Nicole Saenz Email & Phone Number

- Consistently maintained on Inspired LMS and Vipre Antivirus/Firewall a 98.5% or higher customer satisfaction rating by providing swift and effective support, as evidenced by customer feedback and surveys.- Resolved multiple critical issues across both platforms for critical issues, preventing potential contract termination, and received multiple commendation from the clients for the exceptional support provided .- Played a key role in establishing a solid working relationships with 3rd party vendors, and offshore development teams resulting in faster issue resolution and improved collaboration between vendors and internal teams.- Contributed to a measured reduction in the number of escalated issues by implementing comprehensive process documentation, enhancing team resources, and conducting targeted training onboarding and learning sessions.- Received recognition for consistently meeting or exceeding Service Level Agreements (SLAs) for response times, ensuring customer expectations were consistently met.- Efficiently distributed support tickets in Zen Desk, and JIRA to team members based on individual expertise, optimizing issue resolution and reducing turnaround times.- Resolved multiple single sign-on integrations with major identity providers (Okta, Azure, AD FS, Google), enhancing the platform's functionality and user experience.- Developed and maintain the client-facing product status page, ensuring real-time updates and transparency in issue reporting, earning praise from clients for increased visibility.

San Antonio, Texas

- Maintained a 97.5% customer satisfaction rating, consistently exceeding targets, by delivering prompt and effective technical support via phone and email.- Demonstrated expertise in resolving complex technical issues, resulting in a reduction in the number of escalated cases to the Technical Account Managers and faster issue resolution times. - Received commendation from management for outstanding performance during a critical system login outage, helping to minimize downtime and demonstrating strong problem-solving skills under pressure.- Implemented and managed an efficient Spiceworks ticketing system, leading to a 15% increase in team productivity and improved issue tracking and reporting capabilities. Ensuring timely issue resolution and reporting and receiving recognition for meticulous ticket management.- Collaborated closely with the development team to identify and fix recurring issues in the LMS SaaS platform, contributing to a more stable and reliable product.- Assisted with the successful integration of single sign-on solutions (e.g., Okta, Azure, AD FS, Google) for multiple clients, enhancing platform functionality and user experience.- Played a pivotal role in transitioning team resources when company was purchased by larger organization in 2020 by developing comprehensive documentation and providing effective training for new team members.- Proactively identified and resolved software and hardware issues, reducing the overall number of support requests and enhancing the user experience.- Provided 24/7 on-call support for critical issues, contributing to a seamless and reliable support service, and was recognized for dedication and responsiveness during off-hours.

Developed and executed a comprehensive training program for non-technical personnel within the company, resulting in a 25% decrease in the frequency of basic IT-related support requests.- Implemented an automated backup and recovery system, reducing data loss incidents by 40% and ensuring data integrity for the company.- Received recognition for achieving a 98% compliance rate with software and hardware updates, enhancing system security and stability.- Initiated the transition to a Mobile Device Management (MDM) platform for company cell phones, leading to improved device security, easier management, and streamlined support.- Managed the Spiceworks ticketing system with exceptional efficiency, consistently exceeding ticket resolution targets and maintaining a well-organized issue tracking process.- Played a leading role on a critical issue resolution team, providing 24/7 on-call support for high-priority technical issues, ensuring minimal disruptions to healthcare operations.

Victoria Area, Texas

• Install software, modify and repair hardware and resolve technical issues.• Evaluate and respond to incoming sales leads and requests for technical support assistance.• Identify and solve technical issues with a variety of diagnostic tools.• Set up PC desktops and laptops and all types of mobile devices.• Build and provide basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Transport of Patients from private and nursing homes to therapy center and back, work in patient and filing.

Point Comfort, Texas

Built the Database for the SPVC instrumentation DepartmentClosed work orders for existing projectsLinked and created files needed for various job duties of other staff membersAssisted in time keeping tracking for payroll accountingCoordinated product orders.

Focused on customer care, using systems exclusive to T-Mobile including the internet.Managed call flow and responded to technical support needs of customers.Evaluated and responded to incoming sales leads and requests for technical support assistance.Resolved customer issues in a clear, courteous and straightforward manner.Demonstrated professionalism and courtesy with customers at all times.Activated accounts for clients interested in new services.Managed customers' expectations and experience to a high degree of customer satisfaction.