Summary
Overview
Work History
Education
Skills
Timeline
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Jayne Greenfield

Rock Rapids,IA

Summary

Knowledgeable Smartsheet Administrator. Managed software systems and improved operational efficiency. Demonstrated problem-solving skills and teamwork abilities.

As a Solution Implementation Manager II, I partner with customers during all phases of their Smartsheet journey to build, configure, and launch Smartsheet Solutions.
I am an experienced SaaS specialist and customer care advocate with a demonstrated history of working in the computer software industry. Skilled in verbal and written communication, process improvement, building collaboration, and value optimization. Key assets are excellent soft skills, a growth mindset, and a can-do attitude.

Overview

11
11
years of professional experience

Work History

Owner/Operator

Primrose Market
01.2023 - Current
  • Managed day-to-day business operations of a floral, gift, coffee shop.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.

Solution Implementation Manager II

Smartsheet
07.2021 - 02.2023
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
  • Worked with enterprise level clients to ensure they were using all Smartsheet capabilities, while creating specific solutions tailored to fit their needs.

ProDesk Provider, Technical Support Specialist

Smartsheet
11.2018 - 07.2021
  • Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
  • Troubleshot complex technical issues effectively by drawing upon extensive knowledge of system architecture and industry best practices.
  • Reduced downtime by proactively identifying potential system problems and implementing preventive measures.
  • Maintained comprehensive documentation of IT processes, updates, and troubleshooting procedures to streamline future problem resolution efforts.

Technology Support Specialist/ Smartsheet Admin

Glynlyon
03.2014 - 06.2019
  • Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
  • Facilitated data migration projects successfully by planning meticulously and coordinating closely with relevant personnel throughout the process.
  • Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
  • Served as a liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
  • Implemented new systems and software upgrades, ensuring seamless integration into existing infrastructure without disrupting workflow.
  • Improved network performance through diligent monitoring of systems metrics, identifying bottlenecks early on before they could escalate into larger issues.
  • Optimized technology support by providing timely and effective troubleshooting for hardware and software issues.
  • Collaborated with cross-functional teams to identify opportunities for process improvements and implement strategic solutions accordingly.
  • Evaluated emerging technologies for potential incorporation into company systems, staying abreast of industry trends to maintain competitive advantages in service offerings.

Education

Political Science

Wayne State College
Wayne, NE

Skills

  • Application support
  • User training
  • Business process improvement
  • Project management
  • Technical training
  • Empathy and patience
  • Remote support
  • Ticket management
  • Issue escalation management
  • Training and onboarding

Timeline

Owner/Operator

Primrose Market
01.2023 - Current

Solution Implementation Manager II

Smartsheet
07.2021 - 02.2023

ProDesk Provider, Technical Support Specialist

Smartsheet
11.2018 - 07.2021

Technology Support Specialist/ Smartsheet Admin

Glynlyon
03.2014 - 06.2019

Political Science

Wayne State College

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Jayne Greenfield