Shea Lyons
Beaverton,OR
Summary
Dynamic Senior Support Services Analyst with over 10 years of experience leading technical support teams and optimizing complex enterprise application software. Recognized for expert troubleshooting of complex connectivity, web browser, and technical issues within high-volume environments under strict SLA guidelines. Trusted team mentor who successfully onboards new hires and bridges the gap between customer support users and high-tier engineering teams. Proven specialist in Splunk log analytics, incident management, and ensuring total data security compliance across HIPAA, CJIS, and SOC standards.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Fiduciary Trustee Administrator
Private Trust
01.2024 - 2026
- - Managed trust and estate administration as a legal fiduciary, overseeing accounting, tax coordination, and financial reconciliation
- - Led end-to-end estate settlement, including real property transactions, coordinated with CPAs, attorneys, courts, and beneficiaries to ensure compliance and accurate execution of estate activities
Senior Support Engineer
Salesforce
01.2015 - 01.2024
- - Served as a senior technical resource for high-value enterprise accounts and strategic initiatives, partnering with global customers on complex security, compliance, and platform challenges
- - Led support for enterprise customers including Google, Apple, and Columbia Sportswear, resolving complex issues involving platform encryption, key management, and secure data access in large-scale environments
- - Played a key role in global multi-factor authentication (MFA) rollout, supporting configuration, troubleshooting, and adoption across enterprise customers and integrations while ensuring PCI compliance
- - Advised administrators, architects, and account teams on Salesforce security architecture (roles, profiles, permission sets) and best practices to support SOC audits and enterprise compliance requirements
- - Served as multi-project SME for compliance initiatives, supporting SOC and SOX documentation while developing standardized operating procedures (SOPs) adopted across global teams
- - Led OFAC and audit readiness efforts in partnership with legal and compliance teams, supporting regulatory requirements, legal holds and screening processes, and accurate case documentation
- - Investigated and resolved complex technical issues across encryption, backups, data imports, workflows, and core platform functionality while consistently meeting SLA and customer satisfaction targets
- - Collaborated directly with R&D teams to identify, document, and escalate product defects, including logging bugs and creating known issues to improve platform stability and reliability
- - Acted as swarm lead via Slack, triaging real-time escalations, coordinating cross-functional response, and driving resolution of high-priority enterprise incidents
- - Mentored and onboarded 10+ engineers, reducing ramp time by 35% through structured training, coaching, and knowledge transfer
Background Screener Investigator
EID Passport
01.2013 - 01.2014
- - Conducted background checks and investigations in compliance with regulatory requirements
- - Identified, documented, and reported civilian background issues, coordinating with external agencies
- - Managed case workloads and maintained service quality through accurate and timely processing
Application Support Engineer
Raytheon (Customer: Microsoft)
01.2011 - 01.2012
- - Selected as a v8 pre-release inspector, supporting validation of upcoming releases
- - Supported pre-release environments through system validation, log analysis, and defect identification
- - Partnered with stakeholders to improve release readiness through testing, monitoring and reporting
- - Served as escalation point for high-priority issues, coordinating investigation and resolution across teams
SAP Super User
SAP Business Operations
01.2005 - 01.2010
- - Served as leadership subject matter expert supporting business operations and sales workflows
- - Developed dashboards and delivered weekly reports to stakeholders, providing trend analysis to support data driven decision making
- - Trained worldwide sales teams on SAP tools and processes, increasing adoption and data accuracy
Account Executive
Insight
01.2002 - 01.2005
- - Managed customer accounts for hardware and software procurement and order fulfillment, including enterprise clients such as MGM and Autodesk
- - Negotiated vendor pricing and deal terms to support sales cycles and deliver competitive hardware and software solutions
- - Developed strong client relationships that supported repeat business and long-term account growth
- - Coordinated cross-functional activities to ensure smooth order processing, timely delivery, and successful high-priority implementations
Acquisitions & Integrations Auditor/Trainer
Apria Healthcare
01.1997 - 01.2002
- - Led pre-acquisition due diligence audits across sites to evaluate financial, operational, and compliance readiness
- - Audited billing and coding processes across sites to ensure Medicare and regulatory compliance, and delivered financial analysis reports used in pre-acquisition valuation
- - Partnered closely with legal teams to support acquisition due diligence and regulatory alignment
- - Led integration efforts across 50+ acquired sites annually, supporting operational readiness and billing process standardization
- - Developed and delivered weekly dashboards and reports to track acquisition progress and site performance
- - Trained newly acquired employees on systems, processes, and compliance requirements to support successful onboarding
- - Traveled nationally to audit sites, support integrations, and delivered in-person training
Education
B.S. - Business Administration
University of Phoenix
Skills
- Senior IT Leader: Over 10 years of experience supporting complex application software and EHR systems
- Technical Problem Solver: Proven track record of resolving advanced connectivity and web browser issues
- Team Mentor: Skilled at training new hires and guiding junior staff through help desk tasks
- Support Liaison: Dedicated to bridging the gap between clinical users and high-tier IT engineering teams
- Compliance SME: Expert in data encryption, HIPAA, OFAC, CJIS, and SOC audit readiness
- Analytics Expert: Proficient in Splunk log analysis, custom reporting, and building user dashboards
- Client-Facing Support: Focused on rapid customer issue resolution and stakeholder enablement
- Process Improvement: Experienced in data analysis, operational workflow improvement, and cross-functional collaboration
- Enterprise Software: Advanced user of Salesforce, SAP, Jira, Confluence, and Remedy tools
- Collaboration Tools: Fluent in Slack, Microsoft Teams, Zoom, and the full Google Workspace
- SLA Enforcement: Dedicated to meeting strict deadlines while protecting highly sensitive data
Certification
- Salesforce Certified Advanced Administrator | Certified App Builder
- Healthcare CPR/AED/First Aid Provider | HIPAA Certified
- Certified Criminal Justice Information Services (CJIS)
Timeline
Fiduciary Trustee Administrator
Private Trust
01.2024 - 2026
Senior Support Engineer
Salesforce
01.2015 - 01.2024
Background Screener Investigator
EID Passport
01.2013 - 01.2014
Application Support Engineer
Raytheon (Customer: Microsoft)
01.2011 - 01.2012
SAP Super User
SAP Business Operations
01.2005 - 01.2010
Account Executive
Insight
01.2002 - 01.2005
Acquisitions & Integrations Auditor/Trainer
Apria Healthcare
01.1997 - 01.2002
B.S. - Business Administration
University of Phoenix