JULIA M. POULSEN
San Jose,California
Summary
OPERATIONS\TECHNICAL SUPPORT QUALIFICATIONS PROFILE
Highly organized and goal-driven professional, with extensive experience in business and technical support operations within fast-paced call center environments.
Equipped with in-depth knowledge and ability to generate new initiatives, spearhead customer support operations, direct technical system troubleshooting and maintenance, and facilitate new software user training.
Recognized for track record of success in achieving first contact resolution of issues as well as implementing innovative support processes that cut costs and minimize customer downtime.
Armed with exceptional communication, interpersonal, technical, and time management aptitudes to attain set-forth targets and goals.
CORE COMPETENCIES
Project Management ~ Business Development ~ Process Improvement ~ Organizational Leadership Cost Reduction ~ Vendor Management and Relations ~ Cross-functional Collaboration
Overview
20
20
years of professional experience
1
1
Certification
Work History
Master Falconer\Owner
The 3 Falconeers Falconry, LLC
San Jose, CA
01.2022 - Current
- Staff recruitment and management, as well as contract negotiation with new customers
- Organize the staffing, travel, staff housing, and meal logistics for educational shows
- Strictly observe safety standard operating policies and procedures
- Attend events and carry out educational raptor demonstrations for up to 1000 individuals
- Oversee social media content development and administration.
Senior Information Systems Support
Blue River Technology
Santa Clara, CA
09.2021 - 12.2023
- Support for internal staff, onsite and remote, for all IT needs, solve issues, drive enhancements, and work to improve the daily end-user experience
- Handle all IT Support aspects of the employee life cycle, from new hire onboarding to employee termination
- A/V support using Zoom
- Google Meets, and Polycom
- Access and Identity Management tasks in Okta, Azure, MS Active Directory, and one-off apps not integrated into SSO
- Support and access control of numerous cloud and on-prem systems
- Work closely with security supporting Sophos, ZScaler, and Crowdstrike deployments in a multi-platform environment
- Multiple platforms to include, Mac, Windows, Google Chrome, Ubuntu, iOS, and Android
- Software license purchasing, tracking, and budgeting
- Hardware asset management
- Management of cellular plans for hotspots, cradles, and phones with Verizon and AT&T
- Career Highlight: â Streamlined onboarding tracking and equipment orders
- Onboarding 220 new hires in my first 11 months
- Software license audit saving over $100,000 in licensing costs.
Genentech, Inc
South San Francisco, CA
01.2004 - 01.2016
Systems Specialist
01.2013 - 01.2016
- Displayed expertise in troubleshooting and solving hardware and software issues on systems related to instrument communication and function
- Offered technical support to users of iPhone, iPad, BlackBerry, and Palm mobile devices
- Established a remote desktop solution to permit all Small Molecule Drug Development (SMDD) customers to remove the use of VMWare Fusion and prevent licensing costs.
Assistant Systems Specialist
Contra Costa County Health Services
Martinez, CA
01.2004 - 01.2013
- Page ⢠Render support with development and management of Symyx Electronic Lab Notebook account
- Joined the SMDD leadership meetings every two weeks; as well as presented in the quarterly Research and Early
- Development meeting
- Career Highlight: â Authorized access to the JIRA SMDD-Help system allowing issues to be routed directly to Genentech Research and Early
- Development (gRED) desk side support, thus decreasing customer down time
- Offered phone and desk side support to on-site and remote customers in troubleshooting hardware and software issues with the following tools and device within a 24/7 call center environment serving over 18,000 customers: ⢠Mobile devices (Palm, iPAQ, Treo, Blackberry, iPad, and iPhone); ⢠Operating systems (macOS X versions 10.4 and above, Windows 2000, XP, Vista, 7, and SUSE Linux SLED versions 10 and 11)
- Home networking solutions (DSL, cable, wireless, home routers, customer ISP communications)
- Microsoft Office (2003 to 2010 for Windows as well as 2004 to 2011 for macOS X)
- Google applications (Google Mail, Calendar, Drive, Sites, and G+) ⢠Search engines (Internet Explorer, Safari, Chrome, and Firefox); and ⢠Apple Mail, Outlook, as well as Thunderbird thick clients
- Served as the subject matter expert for Verint Blue Pumpkin Workforce Optimization suite; TIM and TRS time and labor reporting applications on the Kronos platform; Livelink Document Management System; Vignette Web Content
- Manager; Electronic Laboratory Notebook; SAP; Salesforce.com Case Management tool; Common HR Information
- System (CHRIS); iComply; as well as Genentech Funding Request System (gFRS) on the Salesforce.com platform
- Functioned as a peer advisor and mentor for new agents, responsible for training and coordination of several new hire classes
- Career Highlights: â Succeeded in addressing 80% or more of all incoming calls on first contact
- Composed over 200 Primus Knowledgebase entries with input on more than 100 additional entries, which helped boost overall teamâs first call resolution percentage
- Diligently travelled and helped with offsite events, conventions, and training at North America
- Played a key role in numerous improvement initiatives, which included the following: â Selection of new global IT call, incident, and change management system such as Workforce Optimization Software for call centers across the world
- Upgrade of Blue Pumpkin v4.6 to Workforce Optimization Impact 360 v10.5 and facilitation of its user training â Creation of level 1 support process for Kronos Timekeeping by collaborating with the payroll group for solutions; â Development of SAP initial post launch support process for the launch of SAP Phase II to Wave I and its job aids for the
- IT Service Desk.
