Open to opportunities

Danielle Wright

@daniellewright

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IT Support Professional with 5+ years in application support.

United States

Message

What I'm looking for

I am seeking a role that values collaboration and offers opportunities for growth in IT support.

I am an IT Support Professional with over 5 years of experience specializing in product and application support, particularly within SaaS platforms. My expertise lies in delivering concierge-level customer engagement and troubleshooting through various channels, including live chat, email, and remote sessions. I pride myself on being a strong cross-functional collaborator, dedicated to resolving user issues efficiently while contributing to knowledge base improvements and achieving high-quality, KPI-driven results.

Throughout my career, I have worked with notable organizations such as Utopia Global Services & Solutions and Kroll, where I provided Tier I/II support for platforms like Microsoft 365 and SharePoint. My proactive approach has enabled me to enhance user experiences and platform reliability through effective problem-solving and collaboration with internal teams. I have also designed and implemented online training curricula, showcasing my commitment to continuous learning and operational excellence.

In addition to my technical skills, I am adept at creating and maintaining documentation to support operational workflows and training materials. I am passionate about leveraging my skills in customer service and technical support to drive user satisfaction and contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Current

Application Support Analyst

Current

Utopia Global Services & Solutions

Jan 2018 - Present (7 years 6 months)

Provided Tier I/II support for Microsoft 365, SharePoint, and RHEL, engaging with customers through chat, email, and virtual meetings to deliver timely solutions aligned with SLA and KPI targets. Collaborated with cross-functional teams to troubleshoot and resolve complex product support issues, improving user experience and platform reliability.

SharePoint)RHEL SLA KPIs Shell Scripting Thinkific Technical Documentation

IT Application Support Analyst

Kroll

Jan 2017 - Dec 2018 (1 year 11 months)

Delivered Tier I/II support for users via remote tools, email, and live chat, identifying and escalating recurring end-user issues within the application/platform during UAT and production support. Managed tickets using Zendesk and Jira, consistently meeting SLA goals, and provided Salesforce administration support including troubleshooting, reporting, and credential assignments.

TeamViewer Zendesk Jira Salesforce Administration SQL Queries Technical Documentation UAT Production Support Tickets

Help Desk and Web Services Support Specialist

CUNA

Jan 2014 - Dec 2017 (3 years 11 months)

Supported over 100,000 clients and members via Tier I/II help desk, troubleshooting and resolving technical issues through ServiceNow and Spiceworks. Served as Ektron CMS SME, managing content lifecycle and admin responsibilities, and managed SharePoint environments by creating sites, assigning permissions, and resolving access issues.

ServiceNow Spiceworks Ektron CMS SharePoint)Help Desk Technical Support Documentation

Office Clerk

Department of Defense, Pentagon Library

Jan 2000 - Dec 2004 (4 years 11 months)

Provided customer and technical support for military and civilian personnel, executing basic queries and producing requested reports. Assisted users with Microsoft Office tools and conducted document research.

Customer Support Technical Support Microsoft Office Reporting