<aside>
👋 Previous technical operations manager based in California with 14 years of experience in the support operations industry. My focus area for the past 7 years has been technical support operations (IT) at scale.
As I enter the next half of my career-era, I am embarking on a new career journey to become a Registered Nurse in the State of California. Currently obtaining prerequisites at CSM (College of San Mateo).
</aside>
Be a good person and do great work while doing it.
Contact
📧 [email protected]
🔗 linkedin.com/in/developeremma
📸 Instagram
🚲 Peloton: CopingOnWheels
Emma Morales (this page)
📱561.513.2722
📍Oakland, CA
Experience
Sr. Technical Operations Manager
Google, San Francisco, CA – (August 2020 - November 2023)
As a leader, drove and oversaw complex projects, systems, and services that spanned multiple quarters and technologies. Role required strong skills in project and people management as well as decision-making to deliver on project milestones and outcomes. Managed the process of building and implementing new processes, operations, methods, tools, and technologies with foresight to anticipate and address future user issues.
- Managed operations engineers, responsible for providing Global IT Support for Google employees. Consistently provided performance management and career development, leading with an empathy-first approach. Successfully promoted 5 engineers.
- Google SF Corporate Engineering Lead, managed return to office support in SF office working with business stakeholders to ensure business requirements were met. Continuously sync with partners locally to anticipate IT needs.
- Service owner of Google’s critical Phone channel that provides global employees with IT support. Under my leadership the service achieved over 90% SLO Adherence, increasing our SLO from 49% to 90% in 8 months.
- Worked with cross-functional teams to launch features for our service during mission critical launches which included operationalizing a support phone line to provide technical support to former colleagues impacted by layoffs.
- Led team of Phone channel service SMEs to maintain our bug queues and deliver our service roadmap optimizing for the tech and user support experience at Google.
- Collaborated with partner teams to achieve shared objectives, provide strategic insights, and lead continuous improvement in our services (e.g. launching SMS support, estimated wait time and callback features, SLO revamp, language support for Mandarin etc)
- Delivered business reviews of our service to track key operational metrics and drive improvements to optimize for the user experience (e.g. Shifting support low level issues to vendor team, etc.)
- Mentored managers through our technical stack and/or coach them through new processes as they joined our org.
Technical Operations Engineer
Google, San Francisco, CA/Austin, TX – (March 2019 - August 2020)
- Delivered IT support for Google globally through helpdesk, chat, ticket, and phones.
- Delivered escalation assistance for junior engineers through our escalation channels.
- Identified trends and issues through root cause analysis and led initiatives to reduce/eliminate support incidents.
- Coached and mentored junior engineers, providing regular coaching and project guidance.
- Led technical and process training for all incoming engineers as they joined Google's new IT hub in Austin.