Senior Application Support Engineer II                                                                                        2012 – Present

Shutterfly/Lifetouch – Eden Prairie, MN (Remote)                                 

Author, implement, and maintain comprehensive Standard Operating Procedures (SOPs) and supporting documentation, successfully rolling out technical resources to internal stakeholders, resulting in streamlined operations and consistency.

Technical Mastery & Collaborative Innovation

• Expertly manage and resolve incoming technical issues across multiple channels, including email, phone, and ServiceNow – ensuring prompt and effective resolution while maintaining high customer satisfaction levels.

• Collaborate closely with developers to refine application design and functionality, rigorously conduct quality testing, and oversee seamless deployment – driving enhanced application performance and user adoption.

Process Innovation, Proactive Issue Resolution, and Root Cause Analysis (RCA)

• Pioneer in the development of the issue management processes, followed by the training of peers, thereby elevating the team’s overall capability to efficiently handle complex technical challenges with precision and efficiency.

• Diligently monitor company applications and problem-tracking systems, proactively participating in all-hands swarms as necessary to effectively resolve critical issues quickly and prevent possible service disruptions.

• Conduct in-depth root cause analysis for incidents and problems, ensuring that the underlying causes are addressed, and appropriate corrective actions are taken. Document findings and provide recommendations for improvements.

Accomplishments:

• Reduced daily failed orders from hundreds to fewer than 10 by designing and implementing a comprehensive tracking and repair tool, spearheaded creation of a robust spreadsheet documentation system, and collaborated with developers to design a scalable web-based solution, significantly enhancing operational efficiency.

• Streamlined troubleshooting/training processes by creating 80+ standardized and searchable technical documents, enabling level one techs to resolve issues independently and reducing the need for development team support.

Regional Operations Coordinator                                                                                                         2005 – 2012

Lifetouch – Eden Prairie, MN (Remote)                                                       

Administered a company-wide scheduling program, ensuring seamless coordination across departments, optimizing resource allocation, and minimizing scheduling conflicts. Provided expert-level technical support for a diverse range of local and web-based proprietary software, resolving issues and ensuring consistent system performance for end-users.

Empowering Training & Streamlined Project Management

• Delivered comprehensive operational training and technical support both remotely and on-site, empowering end-users with the skills and knowledge to optimize system usage and troubleshoot issues independently.

• Conceptualized, developed, and launched a Work In Progress tracking system, streamlining project management processes and enhancing visibility into ongoing tasks, which led to improved productivity and accountability.

Innovative System Optimization & Centralization

• Spearheaded the design and deployment of a cost-efficient Remote Desktop solution, enabling secure and seamless CRM access for remote employees; centralized the system, significantly reducing the need for around 10 individual servers and minimizing staffing requirements, while enhancing system maintainability and scalability.

• Created and deployed the company’s first centralized online scheduling system, streamlining the scheduling process for school photo days, significantly reducing office visits for sales and photography teams, and minimizing conflicts.

Apple Technician & Customer Support                                                                                               2003 – 2005

Reliable Computers and Consulting – Rockport, ME

Utilized expertise in Customer Support as well as Apple Professional Services to deliver enhanced, tailored support – elevating the customer experience while fostering long-term client relationships.

Apple Expertise & Customer-Centric Training Solutions

• Specialized in Apple hardware and software, expertly handling installation, troubleshooting, and technical support to ensure optimal performance and user satisfaction. Consulted on retail sales strategies for both personal and commercial clients, leveraging deep product knowledge to drive sales and meet diverse customer needs.

• Designed and delivered comprehensive training programs, including classes on Apple Basics, Advanced Apple Apps, and customized one-on-one sessions, empowering users to maximize their use of Apple technology.

Additional Experience:

Lead Designer – Coastal Publications

• Designed and pre-flighted multiple weekly advertising flyers and books, ensuring visually compelling layouts.

• Established, designed, and coded websites (HTML, CSS, PHP, SQL), seamlessly integrating modern web designs.

• Provided leadership for the support/maintenance of onsite computers, printers, servers, and network systems.

• Streamlined advertising booklet updates by collaborating with developers to implement an automated data populating utility, reducing workforce by 50% and reallocating resources to enhance creative design initiatives.