Amanda Gideon-Friend

Experience

• 

  STAR Framing

  Jul 2000 - Jul 2003

  Office Assistant

  This position was an Office Assistant and the duties required were: answering phones, company deposits, paying company bills, matching invoices, filing, typing, and payroll processing (QuickBooks). There was extensive communication required between customers and staff which were provided in a pleasant environment

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  S&R Framing

  Jul 2003 - Jun 2006

  Office Assistant

  As an Office Assistant, duties included: answering phones, company deposits, paying company bills, matching invoices, filing, typing, and payroll processing (QuickBooks). This position was a part of preparation for the knowledge of office operations and customer relations. This environment elicited great communication and amiable interactions between customers and staff members.

• 

  Thompson Engineering

  Jan 2006 - Jan 2013

  Training and Support Representative

  The duties of this position included: customer data collection on nurse call (Rauland Responder IV and Responder 5) (Kaiser Anaheim, Kaiser Fontana, Kaiser Riverside, Kaiser Moreno Valley, Eisenhower Medical Center, San Gorgonio Memorial Hospital, Loma Linda Murrieta, Community Hospital of San Bernardino), intercom (Rauland Telecenter ICS, Telecenter 6 and Telecenter U), and phone systems (eOn and Cisco) (Corona Norco Unified School District and 7 sites, as well as several other school districts and school sites), programmed intercom systems, provided programming and installation team with customer requirements for system programming, customer review of prints, product placement and products purchased (Nursing Directors and/or Nursing Managers), creation of customized training material and staff training (sites listed above), customer follow ups to solve any outstanding issues, backup for customer service dispatch desk, customer price quotes (Foundation), coordinated job site technician services, filing and file clean up, responsible for confidential customer records and updating internal customer databases (Foundation and Excel), assisted Customer Service Manager with assessing client needs and facilitating on site visits. I acquired product certifications for Responder IV and Responder 5 Nurse Call Systems. This position required training others to use call systems installed in facilities. This position utilized essential time management skills and speaking skills that attended to the needs of others. There were numerous collaborations with customers and pleasant interactions that merited positive customer feedback. Show less

• 

  Esri

  May 2014 - now

  Work with various teams since the 2014 Salesforce launch in technical support to configure layouts and vital Salesforce tools for the Esri Reception, Customer Service, and Technical Support AnalystSalesforce Trailhead training to achieve Salesforce Admin Certification and badges related to creating custom objects, custom fields, custom detail page link, compact layouts, mobile app, assigning page profiles and user role profiles. Routinely participate with design, implementation, and testing of newly implemented internal and customer facing software and merge initiatives. (Salesforce, CTI UDT routing).Attend Grooming, Stakeholder, and Requirements gathering meetings, define technical business requirements, provide user story analysis and assessment, Utilize TargetProcess. Practice and carry out Scrum and Agile processes for software development, write test cases, validate test cases in QA, STG and UAT, validate post deploy releases, document workflow changes. Participated in several IST projects including but not limited to Skype migration, Phone to Case hold application, GE Form depreciation, IST Computer Telephony Integration Server Replacement and Migration, Workspace – UDT replacement, Genesys Voice Portal (IVR) re-design. Volume analysis conducted using interactive insights and excel formulas for volume, productivity analysis etc. Create Salesforce CRM’s for system application compliance issues and enhancements. Attend meetings with Esri IST and IST vendors to provide technical requirements. Work closely with IST and Technical Support to refine and test requirements for Salesforce, SAP, and CTI UDT routing. Work with Directors and managers of various departments on a project related to Esri product trials. Organize and coordinate various internal projects. Document reception and support services workflows, enhancements, and technical issues which involves authoring, testing, consulting, and technical editing. Show less

  • CRM Operations Analyst

    Nov 2019 - now

  • ER

    May 2014 - Nov 2019