Summary
Overview
Work History
Education
Skills
References
Timeline
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Shawn Burak

Tamarac,FL

Summary

Seasoned Onboarding Manager for Biotrack Alleaves, expert in software and hardware implementation, with proven success in managing end-to-end client solutions and leading onboarding processes. Strong communication skills and confidence. Multi-task extremely effectively, all while managing the team with utmost leadership qualities and practices. Going above and beyond to solve complex problems, and leave the people I encounter in a better position than before, is my goal.

Overview

6
6
years of professional experience

Work History

Onboarding Manager

BioTrack Alleaves
11.2023 - Current
  • Direct supervisor of the Onboarding Department – overseeing and directing four colleagues who report to me.
  • Assign incoming accounts from the Sales team to the respective onboarding and training agents.
  • Create, manage, and update shared documents among the onboarding and training team.
  • Point of escalation.
  • Departmental collaboration (Q/A, Dev, Support, Triage).
  • Lead necessary and required meetings within the company, including higher-level executives, to discuss current workflow, bottlenecks, and the progressive nature.
  • Understanding of SSO solutions and integration with third-party applications and services.

Onboarding Specialist

BioTrack Alleaves
04.2019 - 11.2023
  • Served as the primary point of contact for the onboarding department, managing between 50 and 100 accounts.
  • Planned, coordinated, and managed the onboarding process for new clients (phone-based and email).
  • Performed remote software installations on Windows-based server computers and terminals, including port forwarding, network configurations, hardware (peripherals), and data migrations.
  • Complete understanding of peripheral installation and troubleshooting, including driver installs, configuring equipment for Point-of-Sale, and other modules on both Windows and MacOS devices.
  • Extensive knowledge of government traceability and commercial-side cannabis software.
  • Led onboarding and customer service training for eight new hires.
  • Leveraged in-depth knowledge of AWS cloud infrastructure to educate clients on benefits, features, and implementation processes - upsell opportunities.
  • Documented and resolved cases, with detailed case notes.
  • Assisted the tech support team with closing tickets when experiencing a heavy backlog.

Education

Bachelor of Science - Information Technology

Florida State University
Tallahassee, FL

Skills

  • Technical expertise and documentation
  • Hardware and software installations
  • IT troubleshooting - software and networking systems
  • Security protocols
  • Slack, Google Workspace, Salesforce, and Okta
  • Software development lifecycle
  • Excellent customer service skills
  • Strong organization and planning skills
  • Cross-functional coordination

References

References available upon request.

Timeline

Onboarding Manager

BioTrack Alleaves
11.2023 - Current

Onboarding Specialist

BioTrack Alleaves
04.2019 - 11.2023

Bachelor of Science - Information Technology

Florida State University

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Shawn Burak