Clariza Delgado
Sawgrass Technologies
WI
8
years of professional experience
I am a dedicated technical support and operations professional with a passion for solving complex problems, improving processes, and helping customers and teams succeed. My career has evolved from customer-focused leadership roles into technical support and IT, where I specialize in troubleshooting, documentation, process improvement, and cross-functional collaboration.
As a Solutions Technologist Supervisor, I lead technical support initiatives, manage workflows, mentor team members, and partner with product development to identify issues and enhance the customer experience. With a background in IT support and operations leadership, I bring a strong ability to improve processes, coach teams, and deliver effective solutions in fast-paced environments.
Work History
Solutions Technologist Supervisor
1 Year 10 Months- Delivered first-line technical support for Sawgrass Print Utility and MySawgrass, addressing installation, login issues, print errors, and performance challenges.
- Diagnosed and resolved common troubleshooting scenarios, focusing on connectivity issues, print errors, and software crashes to enhance user experience.
- Coordinated and prioritized ticket submissions to facilitate effective support and expedite resolution progression.
- Analyzed and documented user context, effectively escalating complex cases to product development team to drive timely and effective resolutions.
- Authored in-depth documentation addressing software installation, network printing challenges, service code resolutions, and workflow optimization to streamline user support processes.
- Provided technical guidance and troubleshooting support to enhance dealer and partner operations.
- Collaborated with customers and product development team to recommend UX improvements and feature refinements based on support data analysis.
- Identified and tracked recurring customer issues, providing detailed documentation of resolutions and alternative solutions.
IT Support Assistant
1 Year 2 Months- Coordinated onboarding processes by delivering necessary technical support for hardware and software configurations.
- Administered system access for newly onboarded employees to ensure operational readiness.
- Implemented setup and configuration of computer hardware and software systems to enhance operational efficiency.
- Oversaw clerical operations, facilitating accurate data entry processes. Managed record keeping systems to enhance organizational efficiency. Led initiatives to address and resolve client inquiries promptly.
- Facilitated effective scheduling of staff appointments, ensuring optimal time management and operational flow.
- Coordinated and maintained organized scheduling of conference bookings to support operational efficiency.
- Coordinated timely handling and distribution of faxes and mail, enhancing operational efficiency.
- Provided technical support for hardware and software issues, enhancing user experience and operational efficiency.
Operations Team Leader
2 Years- Assessed daily production data to uncover improvement opportunities and presented insights to management.
- Engaged with customers to clarify needs, evaluate options, and provide tailored product service recommendations.
- Achieved improved team productivity by optimizing daily task scheduling for members. Advanced team capabilities through effective training and development efforts.
- Provided expert guidance and support to associates, fostering skill development and adherence to call center operational standards.
- Guided team members in elevating service levels and productivity by exemplifying correct behaviors and delivering effective coaching.
- Oversaw teams of up to 40 personnel. Conducted team meetings to relay important updates and development training. Managed escalated customer service issues to safeguard client revenue streams.
Front Desk Manager
3 Years 1 Month- Actively engaged with guests to understand and fulfill their specific requirements.
- Achieved a high level of guest satisfaction by effectively managing hotel accommodation tracking. Enhanced registration efficiency through diligent management of hotel accommodation processes. Boosted guest experience by successfully managing hotel accommodations and registration systems.
- Resolved customer inquiries swiftly, enhancing satisfaction. Fostered collaboration with various departments to streamline service delivery.
- Oversaw guest check-in and check-out processes for both individual and group reservations. Coordinated reservation cancellations and payment transactions. Executed post-credit adjustments and reconciliations. Generated daily housekeeping reports utilizing property management software.
- Identified and addressed rate variances through diligent credit report analysis. Optimized daily house count management to enhance overall performance.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Education
Associate of Applied Science - Computer And Information Sciences
Bachelor of Science - Cybersecurity
Skills
IT troubleshooting
Equipment Setup and Maintenance
Quality control and assurance
Customer relations
Troubleshooting skills
Team Collaboration
Research and Product Testing
Account Management
Solarwinds
CRM Software (Litify
Zendesk
Salesforce
Fosse)
Onboarding and Offboarding
Software testing
Timeline
Solutions Technologist Supervisor
Sawgrass Technologies
09.2024 - CurrentRead More
IT Support Assistant
Poulin Willey Anastopoulo
07.2023 - 09.2024Read More
Operations Team Leader
Telus International
07.2021 - 07.2023Read More
Front Desk Manager
Courtyard by Marriott
06.2018 - 07.2021Read More
Western Governors University
Bachelor of Science from Cybersecurity
Read More
ECPI University
Associate of Applied Science from Computer And Information Sciences
Read More