NAYOVI LEON
Phoenix
Summary
Dynamic Technical Support Professional with over 8 years of experience in enterprise software, specializing in technical support and customer service. Proven expertise in monitoring, recording, and responding to support requests, troubleshooting technical issues, and executing basic configuration and setup of applications. Strong communicator with exceptional critical thinking and problem-solving skills, proficient in creating and maintaining end-user documentation and ensuring data integrity.
Overview
7
7
years of professional experience
Work History
Application Analyst
BeyondTrust
08.2024 - Current
- Resolved over 450 incidents in ServiceNow, ensuring stability of Salesforce Lightning.
- Supported go-live and hypercare phases of Lead-to-Order implementation, addressing nearly 500 incidents within first week as a team.
- Triaged and routed Salesforce-related incidents through established intake flows, escalating critical issues via Jira.
- Maintained clear communication across Teams channels to enhance coordination and visibility on escalated items.
SERVICE DESK TEAM LEAD
loanDepot
Scottsdale
09.2020 - 08.2024
- Led and managed Service Desk team of 15 analysts, driving strategic initiatives and best practices.
- Utilized ServiceNow to document incident solutions, promoting knowledge sharing and team efficiency.
- Collaborated cross-functionally with system administrators, network engineers, and software developers to resolve complex technical issues.
- Developed and delivered training programs on application processes, security protocols, and customer service standards for 13 new hires.
SENIOR CUSTOMER SUPPORT SPECIALIST
Salucro Healthcare
Scottsdale
11.2019 - 07.2020
- Resolved complex technical issues, managing 50 to 100 cases daily while boosting customer satisfaction by 35%.
- Monitored user requests, conducted initial analyses, and routed issues to relevant technical teams.
- Developed comprehensive end-user documentation, including guides and policies, ensuring clarity for all users.
SALESFORCE SYSTEM ADMINISTRATOR
Perma-Seal Basement Systems
Burr Ridge
04.2018 - 09.2019
- Delivered first-line support for over 30 Salesforce users, efficiently managing Tier 1 help desk requests. Triaged Tier 2 and Tier 3 support tickets to ensure timely resolution of issues.
- Managed user roles, profiles, permission sets, groups, and hierarchies to enhance access control.
- Developed customized reports and dashboards to fulfill business requirements.
Engineering Administrative Assistant
L&J Technologies
Hillside
07.2018 - 03.2019
- Interacted with vendors, contractors, and professional services personnel to receive orders, in response to client manufacturing manual requests with Mechanical/Electrical Engineers.
- Collaborated with 10+ Sales Application Engineers to improve and implement manuals and boost sales.
- Collaborated with vendors and contractors to manage orders and support client requests. Developed over 100 corporate documents and contributed to 20 company initiatives, improving processes and sales.
Education
Bachelor of Science - Management of Cyber and Information Technology
Capitol Technology University
Laurel, MD05.2017
Skills
- Salesforce Lightning
- ServiceNow expertise
- Critical thinking and problem solving
- Team leadership and collaboration
- Customer account management
- Remote support software proficiency
- Technical data analysis and incident management
- Jira management
- Microsoft Azure expertise
Languages
Spanish
Native/ Bilingual
Timeline
Application Analyst
BeyondTrust
08.2024 - Current
SERVICE DESK TEAM LEAD
loanDepot
09.2020 - 08.2024
SENIOR CUSTOMER SUPPORT SPECIALIST
Salucro Healthcare
11.2019 - 07.2020
Engineering Administrative Assistant
L&J Technologies
07.2018 - 03.2019
SALESFORCE SYSTEM ADMINISTRATOR
Perma-Seal Basement Systems
04.2018 - 09.2019
Bachelor of Science - Management of Cyber and Information Technology
Capitol Technology University
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