ELIZABETH SALAS
Palo Alto,CA
Summary
Dynamic, solutions-driven Technical Support Manager with over 8 years of experience delivering white-glove IT support and executive event logistics for C-level leadership. Proven track record of optimizing IT workflows, managing high-stakes technical migrations during major corporate acquisitions, and leading cross-functional teams to exceed SLAs. Adept at translating complex technical issues into seamless end-user experiences while scaling internal knowledge bases to boost resolution efficiency.
Overview
9
9
years of professional experience
Work History
Technical Support Manager – Executive Support
Cisco
09.2024 - Current
- Led M&A technical integration for Splunk executives into Cisco: Migrating hardware, authentication, and collaboration tooling for C-suite and their admins with zero disruption.
- Managed strategic IT decommissioning workflows and asset acquisition tasks, mitigating risk and minimizing downtime for executive leadership.
- Streamlined IT support request pipelines, significantly decreasing response times and improving overall executive experience.
- Championed team development by creating comprehensive Knowledge Base Articles (KBAs) and delivering targeted training to boost first-contact resolution rates and SLA compliance.
- Optimized hardware inventory pipelines for same-day executive onboarding and urgent deployments; mentored junior staff and audited technical risks with InfoSec and Legal.
- Identify and request elevated admin access for my team, balancing operational efficiency with strict corporate security protocols.
- Overseeing high-touch "white-glove" technical support operations and coordinate global office support coverage.
Executive IT Support & Events Specialist
Splunk
02.2023 - 09.2024
- Provided high-touch, white-glove technical support to C-level Executives and Executive Assistants, managing competing high-priority tasks with a proactive demeanor.
- Partnered with cross-functional teams to audit technical risks for executive leadership and implement advanced IT tools and processes.
- Supported Customer Briefing Center (EBC), global events like .conf (user conference), and Sales Kick Off (SKO).
- Managed end-to-end technical production, AV infrastructure, and post-production video editing for high-stakes corporate events, including All Hands, on/offsite meetings in-person or virtual.
- Coordinated seamlessly with stakeholders regarding global event logistics, speaker management, and attendee registration.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Managed discreet projects for C-suite executives, handling highly sensitive corporate data with strict confidentiality.
Service Desk Analyst III
Splunk
11.2021 - 09.2023
- Served as Tier 3 technical escalation point for executives and admins, resolving complex software, hardware, and network infrastructure issues..
- Designed and launched in-house LATAM hardware logistics framework, decreasing operational costs significantly.
- Work in collaboration with cross-functional teams, vendors, and legal advisors to effectively establish and open Costa Rica regional office.
- Led team meetings to discuss challenges, share insights, and promote a culture of peer collaboration
Service Desk Analyst II
Splunk
08.2019 - 11.2021
- Spearheaded AMER hardware logistics during the COVID-19 lockdown, independently deploying critically needed laptops to ensure business continuity.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Service Desk Analyst I
Splunk
04.2018 - 08.2019
- Managed day-to-day operations of the IT ticketing queue at the main campus, maintaining exceptional response times and customer satisfaction.
- Oversaw asset management lifecycle, including IT lab inventory maintenance, remediation, and legal holds.
- Assisted with the initial development and launch of the "Tech Lounge," a walk-up help desk experience that became a foundational pillar of Splunk's Global IT support model.
Office Coordinator / Intern
PHANTOM (Acquired by Splunk)
05.2017 - 04.2018
- Supported the CEO, Founder, and VPs with precise calendar management, cross-time-zone travel logistics, and prioritization of high-value meetings.
- Administered and optimized all office vendor connections (IT peripherals, catering) to enhance employee experience and ensure efficient daily workplace functionality.
- Served as primary liaison for building management to guarantee facility safety compliance and aesthetic professionalism.
Education
Bachelor of Science - Management Information Systems
MENLO COLLEGE
Atherton, CA05.2018
Associate Degrees - Business Administration (AS), Economics (AS), Spanish (AA), Latin American Studies (AA)
Cañada College
Redwood City, CA05.2016
Skills
- Familiarity with Mac and Windows environments
- ITSM & Enterprise Software: ServiceNow ITIL Confluence-Atlassian Active Directory SAP Concur Asset Lifecycle Management
- MDM & Endpoint Security: JAMF Intune Absolute OKTA DUO Code42 Amazon Workspaces
- Collaboration & Productivity: Gmail Outlook Slack Teams Zoom Webex Microsoft Office 365 Google Suite SharePoint OneDrive Executive AV & Event Support
- Networking: VPN Wi-Fi Troubleshooting TCP/IP DNS Remote Access
- Proficient in supporting M&A activities
- White-glove technical support
- Upholding privacy standards
- Incident management
- Problem-solving abilities
- Proactive self-starter
- Fluent in English and Spanish
Timeline
Technical Support Manager – Executive Support
Cisco
09.2024 - Current
Executive IT Support & Events Specialist
Splunk
02.2023 - 09.2024
Service Desk Analyst III
Splunk
11.2021 - 09.2023
Service Desk Analyst II
Splunk
08.2019 - 11.2021
Service Desk Analyst I
Splunk
04.2018 - 08.2019
Office Coordinator / Intern
PHANTOM (Acquired by Splunk)
05.2017 - 04.2018
Associate Degrees - Business Administration (AS), Economics (AS), Spanish (AA), Latin American Studies (AA)
Cañada College
Bachelor of Science - Management Information Systems
MENLO COLLEGE