Julie Moreno
Jacksonville
Summary
Customer-focused Application Support Specialist experienced in delivering technical support and troubleshooting enterprise SaaS applications. Achieved enhanced software adoption through effective diagnosis of complex issues, root cause analysis, and collaboration with Engineering and Customer Success teams. Focused on building trusted client relationships and improving user experiences through comprehensive support, onboarding, and process optimization within Agile environments.
Overview
21
21
years of professional experience
Work History
Senior Analyst, Customer Care
HD Supply
Jacksonville
05.2018 - 03.2026
- Provided Tier II application support for enterprise SaaS platforms, troubleshooting complex technical issues to enhance user access, workflows, reporting, and system functionality.
- Managed customer escalations from diagnosis through resolution, performing root cause analysis while partnering with Engineering to resolve software defects and validate solutions through User Acceptance Testing (UAT).
- Led customer onboarding and software training sessions, helping end users successfully adopt new features and maximize platform functionality.
- Developed user stories, knowledge base articles, and technical documentation in collaboration with Agile teams to enhance product quality and elevate overall customer experience.
Learning Administrator
The Home Depot Inc
Jacksonville
08.2015 - 05.2018
- Administered HD Toolbox platform, managing user access, permissions, content updates, system configuration, and application support to ensure seamless user experience.
- Developed knowledge base articles, Quick Reference Guides (QRGs), FAQs, and training materials that improved end-user support and self-service resources.
- Provided technical support for ERP systems, HD Pro websites, and mobile applications, resolving user issues and coordinating UAT activities to enhance application reliability.
- Analyzed user feedback and identified process improvements, developing reporting to enhance training effectiveness and inform operational performance.
Sales Account Executive
The Home Depot Inc
Jacksonville
05.2014 - 08.2015
- Managed customer accounts, building trusted relationships and resolving issues to enhance client satisfaction.
- Utilized CRM tools to document interactions and manage account activity, aligning efforts with business objectives.
- Partnered with Customer Service, Marketing, and E-commerce teams to resolve customer concerns and improve the overall client experience.
- Exceeded productivity and performance goals in fast-paced, customer-focused environment, contributing to overall team success.
Learning Consultant
Acosta Sales & Marketing
Jacksonville
11.2010 - 02.2014
- Designed and delivered technical training programs that improved software adoption and end-user performance for enterprise clients.
- Collaborated with subject matter experts to create technical documentation, user guides, and instructional content, enhancing user understanding and engagement.
- Coordinated software testing, implementation support, and end-user readiness activities for new system rollouts, ensuring smooth transitions and successful adoption.
- Conducted needs assessments and provided technical support to align learning solutions with business objectives, driving targeted training initiatives.
Instructional Designer /Technical Trainer
Acosta Sales & Marketing
Jacksonville
03.2005 - 11.2010
- Developed instructor-led and eLearning programs for enterprise software implementations, enhancing user engagement and knowledge retention.
- Delivered technical support and training for software applications, hardware, and mobile devices, increasing user adoption rates and satisfaction.
- Supported the nationwide rollout of more than 500 handheld devices by providing user training, system setup, and troubleshooting assistance.
- Participated in User Acceptance Testing (UAT) and collaborated with business teams to enhance application quality and user experience.
Skills
Salesforce ServiceNow JIRA Confluence ERP SAP SharePoint
Application management User Acceptance Testing User Story Documentation System Configuration Troubleshooting User Access Management Root Cause Analysis
Training & Documentation
Articulate LMS Administration Snagit Knowledge management FAQs Quick Reference Guides (QRGs)
Collaboration
Microsoft 365 Teams Zoom Webex Slack
Business Applications
Technical Expertise
Timeline
Senior Analyst, Customer Care
HD Supply
05.2018 - 03.2026
Learning Administrator
The Home Depot Inc
08.2015 - 05.2018
Sales Account Executive
The Home Depot Inc
05.2014 - 08.2015
Learning Consultant
Acosta Sales & Marketing
11.2010 - 02.2014
Instructional Designer /Technical Trainer
Acosta Sales & Marketing
03.2005 - 11.2010