Miranda Walls
Orlando,Florida
Summary
Technical Engineer with years of experience supporting Data Analytic software and SQL application, seeking to provide insight and reports to solve problems and improve decisions. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Engineer L2
Zebra Technologies
09.2022 - Current
- Adopt Zebra Prescriptive Data Analytics SaaS solution to become subject matter expert and understand the software's needs for improvement
- Ensure full cycle case management including intermediate technical troubleshooting, case escalations, and root cause analysis for issues that are reported by customers by use of SQL, BigQuery, and Google Cloud Platform
- Manipulate, extract and analyze data from Microsoft SQL Server for ad hoc reports and provide technical guidance for data discrepancies
- Provide SaaS application support managing multiple SalesForce and JIRA tickets related to a spectrum of technical problems
- Contribute and maintain timely technical documentation on the customer support knowledge base
- Communicate frequently with engineering, product, customer success, and Data Operations to expedite solutions and provide accurate reports to clients
Customer Success Manager
Connect&GO Technology
02.2022 - 09.2022
- Support and organize the implementation and day-to-day operation of the first US clients to provide excellent service and consistent use of the Konnect system for RFID ticketing, e-commerce/POS solutions, and reporting
- Provide ad hoc reports with SQL
- Use of JIRA, Zendesk, Planhat, and internal systems to track KPI's, support requests, and sprints
- Collaborate with Support, Technology, and Product teams to meet deadlines and innovate solutions
- Document onboarding process and record client feedback for ongoing improvements
Senior Client Solutions Specialist
accesso Technology Group
11.2020 - 02.2022
- Implemented, developed, and maintained global clients' e-commerce platform and functionality
- Lead the support team as a Subject Matter Expert and escalation point for the UI and SQL
- Communicated directly with clients to ensure deadlines and requests are met with innovative solutions in a SaaS environment
- Interviewed and onboarded new Client Solution Specialists using Lever.
Client Solutions Specialist
accesso Technology Group
10.2016 - 11.2020
- Performed troubleshooting and debugging of complex technical and client service issues that may arise
- Used standard select and join statements in SQL to retrieve reports and backend data for customers
- Composed documentation and reports for internal and external use within Confluence
- Adept in ADP, JIRA, TestRail, OpsGenie, Confluence, several internal systems, and SQL.
THE FLASH PASS Manager
Six Flags
01.2015 - 10.2016
- Managed day-to-day operation of the THE FLASH Pass Team including training, retention, ADP personnel management, and guest escalations
- Interviewed applicants for THE FLASH Pass Team Member position and hired those who exemplified company culture and values
- Drove team performance of 30+ employees toward achieving a goal of over $600,000/year in sales
- Reported sales and staffing numbers periodically to calculate budgeting and success for the department.
Operations Projects Intern
Universal Studios Orlando
08.2014 - 12.2014
- Trained and developed Team Members on a variety of Express tickets and the Express program for Halloween Horror Nights
- Maintained Express program by partnering with IT to guarantee reliability and accuracy in the returning data.
Attraction Operations
Walt Disney World
08.2011 - 08.2014
- Provided world-class customer service to thousands of guests each day at a variety of attractions.
Voice Actress
Walt Disney Animation Studios
01.2001 - 01.2002
- Provided voice talent to the animate film Lilo & Stitch
Education
Associate of Arts -
Polk State College
Lakeland01.2012
Skills
- Training and Mentoring
- Analytical and Critical Thinking
- Hiring and Onboarding
- SQL Proficiency
- Atlassian Suite
- Microsoft Suite
- Troubleshooting technical and data issues
- Google Cloud Platform knowledge
Certification
- Google Cloud Platform for Enterprise Essential Training - October, 2023
- Google Cloud Platform for Machine Learning Essential Training - November, 2023
- Creating Dashboards in Google Cloud Platform for Small Businesses - December, 2023
- Data Science on Google Cloud Platform: Exploratory Data Analytics - January, 2024
Timeline
Technical Support Engineer L2
Zebra Technologies
09.2022 - Current
Customer Success Manager
Connect&GO Technology
02.2022 - 09.2022
Senior Client Solutions Specialist
accesso Technology Group
11.2020 - 02.2022
Client Solutions Specialist
accesso Technology Group
10.2016 - 11.2020
THE FLASH PASS Manager
Six Flags
01.2015 - 10.2016
Operations Projects Intern
Universal Studios Orlando
08.2014 - 12.2014
Attraction Operations
Walt Disney World
08.2011 - 08.2014
Voice Actress
Walt Disney Animation Studios
01.2001 - 01.2002
Associate of Arts -
Polk State College