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Sharla Sakai

@sharlasakai

Technical support engineer at Marketo who contributed to an AI tool pilot and supported customers across phone, chat, and screenshare.

United States

Message

What I'm looking for

I'm looking for new opportunities where I can leverage my creative problem-solving skills, learn quickly, and assist customers over the phone or through screenshares, including with high-priority cases.

At Marketo, An Adobe company, I supported customers by phone, email, chat, and screenshare, and managed support tickets in Salesforce and MS Dynamics.

I escalated cases, submitted bugs through JIRA, participated in quarterly bug testing for new releases, and contributed to an internal Knowledge Base article project. I was also a top contributor for the Glean AI tool pilot program.

Earlier, I supported software and servers at EMS Software, troubleshooting SQL, IIS configuration, CSS, HTML, and XML. I'm looking for new opportunities where I can use my creative problem-solving skills, learn quickly, and assist customers with high-priority cases.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer III

Marketo, An Adobe Company

Jul 2019 - May 2026 (6 years 10 months)

Provided customer-facing phone, email, chat, and screenshare support. Managed support tickets, escalated cases, and contributed to bug testing and knowledge base projects.

Salesforce MS Dynamics Jira Glean Customer Support Troubleshooting Bug Tracking Knowledge Base

Technical Support Specialist

EMS Software

Jul 2016 - Jul 2019 (3 years)

Provided phone and email software and server support. Managed support tickets, performed SQL and IIS troubleshooting, and debugged CSS, HTML, and XML.

Zendesk Salesforce SQL IIS CSS HTML XML Troubleshooting Customer Support

Information Systems Engineer

Turnip

Oct 2014 - Jul 2016 (1 year 9 months)

Involved in system analysis for startup companies needing mobile apps. Acted as liaison between customers and the development team and assisted with troubleshooting.

System Analysis Mobile Apps Customer Liaison Troubleshooting

Applications Engineer

CompassCom

Sep 2015 - Apr 2016 (7 months)

Provided support for hardware and software, scheduled training sessions, performed software testing, and submitted bugs to the development team.

Customer Support Software Testing Training Technical Documentation Bug Tracking

Information Systems Implementation Specialist

GE Nuclear

Feb 2013 - Jan 2014 (11 months)

Assessed new systems for NRC compliance, created virtual test environments, and documented installation and maintenance procedures for nuclear monitoring software.

NRC Regulations And Guidance Virtualization Documentation System Implementation Testing

Software Developer

Engineering Software Solutions, LLC

Dec 2011 - Jan 2013 (1 year 1 month)

Developed and tested new functionality for pharmaceutical product control software. Assisted with migration from classic ASP to .NET and database restructuring.

ASP .NET Database Design Software Testing Migration Documentation