Rachael Burks
Derby
Summary
Dedicated customer service professional with extensive experience in the SaaS industry. Championed team development and performance through inclusive leadership. Motivated to maintain customer satisfaction and contribute to company success through quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with a passion for developing relationships, cultivating partnerships, and growing businesses. USAF Veteran with a TS/SCI clearance, career broadened by a B.A in German.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Operations Analyst
CrowdStrike
08.2021 - 05.2025
- Identify, implement, maintain and improve processes and tools to increase automation, improve efficiency, and reduce manual overhead
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Approval authority on all Sales quotes, ensured accurate Premium Support pricing on deals of every size, increasing support attach rate from 4% to 10% in under 10 months. This contributed to growing our department ARR into the millions, and enabled the hiring of 200+ additional team members.
- Scanned system for frequent technical issues, employing troubleshooting techniques for resolution.
- Created custom reports and visualizations to support decision-making processes.
- Helped meet changing demands by recommending improvements to business systems or procedures
Executive Officer (Capt)
United States Air Force
09.2020 - 07.2021
- Lead 29 personnel, overseeing administration work and establishing internal/external tasks for 1,400+ active duty and civilian members in six squadrons.
- Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
- Organize and control Commander’s calendar and projects.
- Reviews, revises, and writes all decorations/evaluations/performance reports/memorandums of understanding/approval - ensuring timeliness and quality of over 1,000 documents annually for higher headquarters.
- Developed and implemented strategic updates to Mission Support operations to solve issues affecting efficiency, profitability, and production.
Cyber Operations Officer/Operations Flight Commander (1st LT)
United States Air Force
11.2018 - 09.2020
- Mentored, led, and trained a 32-person team across five different fields of expertise, (Infrastructure, IT acquisitions, Network administration, communication focal point/help desk, and Customer Service Techs).
- Guided operations for classified/unclassified networks servicing 11,000 personnel.
- Developed IT solutions and capabilities, ensuring compliance to DoD policies, to support largest Aerial Port in the DoD.
- Managed acquisition, inventory/tracking, and disposal of all IT assets for the base.
- Applied effective time management techniques to meet tight deadlines.
Officer In Charge – Plans and Implementations (1st LT)
United States Air Force
01.2018 - 11.2018
- Strategic planner for Dover AFB’s $153M in IT systems overseeing base & enterprise level projects and IT asset procurement.
- Coordinated and implemented base communication system policies, procedures and standards.
- Managed 92 installation frequencies/$15M in wireless communication systems.
- Developed and completed service-level agreements, created operations/contingency plans while advocating for fiscal year operations and maintenance funds.
Officer In Charge – Knowledge Management (2nd LT)
United States Air Force
06.2017 - 01.2018
- Led a team of eight managing Freedom of Information Act (FOIA) requests and base EIM website, developing publications and policies for use at Dover AFB and Air Force wide.
- Organized and tracked all non-medical base records, ensuring compliance of laws across five federal programs.
Network Operations Officer in Training (2nd LT)
United States Air Force
01.2017 - 06.2017
- Fast paced network operations training. 920 hrs/115-day course focused on the following Cyber Operations areas: Operation Systems, Scripting, Network Fundamentals, Network Configuration, Attack & Exploiting Cyber Networks, AF Enterprise Structure & Defense, Industrial Control Systems, Telephony Networking, Strategic Network Warfare, and Laws & Ethics.
Parking Enforcement Supervisor
Michigan State University Police
01.2015 - 05.2016
- Enforce campus-parking laws and administer assistance to stranded vehicles/personnel as necessary.
- Scheduled all work shifts for 30+ enforcers; track all enforcer supplies such as trucks, handhelds and radios; ensured employee coverage of all university sections to maintain operations for a 24-hour work period.
Education
Bachelor of Arts - German
Michigan State University
East Lansing, MI05.2016
Skills
- Customer Service
- IT Management
- Defense/Military
- Leadership
- Quick Learner
- Risk Management
- Cyberspace Weapons Systems
- Policy Implementation
- Microsoft Office Suite
- Outlook
- Effective communication
- PowerPoint
- Analytical skills
- Confluence/JIRA
- Salesforce Development
- Lean six sigma
- Microsoft Windows
- Linux
- Mac
- Android
- Workflow optimization
- Operations management
- Scrum
- Training Implementation and Standardization
Certification
- PSM I, ~June
- Lean 6 Sigma, ~June
- Crossfit L1 Trainer, 03/15/23
- Undergraduate Cyberspace Training, 01/01/17
Timeline
Customer Success Operations Analyst
CrowdStrike
08.2021 - 05.2025
Executive Officer (Capt)
United States Air Force
09.2020 - 07.2021
Cyber Operations Officer/Operations Flight Commander (1st LT)
United States Air Force
11.2018 - 09.2020
Officer In Charge – Plans and Implementations (1st LT)
United States Air Force
01.2018 - 11.2018
Officer In Charge – Knowledge Management (2nd LT)
United States Air Force
06.2017 - 01.2018
Network Operations Officer in Training (2nd LT)
United States Air Force
01.2017 - 06.2017
Parking Enforcement Supervisor
Michigan State University Police
01.2015 - 05.2016
Bachelor of Arts - German
Michigan State University
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