Tamarie Greer

Experience

• 

  Teleperformance, USA

  May 2010 - Aug 2011

  IT Desk Agent

  • Troubleshoot phone, Internet, and television. • Worked with several different troubleshooting tools.• Resolved issues with company provided hardware and software.• Provided highest level of customer service.

• 

  Olive Garden

  Aug 2011 - Aug 2014

  Lead Bartender/ Server

  • Documentation of alcohol sales in compliance with Utah law.• Assist guests through their dining experience by way of order taking and entry of those orders into the P.O.S. system. • Responsible for the ongoing coaching and evaluation of trainee performance and progress. Provide feedback to management in order to assess overall capacity to perform.• Inventory Management.• Managed multiple tasks simultaneously.

• 

  Gateway Academy

  Jul 2014 - Jan 2016

  Residential Supervisor

  • Behavioral management for adolescent boys, and work as an advocate providing support on an individual basis.• Ensure safety of staff and students at all times through the Aegis system certification.• Attend weekly treatment management with therapists for students’ feedback, progress, and interventions.• Acting Medical Liaison. • Responsible for continuous staff training.• Consistent detailed documentation.

• 

  EBay

  Mar 2018 - Dec 2021

  • Proactive monitoring of Customer Experience tools & Site, proactively identifying incidents, drive proactive monitoring & alerting with engineering teams• Take actions on Applications & Infrastructure with Critical Alerts• Handle critical issues that come into the Command Center including hands on troubleshooting• Work with global Product Development Teams and Site Operations to resolve P1 issues• Communication of high impact / mission critical issues to Teammate & Executive Communications• Drive DR & BCP scenarios end to end• Drive quick restore on bridge engaging technical teams• Drive postmortems & After Action Reviews for Incidents• Drive Ops KPIs• Subject matter expertise in Payment Services, Account Management, Business Development, Work Force Management, Customer Service, Contact management (cases, routing, workflow). • Address site issues and determine site bugs• Attend CAB (Change Advisory Board) as a liaison between product developers and internal and external stakeholders.• Guide departments through the change process by communicating potential impact to the various lines of business. Show less • Monitor account generation and verify all back end data feeds.• Monitor and report system failures and follow up with a permanent resolution. • Make sure Local IT has the material needed to assist new hires in setting up hardware as well as helpful tools for their future employment.• Maintained a 98% monthly success rate for Onboarding globally.• Work closely with HR and upper management addressing onboarding issues• Troubleshoot any technical issues during the onboarding process, and provide ongoing support as needed.• Design and Implement new processes that improve the day one new hire experience.• Managed a system roll out for the team. This included managing UAT on an individual level and following up with developers and upper management with failed tests and defects. Monitor the launch of the new system in real time, insuring a smooth roll out as well as support from an Operations admin level. Show less

  • Incident Response Engineer

    Apr 2019 - Dec 2021

  • Global Onboarding Program Coordinator / IT Operations Admin

    May 2016 - Mar 2019

  • I.T. Business Analyst

    Mar 2018 - Feb 2019
• 

  Salsify

  Dec 2021 - now

  Support Activation Expert Engineer

  • Maintains a high level of tier 4 ticket handling while working through ambiguity, risk, uncertainty, and complexity• When necessary/requested, can provide trend analysis regarding owned feature area at a functionality-wide level or customer-specific deep dive• Actively participates in Incident Management, Medic, and Triage processes as per the Salsify Platform Issue Response Guide• Represents Support in Feature Release conversations, Post Mortems, and R&D Discovery sessions• Manages communication to our most sensitive and escalated customers• Engages in strategic, high-level conversations with Premium customers through scheduled Expert Calls• Swarms with Support Engineers when needed to facilitate learning and troubleshooting• Creates and runs Training/Coaching sessions with Support Engineers• Helps to grow the teams' knowledge in a scalable and sustainable way by working with internal resources to ensure knowledge gaps are filled across the team• Plays an active role in professional development; Able to give/receive constructive feedback Show less