Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

MARSHA GREGGERSEN

Mesa,Arizona

Summary

I am a customer-focused professional with a passion for service and people. With extensive experience in customer service roles, I thrive on building relationships and helping others succeed—whether it's assisting coworkers or providing exceptional support to customers. I am driven by the opportunity to face new challenges, continuously expand my skills, and contribute to achieving and exceeding company goals. My objective is to leverage my abilities to support and empower others in a dynamic role where I can grow and make a meaningful impact.

Overview

12
12
years of professional experience

Work History

Tier 3 Technical Support Representative

Frontsteps
04.2023 - Current
  • Advanced Troubleshooting and Issue Resolution: Provide expert-level troubleshooting for complex technical issues related to software, hardware, and integrations, including in-depth analysis of system logs, configurations, and user-reported problems. Diagnose and resolve technical problems that have escalated from lower-tier support, ensuring that complex issues are handled efficiently and accurately.
  • Collaboration with Development Teams: Work closely with product development and engineering teams to escalate unresolved issues, gather feedback, and collaborate on fixes for system bugs, feature requests, and performance improvements. Assist in validating bug fixes, system patches, and updates by testing in staging environments before deployment to production.
  • Product Expertise and Knowledge Sharing: Act as the subject matter expert (SME) for internal teams and customers on all technical aspects of the software and hardware products, providing in-depth explanations and recommendations for troubleshooting and resolution.
    Develop, maintain, and share internal knowledge bases, technical documentation, and best practice guides for both customers and internal support teams.
  • Incident Management and Root Cause Analysis: Take ownership of high-priority incidents and critical system outages, performing root cause analysis (RCA) and ensuring timely resolution to minimize system downtime and customer impact. Provide post-incident reports and work with other teams to implement preventative measures based on findings.
  • Escalation Management: Handle and resolve escalated customer issues that require specialized expertise or have a significant impact on the business, ensuring timely and professional communication. Serve as the final point of contact for critical support issues, collaborating with other departments when necessary to resolve problems.
  • Customer Training and Support: Provide advanced technical training to customers and internal staff, particularly on complex features, troubleshooting techniques, and integration processes. Act as a consultant for customers facing unique technical challenges, offering tailored solutions and working with them to implement fixes.
  • Testing and Quality Assurance: Perform thorough testing of new product features, configurations, and system updates to ensure that all components function as expected and meet quality standards. Identify bugs or issues during testing, and work directly with development teams to resolve them prior to release.
  • Mentoring and Training T1 & T2 Support Staff: Provide guidance, mentoring, and training for Tier 1 and Tier 2 support staff to ensure they have the tools and knowledge to address common technical issues and customer queries. Lead training sessions, conduct regular knowledge-sharing meetings, and assist in skill development for junior team members.
  • Process Improvement: Continuously evaluate existing support processes, identifying areas for improvement, and recommend or implement changes to enhance efficiency, reduce resolution times, and improve customer satisfaction. Lead or participate in cross-functional initiatives aimed at improving overall customer experience and support outcomes.
  • Client Relationship Management: Build and maintain strong relationships with key clients, ensuring they receive timely and accurate solutions to their technical issues and understand the full capabilities of the software or hardware. Conduct regular follow-ups with customers to ensure satisfaction after issue resolution and proactively offer support for potential improvements.

Solutions Consultant

Frontsteps
01.2020 - 11.2023
  • Work with business units in developing business plans to achieve company revenue goals
  • Obtain customer feedback and suggest appropriate product revisions
  • Recommend product enhancements and updates to identify new business opportunities
  • Support marketing team in developing sales and marketing strategies for profitability
  • Provide support for marketing collaterals, advertising materials, marketing campaigns, tradeshows and other promotional activities
  • Coordinate with cross-functional teams to provide product engineering, development, management and sales solutions
  • Address customer issues and concerns in a timely fashion to ensure customer satisfaction
  • Work with business team to identify new customers and to retain existing customers
  • Stay up-to-date with product knowledge, business flow, sales process and market dynamic
  • Maintain complete documentations for all product related activities

Support Specialist

Caliber Software Inc.
10.2018 - 01.2020
  • Provide daily support to users of the HOA Accounting and Management software platform including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
  • Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary
  • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
  • Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible
  • Help develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software
  • Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
  • Create and implement new processes to improve efficiency and customer satisfaction

Project Manager

VURIA
02.2013 - 11.2015
  • Responsible for definition, planning, execution and closure of complex projects in a fast-paced environment across multiple engineering teams
  • Identifying and resolving changes in project scope, schedules and resource requirements
  • Proactively identified and communicated risks; work with subject matter experts to develop and implement risk mitigation plans
  • Prioritize and track issues and create remediation plans for resolution of impediments in priority order
  • Report on project status clearly, consistently and reliably to executive management and team members
  • Excellent communication and presentation skills with technical, non-technical, and executive audiences

Education

Cosmetology License & Dental Assisting License -

Northland Pioneer College
01.2007

High School -

Show Low High School
Show Low
01.2001

Skills

  • Advanced troubleshooting
  • In-depth technical knowledge
  • Incident management
  • Training and mentoring
  • Hardware diagnostics
  • Quality assurance testing
  • Expert problem solving
  • Technical training
  • Escalation management
  • Microsoft office specialist (MOS) master
  • Network configuration
  • Product knowledge
  • SQL Knowledge
  • Postman Knowledge
  • Cross-Trained/Knowledge of all Products
  • Customer service expert

Hobbies and Interests

  • Cooking
  • Concerts
  • Baseball Games
  • Hiking
  • Traveling
  • Running
  • Reading
  • Car Shows

Timeline

Tier 3 Technical Support Representative

Frontsteps
04.2023 - Current

Solutions Consultant

Frontsteps
01.2020 - 11.2023

Support Specialist

Caliber Software Inc.
10.2018 - 01.2020

Project Manager

VURIA
02.2013 - 11.2015

Cosmetology License & Dental Assisting License -

Northland Pioneer College

High School -

Show Low High School

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MARSHA GREGGERSEN