Iris Walker

Experienced customer-facing SaaS support and customer success professional with 20+ years of experience supporting enterprise customers through onboarding, issue resolution, escalations, portal adoption, and post-resolution follow-up. Skilled in Salesforce Service Cloud, Jira, cross-functional coordination, customer satisfaction tracking, and guiding customers toward successful product adoption.

Sr. Customer Support Advocate - Nutanix - San Jose, CA

(2022-08)

Worked with a global support team, utilizing Salesforce, Jira, Slack, Excel and PowerPoint, and collaborated with Technical Support and Management to raise service quality and customer satisfaction.

• 20+ years of experience in Worldwide customer-facing support.
• Experience supporting Saas Support organization
• Understanding of networking, software licensing, and storage technologies.
• Proficient in software licensing technology and its processes.
• Handled all process and systems related support requests (Licensing requests, Support Portal issues etc.)
• Managed critical customer escalations utilizing Salesforce Service Cloud to prioritize and resolve enterprise client software licensing and portal access issues.
• Guided complex portal onboarding by walking high-value customers through support portal registration and license activation workflows using real-time screen-sharing tools.
• Delivered proactive status updates by logging and tracking cross-functional ticket progress in Jira to keep affected clients continuously updated during technical delays.
• Conducted customer satisfaction check-ins and reviewed customer feedback trends within Salesforce to execute targeted post-resolution follow-ups and improve retention.

Customer Service Advocate II - Nutanix - San Jose, California

(2017-12 - 2022-07)

Technical Account Representative - Nasdaq - Menlo Park, CA

(2016-01 - 2017-09)

Boardvantage is officially part of Nasdaq and the Global Corporate Solutions business.

Technical Support Analyst - Nasdaq/Boardvantage

(2015-10 - 2017-09)

Technical Account Representative - Boardvantage - Now a part of Nasdaq - Menlo Park, CA

(2015-10 - 2016-12)

BoardVantage leads the market in delivering paperless process for board and leadership communication. Trusted by large organizations worldwide, including half of the Fortune 500, BoardVantage sets the bar for a rich executive experience and delivers security that meets or exceeds the standards of enterprise IT departments.

Lead Technical Support Analyst - Symantec - Mountain View, CA

(2011-10 - 2015-05)

Resposible for assisting clients with enrolling and installing their External Certification Authority (ECA) digital certificates for government contractors, state and local governments and employees of foreign governments. ECA certificates enable secure on-line transactions with DoD agencies. Installed in a browser or email program, ECA certificates can be used for such activities as authenticating identity for access to DoD websites, digitally signing documents, and encrypting e-mail communications.

VeriSign ECA certificates are sold as a set which includes an ECA Identity certificate and an ECA Encryption certificate.

• Front Line support to client’s needing Class 3 Digital Certificate.
• Assist with VIP installation and configuration of 2 factor authentication.
• Multi Task support on email, chat, and phone support.
• Log, create and maintain cases until problem resolution.
• Create knowledge base articles using Inquira Database.
• Assist with product enrollment and install of digital certificates in browsers.
• Troubleshoot install problems not limited to computer configurations.
• Troubleshoot Browser configuration’s for SMIME Digital Certificates.

Technical Support Representative II. - eSignal - Hayward, CA

(2007-01 - 2011-04)

• Provided front line technical support in a call center to eSignal’s clientele via phone and email.
• Provided high level support to brokers and individual traders.
• Troubleshot internet connections i.e. TCP/IP and Java Applets
• Assisted with install, reinstall of software package.
• Configured and diagnosed anti virus software which prevented install of software.
• Utilized Web Ex to remotely access client’s pc.
• Worked as a team and contributed to Knowledge Base Database.

Technical Support Representative - Interactive Data, Inc.

(2007-01 - 2011-04)

Administrative Assistant - University of the Pacific

(2003-01 - 2007-01)

Admin. Assistannt I. - University of the Pacific

(2001-12 - 2007-01)

• Provided support for student’s and teacher’s continuing education unit for private sector.
• Answering Phones, Data Entry, Process faxes.
• Coordinated Commencement, evening classes, and cross training new employees on process.
• Student enrollment and grade entry.

Technical Support Analyst - iPlanet Ecommerce Solutions

(2001-07 - 2001-11)

Technical Support Dispatcher - Sun/Netscape Alliance iPlanet Ecommerce Solutions - Santa Clara, CA

(2001-06 - 2001-11)

• Answered 800 technical support hotline for Sun/Netscape Call Center
• Acted as a liaison between the client and TSE
• Monitored and logged new cases in online call logging tool.
• Bug report and escalation to back end engineers.

Customer Support Specialist - Caresoft, Inc. - Sunnyvale, CA

(2000-10 - 2001-07)

• Worked as the primary interface for Caresoft's customers. Phone and email support.
• Provided customer support for external users on how to navigate through online portal.
• Promoted and maintained positive customer relations with new and existing clients.
• Managed material orders, marketing responses and data-input, audits, faxes, and mailings.
• Performed clerical not limited to, including data-input, audits and mailings.

Technical Support Representative - VERISIGN

(1997-10 - 2000-10)

Technical Support Representative - Silicon Graphics, Inc.

(1996-10 - 1997-08)

Associate of Arts - Business Administration - San Joaquin Delta College (2004 - 2006)