Digital Operations Specialist
Amgen, Inc
South San Francisco, CA
01.2016
- Closely coordinate with clinical and commercial teams to collect requirements and form services that improve patient experience with digital health products
- Oversee vendors of global Amazon Web Services (AWS) infrastructure as well as provide call center support for marketed digital health products and medical devices
- Initiate expertise in developing and implementing the Zendesk customer relationship management (CRM) system for incident management and major incident management
- Assume responsibility for configuration management database (CMDB) management, incident, major incident, and problem management, ensuring resolution of issues in alignment with service level agreements (SLAs)
- Establish and maintain stakeholder communications regarding major incidents and periodic service reviews
- Handle validation or quality documentation, good manufacturing practices, change management, and software release management processes
- Serve as a point person among external vendors and internal product teams
- Control all aspects of tools utilized by Digital Health & Innovation group, including second and third-level support for
- Amgen digital products and tools
- Promptly deal with and prioritize requests, working with the proper group for resolution
- Keenly supervise the end-of-life decommissioning of systems, such as Health Management Systems and Software as a
- Medical Device (SaMD) systems
- Career Highlight: â Rendered oversight to service vendors, covering training, weekly status reviews, as well as annual SoW renewals, leading to diminished annual costs.
Full Circle Falconry
San Jose, CA
01.2014
- 2022 ⢠Take charge of staff recruitment and management, as well as contract negotiation with new customers
- Organize the staffing, travel, staff housing, and meal logistics for educational shows
- Strictly observe safety standard operating policies and procedures
- Attend events and carry out educational raptor demonstrations for up to 600 individuals
- Oversee social media content development and administration
- Career Highlight: â Increased the number of annual events from three to 30.
Senior IT Help Desk Coordinator
Abbott Vascular Devices/Manpower â
Redwood City, CA
IT Helpdesk Coordinator
Electroglas | ATR â
San Jose, CA
Senior Global Client Response Center Technician
Com Corporation
Santa Clara, CA
Desktop Support Technician
TekSystems
San Jose, CA
Y2K Consultant
Kaiser Permanente | TekSystems
, CA
Student Worker | Information Systems Technician
United States Army
Bakersfield, San Luis Obispo, CA
Education
Certificate in Business Analysis - undefined
2016
Bachelor of Science - Information Technology
Allan Hancock College
2009
Associate of Science - Business Management and Business Marketing, Computer Science
University of Phoenix â
2004
Project Management - undefined
University of California Berkeley
Skills
- CLOUD COMPUTING SYSTEMS
- Amazon Web Services (AWS), ServiceNow, BMC Remedy, G Suite, Nimbus
- Cloud Platform, MS O365
- CALL TRACKING SOFTWARE Blue Pumpkin WFO, Apropos, Heat, AWS Connect
- WORK MANAGEMENT SOLUTIONS
- Workforce Optimization 360, Nice, Smartsheet, Workday, PeopleSoft
- Casper, Bomgar
- 5 Page
- CRM SYSTEMS SAP, Zendesk, Salesforce, Remedy
- CONFERENCING SYSTEMS Zoom, WebEx, Skype, BlueJeans, GotoMeeting, Team Viewer, TelePresence
- DOCUMENT MANAGEMENT SYSTEMS
- Veeva, Livelink, SharePoint, Symyx Electronic Lab Notebook (ELN)
- Microsoft Office Suite, Cognos Analytics, Lotus Notes, Vignette Web Content
- Management Tool
- COLLABORATION SYSTEMS Asana, Slack, Google JamBoards, Atlassian
- INCIDENT MANAGEMENT TOOLS GitLab, JIRA, Bitbucket, PagerDuty, Remedy, ServiceNow, Heat
Certification
Microsoft Certified Technology Specialist (Windows 7) â-ª2011
Microsoft Certified IT Professional (Windows 7) â-ª 2011
Microsoft Certified Professionalâ-ª 2005
Apple
Apple OS X Certifiedâ-ª 2004
STI Knowledge Base
Certified Help Desk Analyst â-ª 2004
TRAINING STI Knowledge Certification Programs â Help Desk Professional
â-ª TECHNICAL ACUMEN
Timeline
Master Falconer\Owner
The 3 Falconeers Falconry, LLC
01.2022 - Current
Senior Information Systems Support
Blue River Technology
09.2021 - 12.2023
Digital Operations Specialist
Amgen, Inc
01.2016
Full Circle Falconry
01.2014
Systems Specialist
01.2013 - 01.2016
Genentech, Inc
01.2004 - 01.2016
Assistant Systems Specialist
Contra Costa County Health Services
01.2004 - 01.2013
Senior IT Help Desk Coordinator
Abbott Vascular Devices/Manpower â
IT Helpdesk Coordinator
Electroglas | ATR â
Senior Global Client Response Center Technician
Com Corporation
Desktop Support Technician
TekSystems
Y2K Consultant
Kaiser Permanente | TekSystems
Student Worker | Information Systems Technician
United States Army
Certificate in Business Analysis - undefined
Bachelor of Science - Information Technology
Allan Hancock College
Associate of Science - Business Management and Business Marketing, Computer Science
University of Phoenix â
Project Management - undefined
University of California Berkeley