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Sony User

@sonyguirand

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Technical Integration Specialist with 3+ years supporting SaaS, LMS integrations, and customer onboarding.

United States

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What I'm looking for

I seek a collaborative role supporting SaaS/LMS integrations with customer-facing onboarding, opportunities to solve complex technical issues, and cross-functional teamwork.

I am a Technical Integration Specialist with over three years of experience supporting SaaS environments in higher education and enterprise settings, focused on LMS integrations, API-adjacent workflows, and customer onboarding. I consistently resolve complex integration issues across Canvas, Moodle, D2L, and Blackboard while providing empathetic, high-touch support to faculty and stakeholders.

At McGraw-Hill I organized remote SaaS support for professors across 500+ universities, trained new hires to 98% job readiness within two weeks, and collaborated with cross-functional teams to address platform updates and time-sensitive client issues. Previously, I improved support turnaround by over 80% using Salesforce case management and maintained high CSAT ratings while troubleshooting diverse systems.

I bring strong communication, technical troubleshooting, and customer-focused problem solving to roles that require both independent initiative and collaborative escalation. I am eager to leverage my integration expertise to improve onboarding, streamline workflows, and increase platform adoption in mission-driven organizations.

Experience

Work history, roles, and key accomplishments

Current

Technical Integration Specialist

Current

McGraw-Hill

Jan 2023 - Present (3 years 1 month)

Provide remote SaaS and LMS integration support for professors across 500+ universities, resolving complex roster sync, course shell, and access issues and improving onboarding outcomes. Trained new hires to 98% job readiness within two weeks and collaborated cross-functionally to address platform-impacting issues.

Moodle D2L SaaS Support Troubleshooting Onboarding Microsoft Teams Reporting

Reporting Analyst

TransUnion

Jul 2022 - Aug 2022 (1 month)

Provided remote technical and reporting support using Salesforce and Microsoft 365, managing 20–25 daily client issues and improving support turnaround time by over 80% through effective case management. Completed intensive Salesforce training with a 90% assessment score.

Salesforce Reporting Data Entry Case Management Troubleshooting client support Microsoft Teams Process Improvement

Technical Support Agent

Wheelhouse IT

Feb 2022 - Apr 2022 (2 months)

Handled 50+ daily inbound Tier 1 support calls for SMB and enterprise clients, troubleshooting Windows/macOS, networking, servers, and peripherals while maintaining a 95% CSAT and documenting incidents in Salesforce.

Tier 1 Support Windows MacOS Networking Active Directory Servers Salesforce Customer Service Remote Support

Customer Service Advisor

Best Buy

Oct 2021 - Jan 2022 (3 months)

Assisted 200+ customers daily in Computers & Electronics, advising on product selection and technical questions and increasing retention and credit sign-ups by over 15%.

Customer Service Sales Technical Support Upselling Retail Operations Communication

IT Help Desk Assistant

Florida International University

Mar 2020 - Sep 2021 (1 year 6 months)

Provided front-line IT support to students, faculty, and staff across Canvas, Zoom, Slack, Salesforce, and university systems, improving student success and operational efficiency. Participated in software rollout training and ticket resolution.

Help Desk Zoom Slack Salesforce Ticketing Systems Troubleshooting User Support Training

Education

Degrees, certifications, and relevant coursework

Florida International University

Bachelor of Science, Information Technology

Completed a Bachelor of Science in Information Technology with coursework and practical support experience relevant to IT help desk and SaaS integrations.