Alexandria Leal Email & Phone Number

Kirkland, Wa, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

I calmly solve customer technical problems with expertise, supporting mission critical systems and handling a range of tickets, such as coding, solutions design, and feature enablement, across customers large and small.• Performed senior level job title responsibilities in first year on the team • Frequent cross department collaboration with engineers, account managers, and product managers to solve individual customer problems and cross customer concerns alike • Facilitate bug identification and system architecture knowledge sharing both inter and cross departmentally• Function as a support SME for Terraform and Edge Compute issues, multiplying team effectiveness • Created extensive training and troubleshooting documentation, frequent contributor to existing documentation • Provided crucial mentoring and technical coaching to new team members only a few months after own onboarding• Facilitate bug identification and system architecture knowledge sharing both inter and cross departmentally• With a 98% personal CSAT score, uphold the highest standards of customer support over email, Slack, and voice• Write, review, debug, and collaborate on customer VCL code• Fastest ramp up to ticket taking in team history at time of onboarding•Problem space commonly includes HTTP, Networking, Caching, Code Review, Debugging, Bug Identification and Fix Communication

San Francisco, Ca, Us

Worked in a cross functional compliance environment (Legal, CSE, Engineering) to help automate and process thousands of compliance tickets involving communication with both customers and outside parties.•Contributed code for a Ruby on Rails application, enabling the automation of many previously unautomated tickets.•Facilitated communication between CSE and Engineering, ensuring that key architectural requirements and user needs were communicated correctly between teams •Created an exit handoff process and onboarding training, also participated in successful onboarding of new employee.•Built out team documentation, filling in gaps in existing documentation, documenting new processes, and using Trello to standardize a persistent history of current projects and future goals•Identification of several key points of unused tooling and platform capabilities allowed for increased utilization of existing and new automation.•Facilitated bug identification and system architecture knowledge sharing both in and inter departmentally.

Round Rock, Texas, Us

Sysadmin tasks for Isilon Network Attached Storage devices and related client systemsBreakfix operations of UNIX and Windows client systems and architecture that interface with Isilon for Enterprise clients Coding: Occasionally Python for internal programs, usually BashSpecialize in breakfix of Isilon in regards to Networking issues and Storage Protocols (SMB & NFS)More recently working on deploying and supporting DataIQ / ECS / Isilon connectivity. Including troubleshooting of complex environments involving storage analysis and data movement between private cloud, public cloud, and on prem storage using DataIQ (Microservices architecture leveraging kubernetes and docker)Assisting in knowledge management for DataIQ as well as assisting junior support engineers with troubleshooting more complex issues. Customer facing role: Extremely skilled in communication under high stress situations, handling of mission critical systems with professionalism and high technical skill

As a Student LEAN Coordinator at University of Washington Transporation Services Events, I worked to make sure every student assistant felt that they were getting the most out of their employment experience.-Responsible for movement of student employee LEAN system from paper to online via Trello in order to better take advantage of part-time student employees by enabling a complete feedback loop, easy and accurate collection of process improvement suggestions, and identification of improvement areas-Conducted a thorough analysis of historical data using tools such as Excel in order to develop strategies to increase retention and utilization of student employee’s and their talents and reduce employee turnover.-Involved with keeping in touch with student employees, being a point of contact for student employee concerns, introducing and onboarding student employees to the LEAN system, and ensuring that student employees are able to fully meet their potential while employed at UWTS Events.-Managed business IT concerns for a small group of 3-5 people, including product analysis and comparison, machine diagnostics and replacement, troubleshooting, and informing users of software updates that may enhance or hinder their productivity. -Helped department further pursue environmental metrics by replacing reams of printouts with a OneNote based solution to geography-based information distribution challenges; solving a difficult business problem without resorting to implementing expensive SaaS solutions.

Responsibilities:•Welcome hundreds of guests, from retirees, high level donors, and other VIPs to students & employees; professionally & courteously to the University for special events and daily visits alike. Ensure that the first and last interaction guests have with the University is consistent with the top level of customer service expectations. •Provide directions, parking assistance, general information, specific information and pretty much anything necessary.•Practice the Bottom Line of Customer Service: Treat people with respect, smile, and try to put yourself in their shoes.•Responsible for sales upwards of $10,000 dollars as well as ensuring the security of those sales.Highlights:•Received commendation for raising a security process flaw to management, potentially saving the University thousands of dollars.•Recognized by management for being the first to inform supervisor of a potential Incident of Animal Neglection, supervisor credited with making the decisions to escalate incident to UWPD. •Helped make process improvements to the organization via LEAN.References:“Alexandria Leal is a standout amongst our Student Assistants. An engaged, thoughtful worker interested in doing her job with confidence and competence as well as looking for process improvements. I highly recommend her for any position.”-Brent CurtisEvents Manager, University of Washington: Transportation Services206-529-7996“I continue to be impressed with (Alexandria's) integrity, passion and commitment to operational excellence, ethics, the team, and the University.”-Michelle RhoadsDeputy Director, University of Washington: Transportation Services206-543-8147

Roles:To prevent harassment and abuse, defend victims of such, and help said victims recover.Member of the advisory board. Responsibilities and Qualifications: -Reviewed backgrounds and applications of potential organization members. Checked for red flags, corporate espionage, etc.-Prevented workplace bullying, harassment, abuse of power, and other such damaging acts.-Worked to ensure the health of both individuals in the workplace, and the company itself through preventive measures, counseling, intervention, and disciplinary action. - Professional and person knowledge of modern anti-abuse including swatting, doxing, and harassment campaigns.- Rich understanding of legal implications and strategies for both addressing in organization abuse and external abuse.-Managed a small committee that reviewed and made recommendations on anti abuse actions.Marketing Directory (Temporary)Worked on strategic partnership between Hypatia Software Organization and Harlot Media.Temporarily handled Public Relations as well as various social media channels and communications with donors.Temporarily in charge of marketing team.

As a marketing intern at Queen Anne Beerhall, a community oriented traditional Easter European beerhall in Seattle, Washington, I handled marketing promotions, customer engagement, and social media promotion (among other things). -Grew, monitored, and engaged with our community of over 2000 individuals on Facebook, Twitter, and Instagram.-Proposed a Comprehensive Marketing Plan regarding obtaining further engagement and sales through social media, participated in determining future social media and marketing strategic direction.-Promoted events, conducted outreach, and gauged customer satisfaction.-Addressed customer compliments and complaints, suggestions, and generally advocated for our customer base.

As an IT consultant to the Illonix SEAL Team "My Brush Hero", I provided direction on both internal and external IT decisions as well as advice on social media operations, technological matters, app development, market research, and provided general direction and strategic consulting.