Danielle Koppelman Email & Phone Number

Remote

San Diego, California, United States

Provided service to retail clients in the private label and supply chain space- Project Management related to new client onboarding, existing client upgrades & change requests- Consulted with clients to define project scope and develop project plan- Worked with offshore developers, QA and scrum teams to arrange resources, deployments, and testing- Handling of system configuration and documentation- Follow through of issue resolution and user acceptance testing (UAT)- Data Analysis of system usage and trends

Carlsbad, California, United States

Operated as Scrum Master for the Auto Quote and Customer Support teams to ensure tickets were created and worked correctly as well as escalated to development teams via established processes- Ran daily standups for support teams to ensure tickets are on track to resolution- Enforced SLAs and processes- Implemented changes to ticket workflows and backend Jira configurations- Organized and kept track of current issues within our team and escalated to development- Sprint planning

Seattle, Washington, United States

Provided technical support to Nordstrom employees ensuring effective use of applications and systems- Supported internal customer requests while monitoring systems- Analyzed and resolved impacts to applications, systems, infrastructure and processes- Ensured proper teams are engaged to resolve incidents that impact business as well as responsible for sending out communication emails for visibility

Fremont, Wa

Supported POS software for restaurants and bars including, but not limited to:- Software support (SaaS) on existing hardware or hardware purchased through Dinerware- Hardware installation- SQL Database management- On-call after hours Support- Remote Support

Seattle, Washington

Project to upgrade from Windows XP to Windows 7- Performed backup and restore of user data and software; showed documentation for upgrade processes and installed new Windows updates

Seattle, Washington, United States

- Educated customers on services, promotions, and devices- Provided advice and recommendations to build sales- Practiced cold calling to encourage new customers/services

Seattle, Washington, United States

- Aided customer's concerns with billing/account questions and returns- Used technical expertise to set up devices (email, apps, backup services, etc)- Demonstrated how to use devices at weekly workshops

Subcontractor for Verizon Wireless Retail Stores- Manual setup & activation of phones, tablets, & internet devices- Attended to faulty devices and followed warranty procedures- Updated software via PC/OTA on all devices

Phoenix, Arizona, United States

Subcontractor for Verizon Wireless Retail Stores- Managed store flow to ensure every customer was assisted

Network Design & Administration

Diploma