope of problems & troubleshooting.

• Collaborated with clients & Product Team to document, validate, & prioritize enhancement requests & product defects.

• Created internal & external knowledge base articles & images.

Company Confidential

3/00 – 3/03

Sr. Support Analyst

• Managed outsourced support vendors, comprised of 32 team members in India & Amsterdam.

• Streamlined & documented vendor processes, reducing escalations to internal support by 23%.

• Developed & executed vendor QC program to monitor & exceed SLA performance metrics.

• Created & maintained 600+ knowledge base articles accessible to support teams and consumers.

• Streamlined knowledge base content, helping to reduce support incidents by 25%.

• Updated knowledge base, working with Product Managers, Technical Writers, & department managers.

• Collaborated with OEM vendors to develop documentation & translation vendors to localize EMEA & APAC documentation.

• Led implementation & maintenance of department Intranet designed to improve communications between support management, staff, & vendors; achieved milestones ahead of schedule.

Technical Support Representative

• Provided technical support for anti-virus & firewall applications, consistently exceeding performance metrics.

• Created knowledge base articles & auto responses used by support teams.

Company Confidential

11/98 – 2/00

Human Resources Analyst

• Administered medical, dental, vision & 401K benefits.

• Recruited temporary office staff.

• Provided new hire orientations.

• Maintained employee records in HRIS.

Company Confidential

3/98 – 10/98

Benefits Coordinator

• Administered 401K, relocation, & COBRA employee benefits.

• Maintained employee records in HRIS.

TECHNICAL SKILLS

• Windows Networking & Security

• RightNow Web KMS, Vantive CRM, eGain CRM, Pivotal Relationship CRM, Dashboard CRM

• Prolog Manager, Prolog Website, ProjectTalk for Web Based Project Management & Collaboration, Adenium Document Fulfillment System, Adenium PDM for web-based Document Management

• Adobe Acrobat, Citrix, Internet Explorer, Netscape Navigator, Mozilla Firefox, WinZip, WinRAR, WebEx, Microsoft Live Meeting, Global Crossing, WS_FTP Pro

• SQL Server 2000 (Enterprise Manager, Query Analyzer, SQL Profiler), SQL Express 2005, Relational Database Concepts

• HTML, CSS, JavaScript, Dreamweaver, HomeSite, Visual SourceSafe, ImageReady, PhotoShop

EDUCATION

Saint Mary's College of California

Bachelor of Arts in Psychology