Julie A. Stevens
Lehi,UT
Summary
Customer-centric Technical Support Engineer with a strong record at Adobe Inc., demonstrating excellence in incident resolution and customer advocacy. Proficient in Adobe Analytics, fostering cross-functional collaboration that enhances customer satisfaction and operational efficiency. Skilled in root cause analysis and strategic account management, delivering consistently high-quality support to meet client needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Premier Technical Support Engineer - Analytics
Adobe Inc.
Lehi, USA
01.2021 - Current
- Named support lead for Premier Elite and Enterprise customers, providing proactive technical guidance and incident resolution.
- Resolved technical issues via telephone, web conferencing, and support portal in compliance with SLAs.
- Partnered with Engineering and Product teams to drive improvements in future releases.
- Analyzed complex analytics implementations and provided root cause analysis and risk mitigation strategies.
- Collaborated with TAMs to deliver consistent outcomes across key accounts.
Technical Support Engineer
Oracle Corporation
Lehi, USA
02.2017 - 01.2021
- Provided Tier-2+ support for enterprise software applications.
- Specialized in complex incident analysis and customer satisfaction.
- Founding committee member of Utah Oracle Women's Leadership (OWL).
Web Developer
Independent Contractor
Remote
01.2003 - 12.2016
- Designed dynamic websites and CMS platforms using HTML, CSS, JavaScript, and SQL.
- Led full project lifecycles and provided ongoing technical support.
Data Integration Specialist
PeopleStrategy
Remote
10.2015 - 06.2016
- Developed and maintained EDI solutions for client-to-vendor data exchanges.
- Created custom reports and managed database integrity using PostgreSQL, GitHub, and MOVEit.
Education
Bachelor of Arts - Humanities (English Emphasis)
Brigham Young University
Provo, UTSkills
- Adobe Analytics
- Data analysis
- Team collaboration
- Issue escalation
- JavaScript
- HTML
- CSS
- SQL
- API Integration
- Debugging
- Incident Resolution
- Customer Support
- Advocacy
- Incident Management
- Reporting
- Root Cause Analysis
- Strategic Account Management
- Cross-Functional Collaboration
- Customer relationship management
- JIRA systems
Certification
Adobe Certified Professional - Adobe Analytics Developer
AI Prompting - University of Utah
References
Available upon request
Personal Information
Strong advocate for women in tech working with Women Tech Council and TechMoms
Timeline
Premier Technical Support Engineer - Analytics
Adobe Inc.
01.2021 - Current
Technical Support Engineer
Oracle Corporation
02.2017 - 01.2021
Data Integration Specialist
PeopleStrategy
10.2015 - 06.2016
Web Developer
Independent Contractor
01.2003 - 12.2016
Bachelor of Arts - Humanities (English Emphasis)
Brigham Young University
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