Heather Werner Email and Phone Number

•LMS Administration & Support: Administer and provide technical support for the LMS platform, ensuring smooth operation and user satisfaction•WalkMe Implementation: Manage and configure WalkMe to enhance user adoption, training processes, and system efficiency within the LMS•Data Analysis & Reporting: Develop detailed reports on LMS data using Power BI, T-SQL, and other tools to deliver actionable insights for continuous improvement•ServiceNow Migration & Reporting: Led the… Show more •LMS Administration & Support: Administer and provide technical support for the LMS platform, ensuring smooth operation and user satisfaction•WalkMe Implementation: Manage and configure WalkMe to enhance user adoption, training processes, and system efficiency within the LMS•Data Analysis & Reporting: Develop detailed reports on LMS data using Power BI, T-SQL, and other tools to deliver actionable insights for continuous improvement•ServiceNow Migration & Reporting: Led the transition to ServiceNow for tracking and reporting tickets, ensuring seamless integration with LMS and improving issue management•Cross-functional Collaboration: Work with stakeholders in an Agile environment to prioritize LMS enhancements and improve user experience Show less

• Analyzed customer logs in Splunk, using data-driven methods for automated repairs through root-cause analysis, ensuring system reliability.• Collaborated across departments throughout the agile product lifecycle, covering requirement gathering, design, testing, UAT approval, and successful production deployments.• Shaped current and future-state architectures in collaboration with technical leaders, ensuring robust solutions.• Led design review meetings, expediting project… Show more • Analyzed customer logs in Splunk, using data-driven methods for automated repairs through root-cause analysis, ensuring system reliability.• Collaborated across departments throughout the agile product lifecycle, covering requirement gathering, design, testing, UAT approval, and successful production deployments.• Shaped current and future-state architectures in collaboration with technical leaders, ensuring robust solutions.• Led design review meetings, expediting project completion, and ensuring alignment with company standards.• Managed the data science workstream, leveraging expertise in statistics, mathematics, and computer science.• Manipulated, analyzed, visualized, and validated complex data, delivering actionable insights to stakeholders.• Designed comprehensive API documentation using Swagger for transparent cross-team collaboration.• Orchestrated a Kafka cut-over project, migrating from legacy systems for real-time data streaming, improving reliability and scalability.• Implemented Kubernetes for container orchestration, optimizing system scalability and resource management.Achievements:• Automated system repairs, reducing downtime and enhancing reliability.• Led cross-departmental collaboration, improving project efficiency.• Contributed to future-state architectures, ensuring scalability and resilience.• Managed and mentored a data science workstream, driving data-driven decisions.• Developed insightful data visualizations that influenced strategic decisions.• Implemented process improvements for higher efficiency and reduced deficiencies.• Translated business needs into actionable backlog items and user stories.• Collaborated with stakeholders to align products with strategic goals.Skills:• Data Analysis• Automation• Root Cause Analysis• Data Visualization• Technical Leadership• Agile Methodology• System Architecture• Project Management• Data Science• Collaboration• Kubernetes• Kafka• Swagger Show less

Experience• Investigated, identified, and repaired single subscriber network issues when a ticket was filed.• Collaborated as a Technical Generalist, investigating individual subscriber tickets to efficiently resolve issues.• Conducted investigations into VIP and escalated cases related to single subscriber network complaints, prioritizing customer satisfaction.• Assumed a leadership role in training sessions, imparting expertise in troubleshooting specific types of core network… Show more Experience• Investigated, identified, and repaired single subscriber network issues when a ticket was filed.• Collaborated as a Technical Generalist, investigating individual subscriber tickets to efficiently resolve issues.• Conducted investigations into VIP and escalated cases related to single subscriber network complaints, prioritizing customer satisfaction.• Assumed a leadership role in training sessions, imparting expertise in troubleshooting specific types of core network failures to enhance team capabilities.• Maintained ongoing collaboration with Tier 2 teams through weekly meetings to discuss current trends and address single subscriber complaints proactively.• Handled escalated complex or high-level issues demanding authoritative decisions or resolution.• Retained customer loyalty by finding and delivering the best possible solutions for each issue or concern.Achievements:• Successfully investigated and resolved numerous single subscriber network issues, contributing to improved customer satisfaction and loyalty.• Played a pivotal role in enhancing team skills and capabilities by leading training sessions on core network troubleshooting.• Demonstrated expertise in handling escalated and complex issues, ensuring timely and effective resolutions.• Consistently maintained a customer-centric approach, prioritizing customer satisfaction by delivering optimal solutions.Skills:• Troubleshooting• Technical Investigation• Escalation Handling• Training and Knowledge Sharing• Customer Satisfaction• Problem Resolution• Leadership• Collaboration Show less

Working with RF, FOPS, Switch, and project management in a hybrid intern role. RF: Optimization, Performance, Site design review, site parameters FOPS: Site Shakedowns, new site integration, site troubleshootingSwitch: Site Shakedowns to check to transport Technical ExperienceIMNOS, E-GIS, ASSET, EPC, OneConsole, Element, Pier, Grand Central, EEA (T-Insight), SORT, SLIPED, TrueCall, Actix, SON, One Data, AMOS, Lumos

• Guided users through step-by-step solutions following pre-determined technical troubleshooting procedures.• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.• Guided calls using excellent communication skills and decisive approach.• Diagnosed and resolved technical hardware and software issues.• Collaborated… Show more • Guided users through step-by-step solutions following pre-determined technical troubleshooting procedures.• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.• Guided calls using excellent communication skills and decisive approach.• Diagnosed and resolved technical hardware and software issues.• Collaborated across departments to resolve customer-related issues.• Enhanced customer satisfaction with fast, knowledgeable service.• Followed up with customers to offer additional support and check resolution satisfaction. Show less

• Guided users through step-by-step solutions following pre-determined technical troubleshooting procedures.• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.• Guided calls using excellent communication skills and decisive approach.• Diagnosed and resolved technical hardware and software issues.• Collaborated… Show more • Guided users through step-by-step solutions following pre-determined technical troubleshooting procedures.• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.• Guided calls using excellent communication skills and decisive approach.• Diagnosed and resolved technical hardware and software issues.• Collaborated across departments to resolve customer-related issues.• Enhanced customer satisfaction with fast, knowledgeable service.• Followed up with customers to offer additional support and check resolution satisfaction. Show less

• Promoted products to existing customers, increasing sales.• Answered questions and advised on options, enabling customers to best utilize purchased products.• Used probing questions to discover root causes of problems.• Handled most issues within one call and consistently met performance targets.• Providing positive customer service promoting customer loyalty• Assisting customers with bills and billing questions• Providing customers with payment… Show more • Promoted products to existing customers, increasing sales.• Answered questions and advised on options, enabling customers to best utilize purchased products.• Used probing questions to discover root causes of problems.• Handled most issues within one call and consistently met performance targets.• Providing positive customer service promoting customer loyalty• Assisting customers with bills and billing questions• Providing customers with payment options and arrangement options on bills• Assisting customer with adding lines of service and making changes to account when needed• Navigating through multiple systems to make changes and or verify policies and procedures• Team leader on mini team and working with other coworkers to push positive performance Show less

Verizon tier two tech support representative. Additional I worked with there network team of engineers with going though and verifying network tickets were valid before they went to the engineers and network team.