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Work Background
UKGProduct Support Engineer
Aug. 2023 - Jan. 2025● Provided technical assistance and post-implementation support for UKG Pro Workforce
Management, a SaaS product, ensuring seamless user experience and compliance with SOC 1 and 2
standards.
● Recorded support activities and cases in CRM (Salesforce), Exceeding 3600 accepted cases,
maintaining a 100% CSAT, and resolving cases within 2.5 days for the fiscal year.
● Managed incidents such as system outages, and zero-day bugs, while providing timely assistance to
shareholders and C-level executives, increasing stakeholder satisfaction by 20%.
● Collaborated with internal business teams and external partners to develop and execute system
enhancements that increased operational efficiency and supported process development initiatives.
● Proficient in Dell Boomi, Jira, Node.js, Google Cloud Platform (GCP), Splunk, Salesforce Service
Cloud, API Management and RingCentral.
● Utilized Splunk to review error and network logs, resolving complex issues including SSO and
SAML troubleshooting for federated authorization.
● Configured and troubleshooted time clock hardware remotely using VNC and UDM, and processed
RMAs, enhancing operational efficiency and customer satisfaction.
● Configured business structures, pay rules, and accrual policies to meet client requirements, ensuring
compliance with company policies and workforce strategies.
● Provided advanced support for UKG Pro WFM, leveraging Dell Boomi to manage and troubleshoot
system integrations, addressing connection errors and optimizing workflows for seamless data
transfer.
● Utilized SQL queries to unlock employee accounts, troubleshoot data inconsistencies, and address
access issues, reducing downtime for end-users and allowing for testing to achieve customer Go-
live.
● Technical Skills:
o WFM Tools: UKG Pro, Advanced Scheduler, Workforce Integration Manager
o Integration & Error Management: Dell Boomi, SFTP, REST APIs, JSON
o SQL Expertise: Troubleshooting, Employee Account Unlocks, Data Validation
o Configuration: Accruals, Pay Rules, Business Structures, Roles, Access Profiles
o Reporting & Analytics: Geolocation, Known IPs, Workforce Metrics
o System Administration: Active Directory, MFA, Group Policy
o Tools & Platforms: Salesforce, Splunk, ServiceNow, VNC, UDM
o Compliance: SOC 1 & 2 Standards
AppleGenius
Feb. 2022 - Nov. 2023● Achieved #1 in customer experience and maintaining a 100% NPS score.
● Conducted repairs on all Apple products while fostering a positive learning environment for current
and oncoming team members while catering to their preferred learning style.
● Supported team development through mentoring, knowledge sharing and feedback.
● Collaborated with cross-functional leaders to analyze trends and enhance customer and team
experiences.
● Spearheaded strategy revamp, optimizing customer experiences from start to finish.
● Worked directly with senior management on retraining and evaluation to meet weekly KPIs.
● Analyzed processes and implemented new systems to increase operational efficiencies.
Behavioral Health Group - BHGResearch Assistant
Jan. 2017 - Dec. 2019- Acquire a list of medical journals to submit publications, using Excel to keep data organized and Word for categorizing articles.
- Proof read and adjusting literature to accomplish all requirements.
AppleTechnical Expert
Mar. 2016 - Feb. 2022● Provided technical support to an average of 120 customers weekly while mentoring team members.
● Analyzed & provided feedback to Apple on unique customer problems and reported issues.
● Troubleshot, diagnosed and repaired iOS devices, Apple TV, Apple Watch, Beats, & other products.
● Delivered live coaching and real-time feedback to mentees to enhance operational efficiency and
customer satisfaction.
● Conducted onboarding training sessions to educate new technicians on best practices and product
knowledge.
Volunteer UCFStudent Volunteer
Aug. 2015 - Dec. 2017
AppleSpecialist
Aug. 2015 - Mar. 2016● Addressed product and technical inquiries, offering personalized solutions to meet customer needs.
● Maintained high visual standards and merchandising to ensure a positive customer experience.
● Quickly became a knowledge expert in Apple’s product lines.
New Hope for KidsProgram Coordinator
Aug. 2013 - Dec. 2013
WINTER PARK FAMILY PHYSICIANS LLCPhysician Assistant
May. 2013 - Aug. 2015- Manage calendars for two physicians by scheduling appointments and coordinate patient's needs for the practice, hospital and hospice. - Answer incoming calls, taking messages and routing calls appropriately. Communicate effectively in person and written to meet patient needs.
- Assess patients’ vitals, observing physicians while assisting patient assessments.
- Provide administrative support and focusing on staff morale
- Event planning and team building activites
- Completing billing for insurance, taking notes and sending prescriptions electronically, and completing hospice related documents.
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