Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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NAZENIN BAJLANPOUR

Springfield,VA

Summary

With over 5 years in B2B/SaaS customer-facing roles, I excel in product-led environments, providing tier 2-3 technical support, troubleshooting problems, and perform complex tasks. I complete these duties by working cross functionally with other teams and communicating with higher level executives as well as other end-users. I thrive in fast paced environments and am able to think fast as well as remain calm in stressful scenarios.

Overview

8
8
years of professional experience

Work History

Operations Analyst

OrthoVirginia
05.2024 - Current
  • Managed and set up project timelines for 13 office locations, ensuring meeting all deadlines.
  • Managed ServiceNow to drive operational efficiency and elevated customer satisfaction by leading IT support operations.
  • Led team in setup, testing, and configuration of workstations, laptops, kiosks, and other devices needed.
  • Worked with cross functional teams to facilitate user adoption of O365 products, Epic and Imprivata systems, and essential technologies for all internal employees.
  • Utilized knowledge in Windows 10, Microsoft O365, Citrix, Active Directory, Azure, Dameware, and Tanium to tackle complex IT issues.
  • Directed IT equipment procurement and order replacements via Envi Material Management Information System for all office locations.

IT Customer Support Specialist

ID.me
07.2020 - Current
  • Collaborated with cross-functional teams to streamline project timelines and deliverables to enhance customer experience and troubleshoot any account or technical issues; Working with public sectors and ensuring confidentiality and integrity. Implemented new company programs for employee onboarding within operations.
  • Assisted over 100 users per day on account issues for hardware, peripherals, network connection, internal/external difficulties using email, live chat, and phone calls
  • Created new techniques, formulated new ideas, and launched unique processes for analysis
  • Delivered B2C and B2B service while triaging product bugs, distributing reports on customer experience for critical product updates and quality assurance
  • Worked with Customer Success and Product Development departments to enhance overall customer experience
  • Identified, investigated, and researched user questions and problems, while recognizing, isolating, and resolving technical problems by collaborating with engineering products and sales teams using Slack, Zoom, and Atlassian for communication
  • Worked with public sectors including the IRS, Department of State, Social Security Administration, and various partnered state organizations regarding identity verification
  • Requested by CEO, CTO, and legal teams to troubleshoot escalated member accounts to ensure confidentiality and integrity
  • Represented the voice of the customer to the internal teams for customer experience improvement
  • Documented actions and resolutions and leveraged data while troubleshooting in a fast-paced start up environment

Manager, Operations

Joie
09.2017 - 07.2020
  • Managed a diverse team of 20 people with passion to effectively contribute and lead a positive and successful environment with communication and dedication. Managed front-end and back-end development.. Utilized analytical mindset to provide marketing and budgeting analysis strategies and leveraged data regarding sales and client updates.
  • Managed a team of 20 people with passion to effectively contribute and lead a positive and successful environment with communication and dedication
  • Managed front-end and back-end development in the company’s Portfolio Analyst, Employee Track and Account Management systems
  • Documented all concerns and incidents and reported them to a senior supervisor, Driving project management solutions
  • Utilized analytical mindset to provide marketing and budgeting analysis strategies and data entry regarding sales and client updates; performed administrative duties at least 3X per week (independently)
  • Take lead in hosting pop up event launches for sponsorships, client relations, and marketing purposes as well as assessed sales data in new clientele data, analyzed and improved email marketing results
  • Utilized mathematical models for quarterly and annual analytical studies; Assessed business policies, privacy policy, procedures and operations to ensure company met all requirements and regulations
  • Collaborated with senior management and executive team to clarify management objectives for decision making
  • Recruiting and trained new sales representatives displaying knowledge of company requirements

Education

Business & Science Specialization

Northern Virginia Community College
Fairfax, VA
01.2017

Skills

  • JIRA
  • Zendesk
  • Salesforce
  • Office 365 Suite
  • Microsoft
  • Confluence
  • Atlassian
  • Hubspot
  • Google Analytics
  • Servicenow
  • Tableau
  • Asana
  • Trello
  • Azure
  • Splunk
  • Budgeting
  • Powerpoint
  • Slack
  • Cognos
  • CSS
  • ElasticSearch
  • Excel
  • Front-end
  • HTML
  • JAVA
  • Linux
  • Logstash
  • MySQL
  • Oracle
  • Postgresql
  • Python
  • Unix
  • Windows
  • TCP/IP

Hobbies and Interests

Professional Development including additional education through pursuing more certifications and attending online courses and seminars., Creative and Technical Pursuits including DJing and music production and developed personal website using HTML, CSS, and JavaScript., Fitness and Wellness including social wellness events and classes within the community.

Timeline

Operations Analyst

OrthoVirginia
05.2024 - Current

IT Customer Support Specialist

ID.me
07.2020 - Current

Manager, Operations

Joie
09.2017 - 07.2020

Business & Science Specialization

Northern Virginia Community College

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NAZENIN BAJLANPOUR