Marie Heath

Act as the front-line operations support for customer environments within a data center infrastructure setting Manage end-to-end ticket lifecycle in ServiceNow, including intake, classification, escalation, and resolution tracking Perform customer authentication and enforce security protocols to protect access to critical infrastructure Facilitate service requests such as remote hands, access provisioning, and infrastructure support by coordinating with engineering and operations teams Monitor system alerts, customer inquiries, and ticket queues to identify issues and ensure SLA compliance Provide technical support for connectivity, access, and basic infrastructure-related inquiries

Operational Leadership & QA: Orchestrate audits within an elite 4-person leadership unit, analyzing transfer data and troubleshooting gaps to eliminate service bottlenecks and reduce escalation overhead. Technical Engineering: Resolve mission-critical Tier 2 connectivity issues, specializing in ONT/router architecture, LTE signal optimization, and Static IP provisioning for enterprise-level accounts. Systems Administration & IAM: Manage complex infrastructure configurations and Identity Access Management (IAM), including port forwarding and Active Directory permission governance. Strategic Service Recovery: Spearhead 'Review Recovery' initiatives for small business clients; perform comprehensive root-cause analysis (RCA) to mitigate technical detractors and secure account retention. Process Architecture: Author authoritative technical documentation and knowledge-base (KB) guides, driving a 20% increase in departmental efficiency and significantly reducing ticket lifecycles. Performance Excellence: Sustain elite multi-channel KPIs with a sub-2-minute response threshold while simultaneously upskilling new hires to ensure team-wide technical proficiency.

SaaS Infrastructure Administration: Orchestrated high-volume technical operations within the Five9 cloud ecosystem, managing system stability and cross-platform performance across distributed enterprise Windows and macOS environments. Security & Data Governance: Managed sensitive federal account infrastructure and identity verification protocols, ensuring 100% adherence to rigorous government security frameworks and PII data privacy standards. Technical Enablement & Consulting: Architected advanced technical walkthroughs and systems training for business stakeholders to optimize engagement with internal web portals and complex SaaS application tracking systems. Advanced IAM Troubleshooting: Diagnosed and mitigated high-priority technical hurdles, specializing in Identity Access Management (IAM), browser compatibility, and digital workflow automation to maximize system uptime. Systems Engineering Training: Delivered specialized one-on-one technical training on system architecture and enterprise security protocols, effectively reducing support friction and increasing user autonomy. Operational Analytics & Telemetry: Analyzed complex technical telemetry and ticket data to identify systemic trends, delivering actionable insights to engineering teams to drive continuous infrastructure improvements.

Infrastructure Integrity & Data Governance: Managed enterprise-level account infrastructure and identity authentication protocols, ensuring 100% adherence to stringent corporate security and PII (Personally Identifiable Information) privacy frameworks. High-Velocity Technical Operations: Orchestrated the resolution of 100+ complex technical account disruptions daily, maintaining elite First-Call Resolution (FCR) metrics within a high-pressure, SLA-driven environment. Cross-Functional Engineering Collaboration: Served as the primary liaison for critical service escalations, collaborating directly with Tier 2 engineering teams to perform rapid diagnostics and ensure the restoration of mission-critical services. Service Recovery & Quality Assurance: De-escalated high-priority technical service failures with professional authority, consistently surpassing internal Quality Assurance (QA) benchmarks and operational performance standards.

Application Utilization: Leveraged proprietary company applications to evaluate regional property data, facilitating high-stakes business decisions for a real estate start-up. Data Analysis: Gathered and audited complex inquiry requirements, organizing data within enterprise spreadsheets to identify high-value leads and market opportunities. Strategic Lead Generation: Surveyed target areas to collect and verify reliable data points, directly impacting the company’s outreach and sales proposition success rates.