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