Sonia K.

Experience

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  Western Wyoming Community College

  Sept 2007 - Feb 2008

  Customer Service Representative

  • Filed, sorted, and kept the office and files organized• Was proficient in Microsoft Office • Provided entry and database for teachers of various classes• Answered phone calls, to ensure that teachers, students, or anybody receive the information or services needed

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  University of Wyoming

  Sept 2010 - Feb 2011

  IT Technician Assistant

  • Streamlined office operations and file management, significantly improving organizational efficiency and data retrieval processes.• Delivered comprehensive hardware support and software maintenance, resulting in a reduction in system downtime and improved user satisfaction.• Spearheaded the deployment of enterprise operating systems and managed vendor relations, ensuring seamless integration and consistent IT support.• Implemented a robust inventory and client support protocol, enhancing the quality of IT services and ensuring timely fulfillment of technology needs.• Acted as a liaison to IT Maintenance for major vendors like Dell, HP, Apple, and others. Show less

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  Utah Valley University

  Jan 2012 - Dec 2017

  WISTEM Ambassador (Women In Science, Technology, Engineering, and Mathematics)

  Women in STEM Ambassadors is an Utah Valley University outreach, dedicated to inspiring teens about the potential of exciting majors at UVU. We are women with the passion to empower young girls and women to see the potential of Science, Tech, Engineering and Math, and how it can improve communities and families! WISTEM expands your view of opportunities to further your education and career in STEM fields. WISTEM creates an academic mentorship that extends from junior high through college, which provides tools, resources, and options that will make a better world. Some of the tasks we were involved with included but were not limited to:• Organized and coordinated STEM-focused conferences throughout the academic year to inspire female participation in STEM fields.• Mentored high school and junior high female students, fostering interest in STEM careers and academic pathways.• Promoted enrollment of girls in STEM majors through outreach, advocacy, and hands-on engagement initiatives.• Partnered with local companies to support program goals and secure resources for events and mentoring efforts.• Advocated for gender diversity in STEM, contributing to institutional efforts to increase female representation in science and technology disciplines. Show less

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  Intermountain Healthcare

  Nov 2013 - Mar 2014

  IS&T Project Management Operator

  This position focuses the majority of their time producing analytical solutions (reports, dashboards, tools, etc.) for leadership and stakeholders across the organization that supports business or clinical initiatives. This position provides consultation and support in the development, analysis, interpretation, and management of a variety of routine to moderately complex data sources to support process improvement, operations, strategy, cost reduction and increased patient safety and satisfaction. It is responsible for providing analytical support - typically at a system-wide level. May work as part of a system-wide team or interact with stakeholders across the system. The tasks include:• Orchestrated the identification and documentation of project requirements, ensuring alignment with strategic IT and IS objectives.• Masterminded the creation of comprehensive project plans, including task estimation and sequencing, streamlining project execution, enhancing team productivity, and providing efficient workflow management.• Facilitated key project checkpoint meetings and maintained robust communication channels with stakeholders, driving project transparency and stakeholder engagement.• Administrated financial planning and oversight, including budgeting and expense tracking, to ensure projects adhered to financial constraints and delivered value.• Analyzed Intermountain data sources (EDW, ORMIS, AS400, Essbase, Risk Management, etc.) to meet local and enterprise needs. Show less

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  ROI Call Center Solutions

  Mar 2014 - Sept 2016

  Business and Data Analyst/Customer Representative/Translator

  • Played a key role in VISA and Samsung campaigns for French and English customers, enhancing quality assurance outcomes for Samsung Electronics.• Managed communication effectively for telemarketing initiatives, boosting sales results.• Managed customers’ accounts, tracking system, French and English data collection, audits, and business support service for both VISA and Samsung.• Developed a campaign audit tracking system, improving data collection processes.• Initiated and oversaw the translation of survey and administrative documents to French, boosting the VISA’s Canadian customer satisfaction rate to 95%.• Maintained a 98% score on Samsung’s survey quality requirement. Show less

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  Lion Heart Organization

  Mar 2015 - now

  Co-founder and CTO

  Lion Heart is a nonprofit organization providing help and mentoring programs for children in orphanages in the country of Tunisia, and with time will spread to other African's countries. The program forms partnerships with local orphanages, schools, and other organizations. Lion Heart's goal is to come in help to orphans, to foster a commitment to young people that will promote pro-social friendships, strong interpersonal skills, and reassert a sense of hope in the future. Only through personal relationships can a sense of individual responsibility be reestablished that will give youth the commitment to follow through on a path to adulthood with a sense of pride and accomplishment. We strongly believe that is a goal that should be available to everyone even the less fortunate. Lion Heart is about opening our hearts and minds to the extreme suffering and loneliness so many children endure every day, and to provide relief from that suffering wherever possible, bringing them joy, happiness, hope whenever and however we can. Show less

