Melina N.

About Melina N.

Okta Certified Professional, Okta Certified Administrator, Windows Server 2012: Installation and Configuration, ShoreTel Sales Cloud Approved (SSCA), Certified Telecommunications Network Specialist, Certified Cable Professional, Certified Telecom Professional

Experience

1. Sr Technical Support Engineer - Workflows Oig

   Okta

   Jan 2020 — Present

   Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.• Collect information and document bugs with Engineering for product issues that are impacting customers. Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets.• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

Skills

• Team Building
• IT Hardware Support
• Networking
• Call Centers
• Direct Sales
• Time Management
• Access
• Customer Experience
• Adobe
• Merchandising
• Telecommunications
• Managed Services
• Unified Communications
• Visual Merchandising
• Big Box
• Wireless
• Computer Hardware Troubleshooting
• Store Management
• Solution Selling
• Voice Over Ip (Voip)
• System Administration
• Account Management
• Microsoft Office
• Sales
• Computers
• Retail
• Small Business
• Customer Satisfaction
• Training
• Coax
• Planograms
• Store Operations
• Customer Service
• Contact Centers
• Inventory Management
• Loss Prevention
• Project Management
• Team Leadership
• Troubleshooting
• Telephone Skills