Amy Lee Email & Phone Number

San Francisco Bay Area

- Implemented automation for FedRAMP High eligibility, streamlining compliance processes.Developed streamlined processes for onboarding, offboarding, and transfers, improving operational efficiency.- Established and managed monthly user access reviews for federal applications, ensuring continuous compliance.- Successfully introduced a Change Advisory Board (CAB) process and conducted weekly CAB meetings for all changes within the government environment.- Collaborated effectively with cross-functional teams, including HR, Engineering, Okta on Okta, Legal, and Security, to optimize processes and enhance overall efficiency.- Conducted compliance training sessions, educating over 100 team members on regulatory requirements and best practices.

San Francisco Bay Area

- Updated and consolidated Commerical GRC documentation into a single centralized location.Initiated the kickoff of a logging and monitoring project focused on centralizing logs, reducing costs, and mitigating risks.- Collaborated effectively with cross-functional teams, including HR, Engineering, Okta on Okta, Legal, and Security, to optimize processes and enhance overall efficiency.- Played a key role in driving the FedRAMP High authorization process, contributing to the design of user access request workflows and user eligibility approval processes. - Created and maintained all documentation on an as-needed or quarterly basis, and facilitated the integration of a centralized source of truth into a single system.- Collaborated closely with the Product team and Okta on Okta Engineers to implement Identity Governance and Administration (IGA) solutions for all SOX and SOC applications.

Redwood City, California, United States

-Developed Service Level Agreements (SLAs) to establish expectations and timeframes for resolving problems.-Analyzed Service Desk activities and documented resolutions to identify areas that require improvement.-Devised and delivered solutions to enhance the quality of service and prevent future problems.-Procured new systems technologies and oversaw the installation process, addressing any adaptation issues that arose.-Collaborated with senior management and stakeholders to define purchasing recommendations.-Engaged cross-functionally with HR, Facility, Security, and TechOps to streamline processes, resulting in increased efficiencies and documented procedures.

San Mateo, California, United States

- Provided support for onboarding and off-boarding activities, as well as handling walk-ups and managing the inbound ticket queue through Zendesk. - Help improved user experience and reduce ticket close time by creating triggers and workflows in both Zendesk and Service Cloud.- Documented resolutions and analyzed trends to identify ways to prevent recurring issues.- Administered various systems, including AD, Okta, G-Suite, Zoom, AnyConnect, AWS, and all relevant security tools such as Jamf, Kaseya, Sophos, Ensilo, and OpenDNS. - Imaged and deployed Mac and PC devices and ensured proper configuration.- Developed comprehensive training plans for full-time employees, interns, and contractors.

San Mateo, California, United States

- Collaborated closely with engineering, product, and quality assurance teams to prioritize customer needs and drive improvements to product functionality.- Ensured timely resolution of urgent issues by managing escalation requests via Zendesk and Jira. - An SME on Payment, NetSuite, and Avalara.- Provided in-depth technical support to resolve complex customer issues.- Top ticket closer and maintained a 100% customer satisfaction rating on over 500 tickets.- Authored over 50 technical documents outlining common issues and solutions to build a knowledge center and Zuora community.- Managed both application and back-end batch processes to maintain SLA requirements.

Newark, Ca

- Installed and configured Point of Sales (POS) software for merchants, offering technical support and troubleshooting.- Trained merchants on software functionalities and best practices to ensure smooth onboarding.Integrated various hardware components such as pin pads, card readers, printers, routers, mobile devices, and terminals.- Managed call flow and provided technical support to customers via phone and chat channels.Collaborated with the sales team to advise on product decisions and orders, ensuring customers had the right tools and hardware for their business needs.- Leveraged strong technical skills and POS software expertise to deliver exceptional service and contribute to business growth.

Operated a women's clothing business that provided a variety of apparel.Oversee all aspects of the business, such as customer service, sales, marketing, procurement, invoicing, shipping, accounting, photography, editing, producing promotional banners, and website management.Ensured timely order fulfillment and shipment.

Associate'S Degree, Business Administration

Graphic Design