Naima A. Email & Phone Number

Redmond, WA, US

• Extensive experience supporting Salesforce Field Service Lightning, including managing the end-to-end field service lifecycle from work order creation through invoicing.
• Proficient in Field Service Lightning modules, including Scheduling & Optimization, Resource Management, Inventory Management, Work Orders, Contracts, Mobility, and Invoicing.
• Adept at designing Field Service solutions to meet customer business requirements such as SLAs, scheduling constraints, and mobile workflows. Skilled in configuring Field Service Lightning for scalability and.
• Implement solutions for case, contact, and SLA management to resolve customer issues with speed and quality
• Exceptional proficiency in administering Salesforce Service Console, Case Management, and Knowledge
• Collaborate with customers to enhance scheduling, resource optimization, and appoint booking processes using FSL

• Solve hardware and software problems for Hinge Health products through troubleshooting techniques, while maintaining excellent customer service.
• Provide technical support for Hinge Health applications, exercise sensors, and tablets.
• Manage tickets efficiently, while working closely with clients and technicians to ensure all issues are resolved in a timely manner.
• Troubleshoot bugs and work with Product and Engineering teams to effectively prioritize and manage resolution.
• Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities.
• Document processes and procedures; craft help center resources and standard operating procedures where needed.

Springfield, Virginia, United States

• Diagnose and resolve computer hardware and software issues through troubleshooting techniques, while working closely with technicians to ensure all problems are resolved in a timely manner.
• Provide technical support for Microsoft Office Applications and Microsoft Office 2007-2016
• Create technical documentation and procedures that serve as resources when managing client inquiries.
• Provide remote support to clients for a variety of hardware and software issues involving operating systems, applications, and systems access.
• Perform configuration and troubleshooting of Windows Servers, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, Printers on Terminal/Citrix servers, Printer Servers, Office 365, and MacBooks.

Merrifield, Virginia

• Detect, isolate, diagnose, record, escalate and resolve ATM operational issues, incidents and outages.
• Monitor Moogsoft AIOps and other consoles and dashboards to ensure optimal systems performance.
• Interface with other IT teams and vendors to resolve ATM enterprise system outages or periods of reduced performance, in accordance with established policies and procedures.
• Create and update incident and change tickets daily using ServiceNow.

Arlington, Virginia, United States

• Excelled in serving Mathnasium’s goal to “make math make sense” by instructing students in grades K-7 using the Mathnasium Method.
• Facilitate student learning to build confidence in fundamental math concepts.
• Grade student work and provide feedback to encourage active learning.
• Help students prepare for tests and quizzes by working collaboratively on study guides and homework.