Summary
Overview
Work History
Education
Skills
Timeline
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Audra Henry

Audra Henry

Surprise,United States

Summary

Dynamic Lead Technical Support Analyst with a proven track record at Electrada, excelling in EV charging infrastructure and escalation management. Enhanced system reliability and reduced downtime through proactive monitoring and strategic upgrades. Adept at effective communication and advanced troubleshooting, driving exceptional customer experiences and operational efficiency.

Overview

10
10
years of professional experience

Work History

Lead Technical Support Analyst

Electrada
Cincinnati, OH
08.2024 - Current
  • Lead the technical support function for Electrada's CaaS platform, ensuring reliable, end-to-end EV infrastructure performance for fleet customers.
  • Oversee day-to-day operations, case escalations, and quality control to deliver a consistent customer experience.
  • Reduced downtime and improved productivity with proactive system monitoring, maintenance, and upgrades.
  • Implement and enforce data entry standards and quality assurance procedures to ensure data integrity across CRM, asset management, and reporting platforms.
  • Assist in the development of internal SOPs. Knowledge base articles, and training guides, to support scalability and team efficiency.

Activations Support Supervisor

ChargePoint
Campbell, CA
08.2023 - 08.2024
  • Collaborates with leadership and direct reports to execute and maintain goals and objectives set.
  • Provide timely guidance, encouragement, and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance.
  • Responsible for developing and administering training plans to support Activation Services needs based on reporting metrics and relative special projects.
  • Responsible for escalated cases and interacts with various groups, including Sales Operations, outside Sales team, Owner Support, Field Services, and Program Management to resolve.
  • Plan, communicate, delegate, and monitor work assignments concerning direct reports.
  • Communicates process enhancements and new program elements to direct reports.
  • Conduct Supervisory level reviews to address performance trends and identify potential systemic issues or shortcomings impacting customer experience.
  • Review, maintain, and delegate cases that need follow up.
  • Develop daily, weekly, and monthly status reporting for management to develop and put processes in place that will ensure SLAs are met.

Advanced Technical Support Engineer

ChargePoint
Campbell, CA
11.2021 - 08.2023
  • Using established technical knowledge to identify and resolve complex network, software, and hardware problems including those related to the integration with third party software, equipment, and solutions (e.g., roaming, cellular service).
  • Provide exceptional support, empathy, and project management skills with the engineering teams of electric vehicle manufacturers, white glove customers, large corporate accounts and their stakeholders, fleet managers, field technicians, as well as owners of our charging stations and drivers.
  • Evolve yourself by honing your existing skills as well as taking the initiative to learn new skills, all while learning new products, services, and innovations that occur within ChargePoint and the charging industry.
  • Work in a hyper-organized fashion, be extremely flexible with your time, and be able to prioritize and re-prioritize your day as issues arise.
  • Communicate via our case management system, maintain an open and honest dialog with the relevant internal and external parties via email, phone calls, video conference calls, and/or messaging software.

Account Development Representative

DoorDash
Phoenix, AZ
08.2019 - 08.2020
  • Help transform the way restaurants monetize through our on-demand delivery service.
  • Manage existing accounts to build a relationship to upsell and further deepen our partnership.
  • Utilize these relationships to drive innovative marketing initiatives while ensuring partner success.
  • Master email marketing automation tools to creatively engage partners.

Productivity Specialist Team Lead

GoDaddy
Gilbert, AZ
11.2015 - 07.2018
  • Build rapport with new and existing customers while multitasking and following a consultative sale approach.
  • Learn all products and services, with a focus on Office 365 business email, to become a GoDaddy expert who meets customer needs.
  • Sell business email services, and other GoDaddy products via inbound phone calls while meeting daily and monthly performance targets.
  • Provide timely guidance, encouragement, and coaching to direct reports to help strengthen specific knowledge/skill areas needed to achieve highest performance.

Education

High School Diploma -

Desert Ridge High School
Mesa
05.2012

Associate of Arts -

East Valley Institute of Technology
Mesa
05.2012

Skills

  • EV charging infrastructure
  • Charging-as-a-service support
  • Electric vehicle supply equipment (EVSE)
  • Fleet electrification
  • Infrastructure operations
  • Escalation management
  • Network troubleshooting
  • Project management
  • Effective communication
  • Advanced troubleshooting
  • Hardware diagnostics
  • Microsoft Office proficiency
  • Team leadership
  • SOP development
  • Remote support
  • Performance coaching
  • Employee training
  • Reporting metrics
  • Time management
  • Change management

Timeline

Lead Technical Support Analyst

Electrada
08.2024 - Current

Activations Support Supervisor

ChargePoint
08.2023 - 08.2024

Advanced Technical Support Engineer

ChargePoint
11.2021 - 08.2023

Account Development Representative

DoorDash
08.2019 - 08.2020

Productivity Specialist Team Lead

GoDaddy
11.2015 - 07.2018

High School Diploma -

Desert Ridge High School

Associate of Arts -

East Valley Institute of Technology

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Audra Henry