Nathaniel White Email & Phone Number

United States

Utah, United States

• Provide Level 2 support for Saviynt's cloud-based, 3-tier application, ensuring timely resolution of technical issues.• Collaborate closely with cross-functional teams, such as developers and DevOps engineers, to identify and resolve complex customer problems related to the application's architecture.• Perform in-depth analysis of customer environments in the cloud, utilizing log and database data to identify root causes and implement effective solutions.• Drive continuous improvement by actively participating in the enhancement of support processes, tools, and documentation, specifically tailored to the challenges of a cloud-based 3-tier application.• Provide exceptional customer service by effectively communicating technical solutions, best practices, and recommendations.

Draper, Utah, United States

Draper, Ut

• Demonstrated expertise as the Subject Matter Expert (SME) for the primary product, Symantec Protection Engine (SPE).• Mentored and provided guidance as an SME to colleagues in North America and other regions.• Led the development and maintenance of the internal knowledge website for SPE within the Enterprise division.• Maintained an impressive Time To Resolution (TTR) of casework, consistently exceeding the average while fulfilling SME duties.

Draper, Utah, United States

Draper, Ut

• Collaborated with internal resources, colleagues, management, engineering, and other departments to drive case resolution and support initiatives.• Contributed accurate and valuable data and information for defect management and knowledge base article creation.• Streamlined the log/configuration data gathering and analysis process, resulting in a personal TTR on the primary product (SPE) that was three days below the average.• Established myself as a product knowledge leader for the team through continuous, self-managed education.

Created reports in Salesforce on milestones in the enrollment process, identified pain points through analysis, and developed solutions to these. I was able to help more potential students become actual students.Applied customer experience training to create a good impression and introduction of the university to potential students.Guided students through the complicated enrollment system by providing education, documentation, and keeping appointments.

Analyzed maintenance data and developed solution that reduced failure rate from 39% to 10% and saved $189,000.Developed full preventative maintenance program and asset life cycle management for physical assets on 18.000 acre working luxury resort ranch.Implemented asset maintenance management into CMMS.Assisted in developing proper data gathering for maintenance assets in CMMS.Assisted in developing training program and training team in proper data gathering.

Implemented maintenance management of assets in CMMS.Performed analysis on the data recorded in CMMS to improve system reliability.Developed training and trained new employees on the Baggage Handling System.Prevented company from wasting money on unnecessary lubrication accessories by presenting document containing gap analysis and corrective measures.

Data Analytics

Pending completion.

Associate’S Degree, General Studies