Zack Gaudet Email & Phone Number

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

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

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.

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.

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.

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.