Implementation Specialist, Technical Support
Resume:
Doug Marko
San Diego, CA 858-***-****
*************@*****.***
Implementation Specialist
15+ years’ success utilizing a process-focused approach to organizational change & strategic business management.
Accomplished implementation professional with over a decade of operations experience in domestic environments. Defined and implemented strategic human capital management support for high growth, matrixed businesses that focus on achieving long term business outcomes. Recognized as a strategic thinker that understands human resources as a business function and must provide effective and value-added solutions for the businesses it supports. Specific experience with pre-sales consulting, process improvement, client retention, SaaS, and compliance.
Highlights of Expertise
Human Capital Management
SharePoint Administration
Employee Training
Consulting & Pre-Sales
Product Management
Client Engagement & Retention
SOW Design
SaaS System Review & Implementation
Project Management
Career Experience
ProEst Software, San Diego, CA 08/2014 – 12/2020
Implementation Specialist
Deliver in-depth consulting services utilizing advanced functional knowledge, and advanced product expertise to manage implementations consistent with client experience solution delivery. Collaborate with stakeholders to analyze existing systems, in support of client business objectives in construction estimating. Apply industry knowledge to optimize configurations and utilization and recommend modifications to client systems and procedures to further business and implementation objectives.
Troubleshot and supported 50-1500 customers with $3M to 4M in annual business with a class trained approach.
Successfully managed post-sales training relationships and hands-on SaaS based subscriptions of $5K to 20k annually.
Coached customers to improve bidding and estimating processes, accuracy of bids, and win-to-loose ratios while adding to client revenues and profits.
Mitchell1, Poway, CA 03/2010 – 05/2014
Technical Support Specialist
Installed, configured, tested, and troubleshot proprietary software to deliver required service levels. Installed and tested customized configurations based on various platforms and operating systems. Received and responded to incoming calls, emails, and/or Help Desk tickets regarding problems. Prepared tests and applications for monitoring performance to deliver performance statistics and reports.
Successfully managed an average of 150 tickets per week.
Attained a 90% success rate with single calls for troubleshooting customers issues and needs .
Kodak Inc., San Diego, CA 09/1997 – 12/2006
Senior Support Specialist, Tier 3
Delivered troubleshooting through diagnostic techniques, simplifying workflows, configuring, and troubleshooting computing equipment, including re-imaging of workstations, and implementing hardware upgrades. Tracked and recorded events and problems along with their resolutions in the task management system. Performed necessary preparations and employee onboarding and offboarding sessions while providing basic end-user training for primary office automation and mission critical applications.
Oversaw a call volume of 30-60 calls per day with various complexity. Supported 12-14 other call center technicians responsible for delivering support to 500-1000 end users.
Education & Credentials
Bachelor of Arts, Graphic Design/Multimedia
Platt College, San Diego, CA
Associate of Arts, Liberal Arts
San Diego Mesa College, San Diego, CA
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