Applications: MS Project, MS Access MS Office, JIRA, Tableau
Languages: SQL (basic), Python (basic), Scripting
- Supported program sourcing 1,000+ contractors across all of Confidential . Interviewed applicants and supported processes to select and onboard contractors. Reduced time to source contractors by 25%.
- Arranged and facilitated meetings, developed SOWS, governed contracts and approved invoices, forecasted expenses and monitored budgets, supplied metrics, dashboards and presentations for program management and finance.
- Migrated staff of purchased company to Confidential network and applications. Ordered hardware and software, imaged PCs, setup VPN and supported end user migration.
- Provided external support for WebDAM’s web application. Implemented support framework that improved customer satisfaction by 10%, ticket resolution time by 25%, and improved issue resolution time by 10%.
Technical Support Specialist
Confidential, San Jose
- Provided external tier 3 support for G Suite ( Confidential Apps). Responded to tickets, fixed bugs and performed root cause analysis, managed outages, and facilitated product launches. Trained and managed Confidential support teams. Achieved over 95% customer satisfaction.
- Managed project launches for department, forecasted work effort, monitored and presented status to management.
Service Desk Analyst
- Provided internal support for all Confidential hardware and software company wide.