Jennifer Weber Email & Phone Number

Boulder, CO

• Administer NetSuite and Concur environments in addition to continued administration of Parature.
• Provide application support to internal customers across multiple departments.

Boulder, CO

• Supported backend operations, serving as a cross-departmental liaison through procedural documentation and management of Support Services SharePoint sites.
• Administered Parature CRM, including SLA configuration, accounts and contacts, access, ticket management and routing, downloads, knowledgebase articles, product and asset management, chats, and reporting.
• Administered the Support Portal, including “getting started” guides, solution articles, downloads, and creation maintenance of webpages in HTML, and publication of knowledgebase files.
• Performed troubleshooting of custom sync scripts in ParaConnect to sync data between Parature and Salesforce.com.
• Maintained the ticket and call routing system to ensure proper communication and prioritization. KEY CONTRIBUTIONS: ★ Significantly improved customer support services through collaborating cross-departmentally to.

Boulder, CO

• Served as sole point of customer contact for technical support issues to triage and resolve over 90 incoming Tier I/II calls, tickets, and live chats per month.
• Managed or escalated tickets in Parature and used Salesforce.com to confirm customer information.
• Communicated customer issues and feedback internally to improve support processes.
• Ensured a high level of service by advocating for customer needs and delivering post-sales support solutions.

Broomfield, CO

• Managed a global team of 10 IT administrators across the US, India, Germany, and Australia in administration of the NetIQ MSSP for thousands of customers worldwide.
• Coordinated customer support services, including server management, configuration and deployment of monitoring systems, and technical troubleshooting to ensure that SLAs were met.
• Designed and implemented an escalation process to improve timeliness of customer response.
• Interviewed and hired team members, administered performance reviews, and managed talent development.
• Created and implemented processes and procedural documentation, communicating with Germany and India offices to ensure consistency of customer response. KEY CONTRIBUTION: ★ Administered and managed Wipro’s complex.

Englewood, CO

• Led and supervised a team of five system administrators in management and repair of system outages, including a 24/7 system support emergency line to resolve tickets after business hours.
• Designed and led improvement of workflows, polices, processes, and procedures to ensure efficiency and quality of service.
• Administered an enterprise monitoring environment, including technical issue resolution, configuration of hardware and operating systems, and troubleshooting and support of PCs, servers, and applications. KEY.