Sophie Alkhowaiter, Mba Email & Phone Number

Waltham, Massachusetts, United States

Provides expert technical support to internal CS team and customers on Imprivata products. Focuses on assisting with difficult product problems to ensure that all CS resource and debugging avenues are exhausted, compressing resolution time, minimizing reliance on Engineering and enhancing customer experience as a result. Perform as the primary technical interface between CS and Engineering for escalated cases, ensuring rapid response and resolution. Responsible for situational management tasks… Show more Provides expert technical support to internal CS team and customers on Imprivata products. Focuses on assisting with difficult product problems to ensure that all CS resource and debugging avenues are exhausted, compressing resolution time, minimizing reliance on Engineering and enhancing customer experience as a result. Perform as the primary technical interface between CS and Engineering for escalated cases, ensuring rapid response and resolution. Responsible for situational management tasks around escalated customers, including status calls and reports, internal reporting and 3rd party vendor involvement. Mentors and educates CSE’s on advanced product knowledge and debugging approaches. Show less

Lexington, Massachusetts, United States

Clearwater, Florida

- Oversee the administrative and day-to-day activities of the Production Services team- Arrange for expertise development for team members - Manage and/or hands-on troubleshooting customer support issues - Primary contact for Salesforce Administrative requests related to serving production customers - Ensure customer support requests are addressed within the proper timeframe- Organization and automation of team case handling workflows that improve… Show more - Oversee the administrative and day-to-day activities of the Production Services team- Arrange for expertise development for team members - Manage and/or hands-on troubleshooting customer support issues - Primary contact for Salesforce Administrative requests related to serving production customers - Ensure customer support requests are addressed within the proper timeframe- Organization and automation of team case handling workflows that improve customer communication and reduce resolution times - Monitor case management adherence- Monitor and report case resolutions times to Management Team - Ensure adherence to all Change Control policies - Monitor team key activities (cases closed, calls, satisfaction scores) - Collect and organize feedback communicated to/from customers - Identify and implement new innovative ways to solve customer problems and improve the customer experience - Organization and expansion of internal Knowledge Base Show less

Clearwater, Florida

Support always available cloud-based privacy and security platformsConfigure, tune, and maintain customer’s environments for reliability, availability, and overall performanceUse monitoring tools to find problems, resolve and/or escalate to Product Development while ensuring we are meeting our customers expectationsSupport software distributions, upgrades, and patching existing ones

Tampa, Florida

Assisted with creating and reviewing business, functional and technical requirements and developing a solution to meet customer needsProvided application and user support and performed troubleshootingProvided production support as necessaryReviewed and refined test cases, scenarios and scripts to ensure application quality and user satisfaction

Tampa, Florida

Developed, tested, debugged and implemented code for existing and/or proposed business applications/ computer systems.Assisted with creating and reviewing business, functional and technical requirements and developing a solution to meet customer needsProvided application and user support and performed troubleshootingProvided production support as necessaryReviewed and refined test cases, scenarios and scripts to ensure application quality and user satisfaction

Tampa, Florida

Developed, tested, debugged and implemented code for existing and/or proposed business applications/ computer systems.Assisted with creating and reviewing business, functional and technical requirements and developing a solution to meet customer needsProvided application and user support and performed troubleshootingProvided production support as necessaryReviewed and refined test cases, scenarios and scripts to ensure application quality and user satisfaction

Tampa, Florida

Acquired skills in Java, COBOL, J2EE, Struts, SQL, Unix and Oracle while completing in-depth on-site training in a fast paced environment.

Tampa, Florida

Organized client informationFiled paperworkAnswered phonesPrepared event informationHelped set up eventsWorked in teams and individuallyMade fundraising phone calls

Tampa, Florida

Mentored a 10 year old girl in the 5th gradeCreated lesson plans and study guidesOffered advice when necessary Helped to build confidence and self esteemActively listened Effectively communicated

Master Of Business Administration (M.B.A.), Project & Process Management

Graduated May 2015 Overall GPA: 3.73

Bachelor Of Science (B.S.), Management Information Systems

Activities and Societies: American Red Cross Club Overall GPA: 3.34 Major GPA: 3.57 College of Business Dean's List