Sarah Warner
Indianapolis,IN
Summary
Highly-motivated technical support engineer with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed to successfully resolving all issues to support business continuity, customer satisfaction, customer success, and operational throughput.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce
Indianapolis, IN
08.2021 - Current
- Support customers that open technical support cases with Salesforce Marketing Cloud
- Develop expertise in Engagement-Mobile product and topic, including supporting Whatsapp, MobileConnect, MobilePush, and Mobile SDK cases
- Continuously develop skills by attending Salesforce trainings as well as education outside of work
- Ask customers targeted questions to diagnose problems and provide timely solutions
- Consult via telephone to understand user problems, run through tests and ask probing questions to locate root causes
- Work with internal product teams on investigations that require indepth product research and troubleshooting to identify issues
Proactive Monitoring Engineer
Salesforce
Indianapolis, IN
01.2022 - 08.2022
- Supported Signature Success clients during nightshift in AMER hours alongside HYD team
- Actioned on mercury alerts triggered to identify issue with customer process within Marketing Cloud
- Conducted root cause analysis on processes that errored, or did not run as expected, such as automations or triggered sends
- Identified trends and communicated recommendations to the customer or Proactive Services Engineer in order to reduce errors and optimize processes
Program Operations Manager
Eskenazi Health
Indianapolis, IN
06.2019 - 10.2021
- Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
- Improved cross-departmental cooperation and information communication processes by providing presentations to staff members and administration.
- Streamlined cross-departmental workflows
- Translated generalized operational goals and objectives into concrete strategy and tactical plans.
- Managed and communicated a clear vision of program objectives and motivate team members to achieve them; create an environment that enables peak performance by team members.
- Directed, coordinated and administered onboarding and engagement programs.
Program Coordinator
Eskenazi Health
Indianapolis, IN
04.2018 - 05.2019
- Coordinated logistics for department activities, workshops, and events.
- Communicated project status, requirements and deadlines to stakeholders.
- Partnered with department leadership on recommendations, process improvements and corrective action plans.
- Oversaw daily operations of Patient Access Services program functions.
- Analyzed program effectiveness to modify, adapt and optimize workflows.
Education
Master of Health Administration -
Indiana University - Purdue University Indianapolis
Indianapolis, IN12.2020
Bachelor of Arts - Community Health
Indiana University Bloomington
Bloomington, IN05.2017
Skills
- Program leadership
- Project coordination
- Cross-functional team management
- Policy/program development
- Policy and procedure improvements
- Problem-Solving
- HTML/CSS
- SQL
- Root Cause Analysis
- System Troubleshooting
- Issue Research
Certification
- Certified Marketing Cloud Email Specialist
- Certified Marketing Cloud Associate
- Certified Marketing Cloud Administrator
- Certified Marketing Cloud Developer
- Non-Dev to Dev Program Certificate
- Triple Star Ranger
Timeline
Proactive Monitoring Engineer
Salesforce
01.2022 - 08.2022
Technical Support Engineer
Salesforce
08.2021 - Current
Program Operations Manager
Eskenazi Health
06.2019 - 10.2021
Program Coordinator
Eskenazi Health
04.2018 - 05.2019
Master of Health Administration -
Indiana University - Purdue University Indianapolis
Bachelor of Arts - Community Health
Indiana University Bloomington