Sarah Walsh
Denver,CO
Summary
Results-oriented Advanced Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Seeking to leverage and further develop current skills as an Advanced Support Technical Lead, with a goal to minimize customer escalations while supporting both internal teams and external clients.
Overview
3
3
years of professional experience
Work History
Advanced Support Engineer
RingCentral
07.2023 - Current
- Maintaining high level of customer satisfaction with average NPS score of 9.8 over 50 surveys; closing average of 52 cases per month
- Utilizes expert knowledge of RingCentral services and VOIP technology to address complex technical inquiries, providing effective workarounds for customer network issues, and troubleshooting and replicating technical challenges to achieve resolution or escalation
- Coordinating with internal departments and partners to expedite issue resolution, enhance customer satisfaction, and boost retention rates
- Recent promotion effective 7/1/23 to Advanced Support Engineer
Catering Manager
Fooda
Denver, CO
04.2021 - 05.2022
- Set and enforce performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
- Works in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Meets with clients to outline desired goals and prepare quotes for overall catering costs
- Develops and cultivates lasting relationships within community, promoting business opportunities through effective communication and interpersonal talents.
Skills
- Troubleshooting hardware and software issues
- VoIP
- Cloud Services: AWS, Azure
- Unified Communication Platforms: RingCentral applications, Nice InContact, Microsoft Teams
- IP phone provisioning: Polycom, Yealink, Unify, Audiocodes, Cisco, Mitel, Avaya
- Elastic/Kibana
- Empirix/SIP Ladders
- Training/mentoring
- Customer relationship management
- Excellent communication skills, both written and verbal
- Strong problem-solving abilities
- Adaptability and willingness to learn new technologies
- Attention to detail to ensure accurate documentation and resolution of issues
Timeline
Advanced Support Engineer
RingCentral
07.2023 - Current
Catering Manager
Fooda
04.2021 - 05.2022
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