Zack Gaudet Email & Phone Number

Dallas, Tx, Us

Dallas, Texas, United States

Los Angeles

• Administer DSC’s catalogue of cloud (SaaS) applications, including: Atlassian Jira & Confluence, Google Workspace, Slack, Github, AWS, Box, Google Cloud Platform, Google Marketing Platform and many more• Manage DSC’s technology helpdesk (Freshervice) and maintain a standard of excellence in key metrics such as SLA, resolution time, response time and first contact resolution• Maintain excellent personal metrics and consistently outperform other agents in key metrics mentioned above• Administer, maintain and develop improvements to Okta which is DSC’s SSO platform• Develop automations for alerting, account provisioning and de-provisioning• Assisted in developing and produced documentation for a request for proposal policy• Led the project to replace our existing mobile device management platform (Meraki) with Google’s mobile device management platform• Excellent troubleshooting skillset for both Mac and PC• Developed multiple support portals for other business units such as the Legal and HR departments• Developed and deployed a purchase order request portal for automated approvals• Maintain cross-departmental relationships via monthly/quarterly touch bases• Manage and implemented hardware lifecycles for DSC laptops using Apple Business Manager and Freshservice’s CMDB• Follow and uphold ITIL strategies when it comes to ticketing, asset management, change management and documentation

Los Angeles, Ca

• Started as customer and product support, transitioned into Sales Engineering role• Served as Bitium’s product expert for both internal teams and Bitium’s customer base• Provided on-boarding/implementation assistance, best-practices guidance, and product training to customer base • Redesigned customer support center, resulting in a more cohesive experience for the end user• Cut engineering ticket resolution time in half by reworking the system in which support and engineering communicated• Served as liaison between customers and Bitium’s support and product/engineering teams. Handled all inbound issues linked to product for all customer accounts• Worked closely with potential customers to set up and maintain a successful demo period, being available to answer questions and trouble-shoot as needed• Worked with many outside systems and concepts such as: Active Directory, Jumpcloud, Google for Work, LDAP, SAML 2.0

Greater Los Angeles Area

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 400 inquiries a week and consistently met performance benchmarks in all areas (speed, accuracy, volume).• Advocated for improvements and changes to improve product development and user experience including designing and implementing cancellation survey• Performed on-line troubleshooting: identified problems, gave technical advice, and worked directly with developers to fix application bugs • Created personalized Customer Care templates that provided for an excellent customer care experience• Assisted with hiring and training of new customer experience employees • Participated and contributed in weekly infrastructure team meetings to review help desk tickets accomplished and those that were in the queue, reviewed system performance and availability metrics as well as analyzed issues

Built and upgraded desktop machines, fix any problems i.e. hardware, network, or software issues.Provided systems administration support for Unix systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration.Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.Commended for technical, analytical and problem-solving skills; effective task prioritization and customer service orientation.Designed and maintained the company Facebook, as well as maintain the company website. Consulted on which direction the company should take as far as Internet marketing and visibility. As a result increased business by 20%.

Greater Boston Area

Started as customer service representative and after 4 months promoted to the Agility Team, which was a sales team that also took customer service calls. Developed new business by engaging and enrolling prospective customers into the program via phone and email outreach.Responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.Accessed electronic and paper cataloging systems to look up product information and availability.Listened attentively to caller needs to ensure a positive customer experience.Strived for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.Excelled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.Consistently was in the top tier of customer service for NPS, which is used to grade customer service performance.

Woburn, Ma

Supervised different types of disaster restoration projects with as many as 20 employees on site.Managed multiple projects and crews on a daily basis and coordinated with insurance adjusters in regards to coverage, payment and handling of the loss.Sold and marketed services to insurance companies and homeowners.

Set up and broke down operating rooms for surgery in a busy OR.