Candice Denson
Tier II Support - Programmer
Houston,TX
Summary
Versatile professional transitioning from client services and management roles into programming and technology-driven fields. Backed by over 10 years of experience in leadership, process improvement, and client success, coupled with a foundation in cloud computing and application development. Skilled in mentoring teams, optimizing workflows, and delivering high-quality solutions. Currently pursuing an A.A.S. in Cloud Computing & Application Development to advance technical expertise and contribute to innovative, technology-driven environments. Seeking opportunities to apply problem-solving abilities, time management, and organizational skills in software development, IT, or related domains.
Overview
22
22
years of professional experience
Work History
Tier II Support – EPL Programmer
Kastle Systems
08.2023 - Current
- Assist technicians with installations and service issues for security access control systems, ensuring efficient and effective problem resolution.
- Define system parameters and configurations to meet client-specific requirements.
- Provide custom programming solutions, including writing conditional statements in VePAC for system behavior automation.
- Utilize a CRM system to manage and respond to cases, delivering Tier 2 technical support for internal customers.
- Troubleshoot and resolve technical issues related to system performance and integration.
- Create comprehensive documentation and training materials to enhance knowledge sharing and team development.
- Collaborate with cross-functional teams to ensure consistent and high-quality service delivery.
Customer Success Resolution Manager - Enterprise
Kastle Systems
02.2021 - 08.2023
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created training documentation to be used internally and by customers to support products and services.
- Developed instructional videos to facilitate remote learning.
- Recommended changes, improvements, or enhancements in products, processes, and performance for the Enterprise team.
- Completed objectives provided by management efficiently to enhance the quality of customer experience.
- Provided client resolutions to accounting, operations, and communications.
- Delivered excellent customer service to accounts through project-based work and resolution of issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies for the customer support team.
- Contributed to the design and implementation of overall corporate documentation standards, numbering conventions, and templates.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Supported productivity increases and business growth through new hire training and mentoring.
Customer Success Manager
Kastle Systems
01.2017 - 01.2021
- Served as the sole customer success manager for Austin, San Antonio, and West Texas.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played an instrumental role in client satisfaction by working with operational teams to resolve service issues effectively.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Collaborated with sales and product teams to address customer success objectives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies for the customer support team.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed 80 accounts concurrently, achieving a 14% quarterly revenue increase.
Client Services Team Lead
Kastle Systems
09.2014 - 12.2016
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies for the customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Directed personnel training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Collaborated with Product Development, Support, and Project Management teams to improve tools and processes.
- Acted as the client's advocate within Kastle, ensuring all aspects of services were delivered as expected.
- Managed general administrative requests from clients, including invoice and documentation queries, reports, and other requested information.
- Developed and implemented permanent solutions to recurring issues.
- Created a training manual during the account management transition.
- Served as Client Services South region lead in JD Power customer service rankings quarterly.
Client Services Representative
Kastle Systems
01.2011 - 09.2014
- Efficiently resolved client issues reported via phone, email, and cases in CRM.
- Navigated multiple software systems to locate information and troubleshoot problems effectively.
- Maintained strong knowledge of customers, properties, and accounts to anticipate potential issues and identify opportunities to add value and strengthen relationships.
- Proactively contributed to improving processes and tools utilization for the betterment and professional growth of Kastle Systems.
- Conferred with customers about concerns with products or services to resolve problems.
- Introduced clients to available online resources and services to increase convenience and accessibility.
- Increased efficiency and team productivity by promoting operational best practices.
- Coordinated with operations staff to resolve service problems and enhance client satisfaction.
Technical Support Representative
HostGator
02.2010 - 01.2011
- Delivered front-line support via live chat and phone, resolving technical and non-technical issues with web hosting services.
- Provided level-one technical support, including troubleshooting MySQL databases, scripts, and templates.
- Assisted customers with billing discrepancies, account issues, and product recommendations.
- Simplified complex technical issues for non-technical users, ensuring clear communication and resolution.
Technical Coordinator Support
Verizon Wireless
09.2004 - 08.2009
- Delivered technical support for voice and data products, troubleshooting hardware, software, and network issues.
- Assisted with provisioning, device configuration, and resolving PC operating system issues, including TCP/IP settings.
- Utilized administrative tools and ticketing systems to track and resolve customer concerns efficiently.
- Ensured customer satisfaction through proactive follow-ups and first-call resolution.
Education
Associate of Applied Science - Computer Programming
Houston Community College
Houston, TX 05.2023 - Current
Bachelor's of Applied Arts And Science - Information Technology Specialization
University of North Texas
Denton, TX 05.2001 -
Skills
Teamwork/Collaboration
Problem resolution
Client Development
Staff Management
Customer Relations
Inter-department Collaboration
Training and Mentoring
Client Service Optimization
Research and Due Diligence
Business Development
Timeline
Tier II Support – EPL Programmer
Kastle Systems
08.2023 - Current
Associate of Applied Science - Computer Programming
Houston Community College
05.2023 - Current
Customer Success Resolution Manager - Enterprise
Kastle Systems
02.2021 - 08.2023
Customer Success Manager
Kastle Systems
01.2017 - 01.2021
Client Services Team Lead
Kastle Systems
09.2014 - 12.2016
Client Services Representative
Kastle Systems
01.2011 - 09.2014
Technical Support Representative
HostGator
02.2010 - 01.2011
Technical Coordinator Support
Verizon Wireless
09.2004 - 08.2009
Bachelor's of Applied Arts And Science - Information Technology Specialization
University of North Texas
05.2001 -