Ashley Machado
Galt,CA
Summary
Client and service-oriented Analyst and technical Support Specialist with 8+ years of experience supporting SaaS platforms, enterprise systems, and in-person business operations across multiple industries. Brings strong foundation in customer service, with a proven ability to build trust, communicate clearly, and resolve issues for internal and external stakeholders within Service Level Agreements (SLA) driven environments. Demonstrated strengths in data validation, root-cause analysis, auditing support, and documentation, with experience working both remotely and onsite in fast-paced settings. Known for a collaborative, detail-oriented approach and the ability to translate technical and operational requirements into efficient, compliant solutions that support organizational goals and positive service outcomes.
Overview
12
12
years of professional experience
Work History
Office Manager / HR Assistant
S+B James Construction
Sacramento, CA
10.2024 - Current
- Provide frontline technical and application support for software, hardware, and network issues across three offices supporting 120+ employees, including executive leadership leading to overall decrease in IT Ticket submission.
- Communicate directly with C-suite leaders, managing competing priorities and delivering time-sensitive requests with discretion, accuracy, and professionalism.
- Own issue intake, investigation, documentation, and resolution, distinguishing between system defects, configuration issues, vendor-related concerns, and user education needs.
- Managed office operations, ensuring efficiency and organization across multiple departments.
- Lead system upgrades and quality assurance efforts, including company-wide Windows 11 deployment, coordinating testing, rollout, and user communication to ensure minimal operational disruption
- Manage onboarding and offboarding processes, including device configuration, system access, permissions, and first-day readiness.
- Serve as primary liaison with external vendors (IT, electricians, service providers), validating work, tracking deliverables, and ensuring operational continuity.
- Support configuration validation and internal system testing to confirm expected functionality prior to deployment.
Project Coordinator
S+B James Construction
Sacramento
06.2022 - 10.2024
- Supported and maintained 6-8 active projects simultaneously, ensuring consistency and accuracy across all project records.
- Maintained detailed project and billing documentation lo9gs for audit readiness and financial accuracy.
- Reviewed and processed monthly billings, validating supporting documentation and alignment with contract terms.
- Tracked certificates of insurance (COIs) and compliance requirements for each project.
- Maintain Insurance compliancy for trade partners and withhold payment
- Maintained project documentation, approvals, and workflows to support internal operations and client-facing initiatives.
- Tracked tasks, dependencies, and timelines to ensure deadlines were met across multiple concurrent projects.
- Partnered with cross-functional teams to identify process gaps, recommend improvements, and support implementation of more efficient workflows.
Remote Account Lead / SaaS Support Specialist
MasterStream ERP
Remote
01.2019 - 01.2022
- Managed SLA-driven support tickets for a SaaS ERP platform, providing technical troubleshooting and analytical review of user-reported issues.
- Conducted root-cause analysis to identify data discrepancies, system logic issues, and configuration errors.
- Differentiated between software defects, feature enhancement requests, and user education needs; escalated confirmed issues to engineering with detailed documentation and replication steps.
- Performed data validation and basic SQL queries to investigate reporting inconsistencies and workflow anomalies.
- Supported API integrations, resolving data mismatches and configuration-related errors.
- Participated in QA and release testing to validate fixes and enhancements prior to production deployment.
- Collaborated with cross-functional teams to implement system upgrades and improve overall functionality.
Lead Salesfloor Manager
Madam Butterfly
Sacramento, CA
05.2019 - 05.2020
- Developed a store log to call/ follow up with customers, this increased sales by roughly 4%.
- Trained and coached staff on customer service standards, operational procedures, and point-of-sale systems.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Assistant Department Manager
Nordstrom
Roseville, CA
04.2014 - 04.2019
- Decreased theft by 5% through customer service and hyper vigilance.
- Increased department sales by 3% through sales coaching and pushing team to have product knowledge.
- Provided omnichannel customer service, resolving complex and escalated issues while maintaining adherence to company policies.
- Managed scheduling, daily operations, and documentation to support consistent service delivery and team performance.
Education
Bachelor of Science - Marketing
California State Polytechnic University, Pomona
01.2018
Associate of Science - Behavioral Science
Sierra College, Rocklin, CA
01.2015
Skills
- Customer Service & Stakeholder Support
- Client & Account Management
- Technical & Application Support
- SaaS & Enterprise Systems
- SLA-Based Issue Triage & Escalation
- Root-Cause Analysis
- Data Validation
- Auditing & Reporting
- SQL (Basic)
- QA, Testing & Release Validation
- Process Improvement
- Documentation, SOP Development & Training
- Cross-Functional & Executive Collaboration
- Tools: Jira, Salesforce, Zendesk, Freshdesk, ServiceNow, Microsoft 365
Timeline
Office Manager / HR Assistant
S+B James Construction
10.2024 - Current
Project Coordinator
S+B James Construction
06.2022 - 10.2024
Lead Salesfloor Manager
Madam Butterfly
05.2019 - 05.2020
Remote Account Lead / SaaS Support Specialist
MasterStream ERP
01.2019 - 01.2022
Assistant Department Manager
Nordstrom
04.2014 - 04.2019
Bachelor of Science - Marketing
California State Polytechnic University, Pomona
Associate of Science - Behavioral Science
Sierra College, Rocklin, CA
TECHNICAL TOOLS
- Jira
- Salesforce
- Zendesk
- Freshdesk
- ServiceNow
- SQL (Basic)
- Microsoft 365
- Windows & macOS
- Zoom & Zoom Contact Center
- A/V Systems
- Remote Diagnostics