Mercedes Glaser
Beavercreek,United States
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Adept at working effectively unsupervised and quickly mastering new skills. Facilitate issue resolution by acting as a liaison between customers and departments. Drive team efficiency by leading ticket triage and mentoring support specialists, achieving service-level objectives. Contribute to process enhancements through effective documentation and collaboration with internal teams.
Overview
17
17
years of professional experience
Work History
Subject Matter Expert
Stratacache
Dayton, United States
09.2021 - Current
- Lead daily ticket triage and assignment activities for the support team, balancing workloads to maximize efficiency and meet service-level objectives
- Acted as the primary escalation point for team members, mentored support specialists, reviewed and resolved complex cases, and drove continuous improvement in support processes
- Leveraged AI tools to improve productivity, streamline troubleshooting, and assist in resolving technical and workflow-related issues
- Provided technical guidance and mentorship to Tier 1 support specialists, fostering skill development and knowledge sharing
- Liaised between customers and internal departments to facilitate issue resolution, escalate concerns, and contribute to process improvements through data gathering and cross-team communication
- Documented troubleshooting procedures, solutions, and knowledge base articles to enhance support efficiency
- Participating in testing and validation of software updates, patches, and system enhancements
- Work closely with warehouse teams to create, monitor, and update orders in NetSuite, including correcting or removing inaccurate orders to maintain system integrity and fulfillment accuracy
ODMB Operations Specialist
Stratacache
Dayton, United States
01.2018 - 09.2021
- Promoted to ODMB team for strong understanding and abilities in operations support
- Managed support tickets through completion while meeting service-level agreement (SLA) requirements
- Resolved complex software, hardware, and network issues escalated from Tier 1 support teams
- Scheduled on-site techs promptly to address unresolved site issues
- Performed troubleshooting and root-cause analysis for hardware peripherals and connected devices, ensuring timely issue resolution
- Updated Knowledge Base with new procedures and information to assist internal employees
Technical Support Analyst
Stratacache
Dayton, United States
02.2017 - 01.2018
- Provided technical support for digital signage solutions and hardware.
- Collaborated with technicians to troubleshoot and replace hardware, ensuring minimal downtime for users.
- Documented user issues and resolutions in ticketing system to improve tracking and response time.
- Trained users on system features and functionalities to enhance usage.
- Supported team goals by assisting with additional projects, contributing to overall team efficiency.
Triage Support Specialist
Reynolds & Reynolds
Dayton, United States
10.2015 - 02.2017
- Promoted to Tier 2 Technical Support Specialist in recognition of strong technical expertise, problem-solving abilities, and customer support performance
- Resolved complex software, hardware, and network issues escalated from Tier 1 support teams, enhancing overall support quality
- Performed advanced troubleshooting and root-cause analysis, leading to identification and resolution of recurring technical problems
- Documented troubleshooting procedures, solutions, and knowledge base articles, streamlining support processes
Technical Support Specialist
Reynolds & Reynolds
Dayton, United States
12.2014 - 10.2015
- Provided technical support to customers by diagnosing and resolving hardware, software, and system-related issues
- Troubleshot and analyzed root causes for hardware peripherals and connected devices, achieving timely issue resolution
- Selected for multiple rotations within the Technical Support Triage team due to strong technical troubleshooting skills and efficient case management
- Prioritized and routed incoming support incidents, facilitating prompt identification and escalation of critical issues
- Utilized ticketing system effectively, adhering to established ticketing standards
Front Desk Supervisor
Sears Holding Corporation
Springfield, United States
12.2009 - 11.2014
- Delivered prompt and friendly service to customers, resolving complaints to enhance satisfaction
- Coordinated task distribution among associates, ensuring timely completion of daily operations
- Trained new employees on register operations and customer service standards to improve team readiness
- Followed company procedures for cash handling, loss prevention, and security
Sales Associate
Sears Holding Corporation
Springfield, United States
03.2009 - 12.2009
- Provided friendly and efficient customer service in a fast-paced retail environment
- Processed customer purchases and returns accurately using a point-of-sale (POS) system
- Collaborated with team members to achieve daily operational targets
- Supported inventory management by stocking shelves and creating appealing merchandising displays
- Enhanced communication skills through direct interactions with customers
Education
Bachelor of Science - Management Information Systems
Wright State University
Dayton, OhioSkills
- Ticket triage
- Technical documentation
- Order accuracy
- Process improvement
- Issue resolution
- Problem solving
- Team leadership
- Effective communication
- Time management
- Customer service excellence
Timeline
Subject Matter Expert
Stratacache
09.2021 - Current
ODMB Operations Specialist
Stratacache
01.2018 - 09.2021
Technical Support Analyst
Stratacache
02.2017 - 01.2018
Triage Support Specialist
Reynolds & Reynolds
10.2015 - 02.2017
Technical Support Specialist
Reynolds & Reynolds
12.2014 - 10.2015
Front Desk Supervisor
Sears Holding Corporation
12.2009 - 11.2014
Sales Associate
Sears Holding Corporation
03.2009 - 12.2009
Bachelor of Science - Management Information Systems
Wright State University