Provide security and protection of air travelers at Salt Lake City airport in a courteous andprofessional manner. Duties include but are not limited to:● Operating various screening equipment and technology to identify dangerous objects inbaggage, cargo and on passengers, and preventing those objects from being transportedonto aircraft.● Controlling terminal entry and exit points.● Interacting with the public, giving directions and responding to inquiries.● Maintaining focus and awareness while working in a stressful environment● Make effective decisions in both crisis and routine situations.

Customer Escalations and Release Management• Expedited escalation of customer issues to Operations and Development teams• Gathered findings data and created report to present to Direct Manager • Conducted in weekly findings meetings with management to prioritize investigations and resolution• Assisted with release validation and scheduling• Solved issues with hosting and customer instance administrationSuper User Analytics for Oracle Business Intelligence Enterprise Edition (OBIEE)• Produced quarterly business review analytic reports for the support organization• Delivered ad hoc reports to direct management and internal stakeholders• Cultivated proactive alerts for delivery of timely data that highlighted issue mitigation• Ascertained concepts of effective analysis that can be translated to other systemsAdmin/Account Services• Administered access for customer account licenses and functionality updates• Preserved user records for customer service request (SR) access• Created and maintained the service alerts for product maintenance and outageKnowledge Management• Primary manager for CRM On Demand Knowledge Management database• Accountable for system updates, maintenance, security/privacy, and creation of new KB items My Oracle Support PLA Group Administrator• Administrator for internal SR system across multiple products• Monitored and routed SRs in restricted access queue• Preserved employee SR access for Public Sector and Financial Services accounts• Delivered specialized quarterly reports to operations to identify to Government/Public Sector and Financial accounts that required special handling instructions for the SRs

• Functioned as a liaison for the Sales team• Preserved post-sales customers, which drove contract renewals • Monitor and follow customer expiration dates and send critical reminders to the customers and sales as the expiration approached.• Proactively resolved customer account issues prior to contract expiration which drove sales revenue• Created queries to alert sales with upcoming customer expirations to trigger renewal discussions • Conducted calls with customers to evaluate customer satisfaction and product usage• Worked closely with customers to define their desired business outcomes and success metrics• Promote customer self-sufficiency by advising on implementation processes and best practices• Identified additional revenue opportunities for Professional Services team by recommending additional training and product to the customer • Aligned efforts as necessary to resolve concerns after review sessions with customers were completed

• Provided expert-level product knowledge• Delivered solutions for publication regarding Customer Care knowledge base• Meticulously evaluated defects that had been escalated to ensure successfully completed• Escalated concerns as needed to the Development/Operations team for further investigation• Examined and registered product enhancements into the database• Proactively communicated with the customer, providing progress and resolution updates for the service request submitted.• Hosted web conferences with customers regarding product functionality• Provided continuous education to peers to maintain a higher level of expertise and customer satisfaction • Piloted web-based training of software applications for customers