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  CDK Global

  Oct 2016 - Jan 2017

  BA Tech Specialist (Contractor)

  • Provided exceptional customer service by handling inbound calls, troubleshooting software issues, and addressing customer inquiries with high productivity.• Utilized multiple computer applications to respond effectively to customer needs and deliver timely solutions.• Improved customer software experience by offering user-friendly solutions and executing SQL queries, leading to fewer repeat calls• Documented customer interactions in the database, ensuring accurate records of resolutions, issues, and follow-ups.• Escalated complex technical issues to higher-tier teams while maintaining high levels of productivity and performance.• Encouraged teamwork by assisting colleagues and actively engaging in team discussions.• Demonstrated multitasking abilities by listening to customers, navigating software, inputting data, and applying customer satisfaction techniques simultaneously. Show less

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  Oldcastle

  Jan 2017 - Dec 2017

  Client Tech Specialist

  • Acted as an essential IT liaison, enhancing end-user satisfaction through effective desk side and remote technical support assistance to end users during and after regular business hours for emergency support, and in support of special business projects and initiatives.• Overhauled network and software configurations, increasing system uptime and reliability.• Helped resolve a variety of technical issues, improving resolution turnaround.• Identified and implemented system improvements, boosting productivity.• Managed the creation and maintenance of training guides and knowledge-based solutions.• Provided support and assistance for plant process systems including Active Directory, Command, JWS, Citrix, InField, CMMS, Airwatch, Solarwinds, Skylight, HCSS cloud, SecureLink, Onbase, Shoretel, Peak, SAP, Proactis, OKTA, and others as required.• Actively communicated with customers, peers, higher-level teams, and management to ensure timely resolution of issues and status updates.• Contributed to the management of asset inventory, testing and deploying software and patch management, creation and maintenance of training guides, and knowledge base solutions.• Evaluated and implemented new systems that help to increase productivity or enhance overall business operations.• Executed EUC Lifecycle strategy, including, but not limited to image management, client device testing, software deployment, patch and mobility management, and collaboration solutions, increasing productivity and enhancing overall business operations. Show less

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  MasterControl

  Jan 2018 - Jul 2020

  Technical Specialist Engineer

  • Delivered exceptional service to clients by identifying and resolving customer incidents via calls, emails, chats, and ticketing systems, enhancing customer satisfaction and loyalty. • Streamlined incident management processes, improving operational efficiency.• Provided detailed knowledge and guidance to customers regarding software functionality and best practices, increasing their in-house documentation on the software troubleshooting steps. • Led in identifying and replicating software defects, reducing customer-reported issues. • Administered technical training and knowledge transfer for new or complex software products. • Provided customers with root cause analysis and in-depth troubleshooting.• Consistently met and exceeded Service Level Agreements (SLAs) through effective incident management. • Managed software implementations, installations, and upgrades to boost performance and satisfaction. • Supported departmental goals by promoting knowledge-centered support, suggesting improvement, and maintaining/updating detailed reports for customers and internal stakeholders. • Collaborated with Escalation Engineers to resolve critical customer issues efficiently, increasing customer productivity by 87%.• Supported Enterprise Support team members as a backup resource when required. • Handled special projects to support departmental goals and increase customer satisfaction. • Enhanced the quality of the knowledge base using Knowledge-Centered Support (KCS) principles. • Exceeding the company’s expectation of Key Performance Indicators (KPIs) goals.• Delivered great SQL scripting skills on SQL Server Database Architecture, such as Oracle and MS SQL.• Managed and worked and LDAP and Active Directory application processes. • Performed enterprise networking tasks, including servers, topology, and connectivity. Show less

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  Freelance

  Jul 2020 - Sept 2022

  Web Developer

  • Crafted and deployed specialized e-commerce, portfolio, and blogging websites, receiving high client satisfaction. • Applied user experience strategies that increased customer engagement for several clients. • Performed comprehensive quality assurance, reducing post-launch technical issues. • Led the charge in solving complex site bugs, ensuring strong website functionality.

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  ChargePoint

  Sept 2022 - Oct 2023

  Technical Specialist Engineer

  • Improved customer support through solution-focused guidance and resolving in-depth hardware and software problems, achieving high customer satisfaction.• Introduced advanced troubleshooting techniques, reducing resolution times and boosting system reliability. • Conducted thorough testing, leading to improved product quality at launch. • Enhanced service accessibility for Canadian clients by translating technical documents into French.• Contributed to product enhancements by identifying and implementing design improvements, reducing failure rates. • Consistently surpassed company benchmarks for technical expertise and problem-solving abilities.• Managed, trained, and led a small team of newly hired, providing efficient work and reducing possible conflicts.• Maintaining a track record of exceeding client expectations with a satisfaction rate above 95%. Show less