Judy P. Email & Phone Number

San Francisco, California, United States

• Interacted with in-office staff and remote end users to help resolve all levels of IT-related issues and provided answers in a timely manner through Zendesk and Slack.
• Imaged, configured and deployed through Kandji MDM for the MacOS environment.
• IT account and asset management for onboarding and off-boarding of employees.
• Supported our Ops Stack (Dropbox, Slack, Zoom, and more).
• Assisted in setting up the company all hands, conferencing, meetings, etc., when needed.
• … Show more

Oakland, California, United States

• Performed ticket system triage and basic hardware, A/V, and user access troubleshooting in order to isolate, diagnose and resolve system problems between MacOS and Windows.
• Supported user access to IT systems, including user onboarding and offboarding processes as well as training staff on new software, systems and best practices.
• Collaborated with multiple internal teams such Networking, Infrastructure, Workplace managers in a wide range of responsibilities that include setups… Show more
• Collaborated with multiple internal teams such Networking, Infrastructure, Workplace managers in a wide range of responsibilities that include setups, testing, and build outs.
• Assisted in creating and maintaining documentation on IT Services policies, procedures and usersupport in addition to assisting with hardware/software inventory management and asset tracking. Show less

San Francisco, California, United States

• Investigated and resolved tier 2 technical issues reported through Zendesk within SLA.
• Collected logs and documented unresolved issues and filed bugs to appropriate internal teams using Jira.
• Triaged and solved production issues using our API developers guide.
• Worked closely with Software Engineers, Strategic Account Managers, Deployment Leads, and Product Managers to maintain visibility on reported issues and provide consistency to the clients.
• Served as a Premier Support… Show more
• Served as a Premier Support contact for enterprise clients post-deployment which consisted of weekly meetings providing ticket updates, release notes discussion, and product road-mapping.

• Troubleshooted and resolved enterprise technical issues for cross-platforms Android/iOS using ticketing systems Zendesk, Salesforce, and meetings through Zoom.
• Assisted and trained customers through device deployments for iOS and Android with designated MDM (Airwatch, Intune, MobileIron).
• Resolved in-depth issues looking into event/device logs.
• Supported Sales Engineers and Customer Success Managers with post-sales customers regarding any follow up issues, questions, and… Show more
• Supported Sales Engineers and Customer Success Managers with post-sales customers regarding any follow up issues, questions, and ensured customer satisfaction.
• Acted as a liaison between Product Management, Engineering, and customers on a daily basis to tackle any critical issues.

San Francisco Bay Area

• Worked and resolved tier 3 consumer technical support issues for cross-platforms Android/iOS via phone, web, and email from users in regards to mobile app, web browser, and billing.
• Identified and escalated bug reports to the engineering team using Jira.
• Use of best practices following procedures and best judgement to ensure all inputs are reported for future product enhancements.
• Documented information using various platforms to ensure that all related data is gathered for… Show more
• Documented information using various platforms to ensure that all related data is gathered for processing of app issues.
• Coordinated with other departments to assist with reports of issues resulting in high user impact.

San Francisco Bay Area

• Provided front-line support and resolved high volume emails along with phone interaction with customers relating to payments and account discrepancies.
• Initiated and posted ACH, wires, and check payments.
• Created and managed pre-written responses using Zendesk.
• Tracked workflow process and streamlined processes for efficiency.
• Point contact person between departments for problems and resolution.

San Francisco Bay Area

• Interacted and educated our Borrowers on a daily basis with information to help prevent delinquency.
• Determined the reason for default on payments and provide the best course of action with quick thinking and creative solutions to assist our Borrowers.
• Documented all collection efforts for each assigned account in accordance with established procedures and compliance policies.
• Communicated professionally and regularly with leadership and peers on status of accounts and address… Show more
• Communicated professionally and regularly with leadership and peers on status of accounts and address escalations in accordance with established standards.
• Ensured all accounts in assigned lists and service requests are managed accurately and timely.

San Francisco Bay Area

• Delivered excellent service and support through web, phone, and email.
• Troubleshoot end-user mobile banking app issues in iPhones and Androids.
• Processed daily ACH files which include exception processing, adjustments, NOC, and member notifications.
• Processed incoming and outgoing wires related to domestic and foreign items.
• Reconciled and maintained general ledger accounts daily related to ACH, wires, and lockbox processes.
• Provided daily operational support… Show more

San Francisco Bay Area

• Achieved a WOW score between 9 and 10 from members related to customer satisfaction.
• Maintained a thorough knowledge of all Credit Union products and services.
• Performed transactions on savings, checking, certificate, consumer loan, real estate loan and credit card accounts in accordance with standard operating procedures and regulations.