After five years with Gainsight Enterprise Support I moved over to the Gainsight CS Ops team to manage the setup and execution of CS org related email communication, implement email queue management policies and build out coordinated email research and queue management reporting solutions.

I am a blend of a Technical Client Success Mgr and a support Analyst. I serve as the primary point of contact for about 35 enterprise customers, and it's my job to know which customers have tickets,and what their status is even if I don't own those tickets. Aside from that, my job is really to consult and advise. I strive to provide pertinent and insightful recommendations for customers and provide instructive workarounds if/when possible. I not only manage Support for my book of business, but act as their primary POC.- Primary areas of focus are Journey Orchestrator, Surveys, Cockpit, C360, JO Analytic and survey reporting- I am a certified Gainsight Admin (SFDC and NXT 1); will be completing remaining NXT admin certs soon.

(this was a 5 month contract position)This position was focused on server administration for Amerens' AMI (advanced meter infrastructure) program. The main duties revolved around maintaining the hardware and software required to keep this complicated system running. Was responsible for :- Upgrading server operating systems, and installing/upgrading relevant applications on new servers.- Performing system upgrades/patching during scheduled maintenance windows.- Troubleshooting production issues when they occurred, and working towards return to service.- Working disaster recovery events, and assisting in documentation of events.- Updating and creating documentation.

Monsanto (via Signature Consultants) – Creve Coeur, MO March 2016 – PresentApplication Support Analyst• Provided on-call support for internal resources and external salesforce/dealers regarding an extensive amount of R&D and web based applications.• Did initial research and troubleshooting for issues assigned, researched web portal login/access issues, assisted coworkers on tough issues, and worked with escalation teams to resolve impacting situations.• Provided SME support for various internal customer facing sales/inventory applications for both desktop and mobile platforms.

• Collaborated with software developers, architects and engineers in an agile environment to identify and mitigate production issues on the IPS processing platform; was member of a tier 2/3 triage team.• Provided second and third level support to IPS Operation Support Desk, with a focus on return to service and after-the-fact root cause analysis.• Researched network web service issues and maintained a fraud analytics platform.• Collaborated with other analysts to track performance and usage trends to determine operation efficiency.• Provided documentation on relevant procedures for specific challenges and solution recommendations. • Worked on UNIX, Windows, and Web Service platform troubleshooting issues with the FICO Falcon platform. Also provided general web service research/troubleshooting assistance.• Performed traffic moves and supported the infrastructure change management process (applied patches and updates), and provided after the fact resolution of change related issues.• Created monthly Risk/KYC and web service reports for executive consumption.• Actively involved with the Change Management process by acting as a change approver and implementer. Researched potential change impact, supported changes during and after the fact, and assisted in change rollback if needed. • This role combined aspects of Systems and Business analysis, as well as providing operations support.• Was a member of numerous project teams; worked with the fraud development team and project manager(s) to fully understand the project from both sides and assist in both the technical and business project write-ups. Assisted in all phases of SDLC.• Supported quarterly releases by participating in a weekend “war room” which was in place to test the functionality of newly implemented code. (Did this in all of my roles with MasterCard)

Assisted clients in resolving immediate application access concerns, and provide first and some second level research services for client reported issues. This was similar to previous operations position, but focused on customer issues.Job duties included:- Transaction research and error evaluation- Provided through initial situational analysis of an issue before escalation.- Educating customers whenever possible on day to day tasks.- Partnered with second and third level support in validating issue findings.- Provided timely, accurate, concise, and professional updates to customers.- Assisted customers troubleshoot desktop and web application related issues on proprietary Mastercard applications.

• Effectively summarized and provided executive updates on production impacting issues while managing ongoing emergency conference calls.• Actively involved in the Change Management process. Kept track of planned changes, facilitated change calls and chats, managed traffic moves, escalated issues if change(s) failed.• Performed Incident Management activities during impacting events, provided incident summary and assisted in follow-up root cause analysis• Managed ticket creation, internal event communication, facilitated and managed bridge call and chat and responsible for providing simple and fully detailed event summary• Initiated escalation pages and gathering needed resources for high severity return to service situations.• Used internal monitoring tools to identify potential operational/client issues• Assisted in writing department procedure, and provided ongoing documentation support (did this in all of my roles with MasterCard)• Assisted in writing disaster recovery documentation and participated in semi-yearly disaster recovery exercises.• Evaluated reported client issues, and gathered needed resources to assist in initial impact assessment.• Worked to fully assimilate/understand complicated operational issues in order to provide executive updates. • Assisted the ATM department in resolving long standing, difficult ATM issues. • Worked as a part of the Mastercard Operations Control Center; assisted in the remediation of issues that affected the IPS network and Mastercard as a whole.• Monitored in and outgoing files for timely delivery; assisted in restarting hung file jobs as needed.

• Developed call scripts, imported and maintained ATM records, and ran and created custom reports.• Identified potential operational issues with an internal monitoring tool (Gasper).• Evaluated client issues and gathered needed resources for resolution.• Provided procedural documentation for both internal and external clients.• Supported ATM technicians and bank personnel and assisted in issue troubleshooting, or escalation. • Managed ATM installation and removal process for external clients. • Worked as Gasper Administrator managing client ATM information for ATM monitoring solution.• Provided both canned and custom ATM reports on a monthly and ad-hoc basis via internal Gasper utilities. (Gasper is an ATM monitoring program)• Assisted in onboarding over eight clients onto the IPS ATM network. Performed ATM installation and removal on behalf of the network• Served as an Administrator for the Gasper ATM monitoring platform; added and removed ATM records as needed, and updated calling and command scripts.• Assisted in developing automated ticketing events in the Gasper system – specifically concerning reoccurring/chronic events. • Worked on a project team that created multiple test plans for ATM QA testing. Actively worked with the QA team to develop and test new issues.• Assisted clients in vendor management, cash management, and emergency management.• Provided client support in dealing with ATM related crimes.• Programs used: Gasper, Base24 EPS, Tandem, Infobase, IBM GSM, Atalla Key Management (DES keys)

• Diagnosed ATM issues for resolution.• Supported ATM technicians with dispatched issues and escalated customer issues. • Troubleshot remote DES (encryption key) issues.• Provided emergency issue management services (Crime scene management, emergency ATM moves/access)• Assisted in the resolution of communication outages• Programs used: Peregrine, Gasper, Base24 Legacy, Tandem