Enterprise Technical Support Expert & IT Service Delivery
Resume:
DANIELL WASHINGTON
New Jersey
**************@*****.***
TECHNICAL SUPPORT EXPERT WITH 10+ YEARS OF EXPERIENCE SUPPORTING ENTERPRISE SOFTWARE PLATFORMS, ACHIEVING 90% CUSTOMER SATISFACTION, INCREASING REVENUE 13%, AND RESOLVING COMPLEX HCM & WORKFORCE MANAGEMENT ISSUES
I help organizations improve system reliability, reduce business disruption, enhance user experiences, and maximize technology investments through enterprise application support, technical troubleshooting, incident management, root cause analysis, and customer-focused IT service delivery.
SUMMARY OF ACCOMPLISHMENTS
●Brings 10+ years of customer-facing technical support, financial services, client relationship management, and enterprise software support experience across banking, technology, and SaaS environments.
●Supported enterprise customers utilizing UKG Workforce Management and Human Capital Management (HCM) platforms, resolving complex payroll, scheduling, timekeeping, system configuration, and integration issues.
●Managed high-volume technical support environments utilizing Salesforce, Jira, remote support tools, incident management systems, and SLA-driven service models.
●Conducted root cause analysis on critical business-impacting software issues while partnering with engineering, development, quality assurance, and product teams to drive permanent resolution.
●Created and maintained technical documentation and knowledge base content utilizing Knowledge-Centered Service (KCS) methodologies, improving support efficiency and reducing resolution times.
●Supported enterprise application environments serving thousands of end users while maintaining strong customer satisfaction and operational performance standards.
●Improved issue resolution effectiveness through trend analysis, defect identification, validation testing, and process improvement recommendations.
●Earned a Master of Science in Information Technology Management with a concentration in Information Security, strengthening expertise in cybersecurity, enterprise technology operations, and IT governance.
●Consistently achieved high customer satisfaction ratings throughout career by combining technical expertise with exceptional communication and customer advocacy skills.
●Demonstrates expertise in troubleshooting enterprise applications, user account management, SaaS platforms, software support, incident response, and customer success.
AREAS OF EXPERTISE
●Technical Support Engineering
●SaaS Application Support
●Incident Management
●Root Cause Analysis
●Workforce Management Systems
●Human Capital Management (HCM)
●Salesforce
●Jira
●Knowledge-Centered Service (KCS)
●Information Security
●User Access Management
●Customer Success
PROFESSIONAL EXPERIENCE
UKG (Ultimate Kronos Group)
Technical Support Engineer Nov 2020 – Feb 2026
UKG Headquarters: Lowell, MA
●Provided advanced technical support for enterprise Workforce Management and Human Capital Management (HCM) platforms supporting large-scale business operations and workforce environments.
●Resolved complex software, payroll, scheduling, timekeeping, configuration, and integration issues while maintaining SLA compliance and customer satisfaction objectives.
●Managed technical incidents through Salesforce and Jira, documenting, prioritizing, tracking, and resolving high-impact customer issues across multiple product lines.
●Conducted root cause analysis of recurring application defects and system issues, collaborating with engineering, development, QA, and product teams to implement long-term corrective actions.
●Delivered technical support through phone, email, and remote support platforms, troubleshooting application functionality, access management, system configurations, and data integrity concerns.
●Developed and maintained technical documentation and knowledge base articles utilizing KCS methodologies, improving operational efficiency and accelerating issue resolution.
●Analyzed support trends and recurring incidents to identify process improvements, improve system reliability, and enhance overall customer experience.
●Supported software releases, validated application fixes, and assisted customers with system optimization, configuration best practices, and operational improvements.
●Maintained a strong focus on information security, data integrity, enterprise application performance, and customer success while supporting mission-critical workforce applications.
VISIONS CREDIT UNION
Client Service Coordinator Apr 2018 – Nov 2020
●Maintained customer satisfaction through proactive service delivery, issue resolution, and relationship management strategies.
●Coordinated with multiple departments to support banking transactions, account servicing, and customer support requests.
●Advised clients on mortgage, education, and personal lending products while supporting financial service objectives.
●Consistently achieved approximately 90% customer satisfaction ratings, demonstrating strong customer relationship and communication skills.
●Assisted customers with account inquiries, issue resolution, and service recommendations while maintaining regulatory compliance.
TARGET
Guest Experience Manager Feb 2017 – Apr 2018
●Led customer service operations while improving customer satisfaction, service quality, and operational performance.
●Managed associate performance and accountability while supporting operational and customer experience goals.
●Resolved escalated customer concerns and implemented solutions that strengthened customer loyalty and retention.
●Leveraged consultative selling techniques to increase store credit card enrollments and support revenue objectives.
PNC BANK
Universal Banker Oct 2013 – Feb 2017
●Generated a 13% increase in annual revenue through relationship-building, cross-selling, and customer portfolio expansion initiatives.
●Earned District All-Star recognition for three consecutive years based on outstanding sales performance and customer service results.
●Trained and mentored banking professionals while strengthening compliance, service quality, and operational consistency.
●Delivered consultative financial guidance and account support to customers while maintaining regulatory compliance standards.
JK GROUP INC.
Senior Account Manager Jan 2008 – Oct 2012
●Promoted to Senior Account Manager within the first year based on exceptional performance and leadership capabilities.
●Led a team of 7 customer service professionals, improving service delivery, operational efficiency, and client satisfaction.
●Managed client relationships, resolved escalations, and identified operational improvements supporting business growth.
●Partnered with leadership teams to analyze customer feedback and implement service enhancements.
EDUCATION
Master of Science (M.S.), Information Technology Management
Concentration: Information Security
Bachelor of Science, Accounting & Finance
William Paterson University
CERTIFICATIONS
●Salesforce Experience
●Jira Experience
●Knowledge-Centered Service (KCS) Methodologies
TECHNICAL SKILLS
UKG Workforce Management UKG HCM Salesforce Jira SaaS Applications Enterprise Software Support Incident Management Root Cause Analysis User Access Management Technical Documentation Information Security Knowledge Base Management Microsoft Office Suite Remote Support Tools Customer Relationship Management SQL Exposure Web-Based Applications
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