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Work Background
EpicorInfrastructure Support Specialist
Apr. 2022RemoteDeliver flawless service to over 145 organizations by maintaining robust server, workstation, and network operations, directly supporting SLA-driven environments. Accelerate resolution pipelines by collaborating with developers to eliminate persistent blockers and refine technical workflows. Reduce recurring issues by facilitating in-depth failure reviews and implementing intelligent automation in critical processes. Enhance user autonomy and satisfaction by producing high-utility knowledge base content across hardware, network, and security topics.
• Streamlined cloud transformation for retail chains by orchestrating end-to-end Azure-based migrations, optimizing uptime and scalability, which improved client retention and enabled service expansion.
• Influenced core product enhancements by translating real-time customer pain points into actionable feedback for engineering and documentation teams.
• Achieved 98–100% satisfaction scores by swiftly resolving high-priority technical incidents for 170+ retail chains within SLA timelines, consistently delivering rapid responses that strengthened client confidence and drove contract renewals.
• Outperformed 92% of peers nationally by providing high-volume, high-impact support, directly contributing to operational excellence.
• Attained top-ranked status among female engineers by excelling in both case management metrics and NPS benchmarks.
Hardscrabble FarmsInfrastructure and Operations Lead
Sep. 2016 - Apr. 2022United StatesReinforced infrastructure durability by assessing legacy systems and rolling out modernized hardware and software ecosystems. Refined deployment environments by performing diagnostic deep dives and adjusting architecture to align with emerging trends. Guided long-term IT direction by conducting technical diagnostics and aligning system improvements with organizational milestones.
• Transformed enterprise collaboration by launching Microsoft 365 and Exchange across departments, accelerating task efficiency and data access.
• Expanded customer product access by deploying web-based inventory interface, shortening search time, and refining sales potential.
• Increased digital tool engagement beyond 90% by curating onboarding journeys tailored to various user proficiency levels.
• Reduced inventory discrepancies to under 2% by introducing scalable asset tracking software after rigorous market analysis.
• Advanced business continuity by directing full-scale email transitions from G-Suite and rolling out secure Windows 10 environments.
Harvest Moon Farm & OrchardCustomer Service & Events/Marketing Specialist
Oct. 2011 - Apr. 2017North Salem, New York, United StatesAmplified digital interaction by rebuilding website with UX-forward design and SEO enhancements, driving visibility and retention. Cultivated high guest satisfaction by managing seasonal event logistics and addressing client needs in real time. Initiated community outreach campaigns that significantly expanded local market share and promoted brand loyalty.
• Surpassed 1M website views in five years by executing data-driven content and optimization plan, lifting brand exposure exponentially.
• Positioned website among top 1% on GoDaddy by transforming customer insights into high-impact, data-informed design improvements that advanced engagement and visibility.
Message Logix, Inc.Customer Service Specialist
Aug. 2010 - Sep. 2011United StatesElevated user satisfaction across over 100 national clients by providing end-to-end onboarding, training, and follow-up care. Established foundational CRM practices by documenting service histories and performance metrics, strengthening retention and long-term value.
• Revamped online interface and spearheaded digital strategy rollout, significantly increasing engagement and transactional activity.
• Boosted client platform utilization by crafting concise training programs, transforming application proficiency across user tiers.
University at AlbanyTeam Lead Web Designer
Feb. 2009 - May. 2009Team lead for web designer for senior classes.
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