Claire Rivera Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

Mountain View, California, Us

The Mentoring Club is a nonprofit organization whose mission is to provide a mentoring community for aspiring and seasoned leaders.• Update the fundraising platform to ensure the data on the front end websites are accurate.• Collaborate with the Fundraising Team to discuss key items and strategies for each fundraising program.• Responsible for researching unique ways to provide visibility for each fundraising program.• Assist with the fundraising event, Give Back Lead Forward Virtual Run/Walk/Bike 2021, to ensure a successful event.• Assist with events such as Mentoring Matters Talk and The Mentoring Club Hour on Clubhouse discussion rooms.

Campbell, Ca, Us

USWired provides IT Support, IT Services and IT Consulting to support business infrastructures.• Prepared, analyzed and managed vendor licensing reports for Barracuda, Citrix, Microsoft O365, Microsoft SPLA, Microsoft QMTH, McAfee and work stations/servers for approximately 500 customer licenses. • Prepared, analyzed and managed customer reports to provide details of support tickets that were submitted and worked on.• Performed procurement processes to provide quotes for customers on hardware, software, licenses and subscription renewals.• Conducted new employee orientation and training. Provided continued guidance and mentorship.• Responsible for distributing and resolving monitor alerts related with connectivity to SonicWall Firewalls, Dell PowerEdge servers and network switches.• Managed a team of 3 Engineers who performed Preventative Maintenance tasks (i.e., Installing Windows updates to servers, reviewing system logs, and reviewing server disk space issues).• Managed the Service Desk to ensure that all tickets were routed and resolved in a timely manner.• Revised and maintained company Standard Operating Procedures (SOP) to ensure information was current.Accomplishments• Created and implemented procedures to streamline procurement processes, which reduced quoting and research process by 20%.• Implemented the first Sales & Marketing module for the company, which provided visibility of sales opportunities and pipeline for upper management.• Implemented workflows via 3rd-party CRM software to email-alert any Priority Service tickets submitted to Support.

Alpharetta, Georgia, Us

Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. My responsibilities were comprised of 3 categories, Staff Management, Customer Account Management, Training and performing document management as well as special projects. Staff ManagementEnsuring issues were resolved in a timely manner, by meeting with staff weekly to discuss any open issues and if any assistance was needed with any open issues. Monitor KPI (Key Performance Indexes) and analyze weekly to determine what improvements in processes need to be made in order to increase operational efficiency. Collaborated with direct reports to perform quarterly and yearly reviews, coaching, and ensure staff is aware of the objectives for the department and the company.Customer Account ManagementMaintaining contact with key accounts and customers to ensure that their issues with the solutions they purchased were answered and resolved quickly, obtain an update on how the solutions were meeting their needs and if enhancements or a review of the solution needs to be performed to ensure they were using the solution to meet the needs of the business. I was the escalation point for any temperamental customers. I would ensure that their issues and concerns were listened to and addressed. Collaborated with Product Management for input on design, based on customer feedback and release plans for future software updates.Document Management, Training and Special ProjectsAssisted with several platform migrations, for example migrating solution to AWS, migrating the Salesforce CRM to an internal CRM tool called Pivotal. Created and maintained release notes, user manuals and a communications handbook to ensure customer and staff documentation were up to date. Accomplishments:• Reduced Total Time to Resolve (TTR) by over 25% within 6 months.• Achieved 99% Customer satisfaction Rating.• Assisted with the solutions migration to Amazon Web Services.

San Mateo, Ca, Us

TradeBeam, Inc. is a Software As A Service (SaaS) provider of Global Trade Management (GTM) software solution for global companies.• Assisted with the implementation of Salesforce CRM for account and customer management.• Responsible for communicating software releases, maintenance releases, special releases to customers and internal departments.• Worked with engineering and support to implement and finalize the Release for Engineering assistance process.• Wrote and reviewed root cause analysis (RCA) for priority software incidents.• Participated in the request for information (RFI) and request for proposal (RFP) process.• Assisted with project implementations as needed with new and existing projects.• Educated new employees on the products, processes and procedures of the department.• Interviewed and hired key individuals for the Customer Support team.• Maintained Standard Operating Procedures (SOP) to ensure information was current.• Reviewed service tickets with engineering and Customer Support Analysts on a weekly basis to ensure tickets are closed within the goal of the company.• Assisted team with service tickets and assist with customer escalations.• Performed testing in the User Acceptance Environment (UAT) when a new version of a product is released.• Collaborated with Product Management and Engineering to prioritize service tickets and evaluate enhancement requests for future software releases.

Austin, Texas, Us

Embarcadero Technologies is a provider of data lifecycle management solutions. Technical and Product SupportResponsible for effectively troubleshooting and isolating issues with all levels of internal and external customers promptly during a highly escalated situation. Served as 2nd level support for frontline technical support engineers, including support for configuration, installation, advanced troubleshooting for product defects and providing workarounds for complex customer incidents. Managed high profile cases to reduce the severity level where they can be managed by technical support engineers, including workload balancing with regards to the reallocation of internal support resources, reassignment of tickets, and temporary changed to work schedules.Product Release ManagementServed as a liaison between Product Management, QA and Development on identifying, prioritizing, and escalating major software bugs. Participated in the preparation of product releases, including the planning and coordination of activities in facilitating internal and external BETA testing and QA.Staff Hiring, Documentation and TrainingAssisted management with interviewing and hiring key individuals for the Technical Support team. Coordinated and provided new employee product and department Standard Operating Procedures (SOP) training.Accomplishments• Appointed as a member of an elite team (SWAT) of product specialists within the technical support structure that specializes in high severity customer cases for support of Embarcadero Technologies product suite.