Haley Koepke
First Due
River Falls
20
years of professional experience
Customer Support and Technical Services Leader with expertise in SaaS support, technical operations, software implementations, and customer success. Led teams of technical professionals in managing complex customer environments while maintaining SLA performance. Delivered high-impact integration projects for federal agencies and public safety organizations, driving continuous improvement through process optimization and collaboration with cross-functional teams.
Work History
Technical Services Manager
7 Months- Lead a team of 7–10 Technical Services professionals responsible for customer support, technical troubleshooting, software integrations, and project delivery.
- Oversee daily team operations, workload management, escalations, and service delivery for approximately 450 customer projects annually.
- Maintain service performance exceeding a 3.9 SLA rating through proactive queue management, coaching, and process improvement.
- Conducted regular one-on-ones and performance discussions, facilitating career development for team members.
- Partnered with leadership to identify operational improvements and optimize workflows, enhancing customer outcomes.
- Analyzed support trends and recurring customer issues, informing product improvements and operational planning.
Lead Technical Services Analyst
6 Months- Acted as senior escalation resource for complex customer and integration issues.
- Mentored analysts and established operational best practices, enhancing service consistency and efficiency.
- Coordinated cross-functional technical investigations and resolution efforts, facilitating effective problem-solving.
Senior Technical Services Analyst
9 Months- Supported enterprise customers by resolving complex technical issues and providing tailored consultation.
- Assisted in developing integration strategies and implementation plans while resolving critical issues.
- Contributed to enhancements in service delivery and initiatives aimed at improving customer retention.
Technical Integrations Specialist
1 Year- Managed complex integration projects for municipal, state, and federal public safety agencies, ensuring seamless coordination and compliance with regulatory requirements.
- Led integration efforts for Department of Defense (DoD) and Department of Energy (DOE) customers, enhancing operational capabilities and security measures.
- Received company recognition for exceptional integration work supporting FDNY.
- Collaborated with customers, vendors, and internal teams to deploy and troubleshoot mission-critical integrations, minimizing downtime and ensuring user satisfaction.
Implementation Manager
2 Years- Managed full lifecycle SaaS implementation projects for public safety agencies, ensuring alignment with their operational needs.
- Led requirements gathering, system configuration, stakeholder communication, training, testing, and go-live activities to ensure seamless project execution.
- Functioned as the primary customer contact during implementation engagements.
- Delivered successful implementations, fostering strong customer relationships to enhance satisfaction and engagement.
Application Support Lead
1 Year 1 Month- Led application support operations for mission-critical public safety software solutions.
- Managed escalated customer issues, collaborating with development teams to resolve complex technical problems and enhance user experience.
- Mentored support staff, driving continuous improvement initiatives that strengthened team capabilities.
- Supported service delivery goals, achieving high customer satisfaction through proactive issue resolution.
Application Support Specialist II
1 Month- Delivered advanced troubleshooting and customer support for software applications, resolving issues to enhance user experience.
- Supported customers with configuration and workflow optimization, leading to effective issue resolution.
- Provided technical support for application users, resolving issues efficiently and enhancing user satisfaction.
- Collaborated with cross-functional teams to identify system requirements and improve application performance.
- Developed and maintained documentation for troubleshooting procedures and best practices in application usage.
Application Support Specialist I
1 Year- Provided technical support for public safety software users, enhancing user satisfaction and system reliability.
- Diagnosed and resolved application issues, strengthening customer relationships through effective communication and timely solutions.
- Provided technical support for users, ensuring efficient software functionality and resolving application issues.
- Collaborated with development teams to identify and implement software enhancements based on user feedback.
- Trained end-users on application features, improving user adoption and satisfaction rates.
Information Systems Analyst
1 Year 8 Months- Administered enterprise applications and integrated critical third-party systems to enhance operational efficiency.
- Coordinated technology initiatives with vendors and internal stakeholders to align project goals and deliverables.
- Managed application access, security, and maintenance, optimizing performance to ensure system reliability.
- Supported business process improvements and technology enhancement projects.
Data Processing Operator
2 Years 6 Months- Supported enterprise systems operations and internal service desk functions to enhance user experience.
- Executed daily, monthly, quarterly, and annual processing activities, ensuring timely completion.
- Facilitated software testing and system upgrades in various operational support initiatives.
E-Commerce Representative
1 Year 10 Months- Facilitated online banking, digital payment systems, and electronic service platforms to enhance user experience.
- Resolved complex technical issues for online banking and financial technology products, ensuring seamless service delivery.
- Assisted in implementing new digital services and security enhancements to strengthen platform integrity.
- Delivered employee training and supported regulatory compliance efforts.
Senior Teller
7 Years 1 Month- Led branch activities and ensured operational efficiency.
- Coached employees to meet branch performance objectives.
- Resolved member concerns while processing complex financial transactions.
Education
Associate of Arts (A.A.)
- Phi Theta Kappa Honor Society
- Scholarship Recipient
- TRiO Program Participant
- GPA: 3.98
Skills
Technical Services Management
SaaS Support Operations
Software Implementations
Technical Escalation Management
Process Improvement
Cross-Functional Collaboration
Customer support
Technical Strategy Development
Integration Strategy
Accomplishments
- Promoted through five progressively senior positions at First Due.
- Lead a team of 7–10 technical professionals supporting approximately 450 customer projects annually.
- Maintain service delivery performance exceeding a 3.9 SLA rating.
- Managed high-profile integrations supporting Department of Defense and Department of Energy organizations.
- Received company recognition for integration work supporting FDNY.
- Champion AI-assisted tooling and workflow improvements to enhance support operations and team productivity.
Timeline
Technical Services Manager
First Due
01.2026 - CurrentRead More
Lead Technical Services Analyst
First Due
06.2025 - 12.2025Read More
Senior Technical Services Analyst
First Due
09.2024 - 06.2025Read More
Technical Integrations Specialist
First Due
09.2023 - 09.2024Read More
Implementation Manager
First Due
09.2021 - 09.2023Read More
Application Support Lead
ImageTrend
08.2020 - 09.2021Read More
Application Support Specialist II
ImageTrend
07.2020 - 08.2020Read More
Application Support Specialist I
ImageTrend
07.2019 - 07.2020Read More
Information Systems Analyst
Firefly Credit Union
11.2017 - 07.2019Read More
Data Processing Operator
Firefly Credit Union
05.2015 - 11.2017Read More
E-Commerce Representative
Firefly Credit Union
07.2013 - 05.2015Read More
Senior Teller
Firefly Credit Union
06.2006 - 07.2013Read More
South Central College
Associate of Arts (A.A.)
Read More