Welcome! I'm Mariah
Let's build together.
I'm a relationship builder and puzzle solver with 8 years of diverse experience in customer support and business analysis who is passionate about the power of Crypto and Blockchain technology to advance economic equity.
I'm adept at right-sizing solutions to complex business needs for organizations and programs ranging in size from 20 to over 18,000 employees. I'm passionate about leveraging technology and business insights to bridge gaps between end-users and product teams.
Where I'm Going...
With 5+ years of personal experience in the Crypto space, I'm excited to transition this knowledge into my full time career. I look forward to contributing to a forward thinking Crypto/Blockchain company that shares my passion for reshaping traditional finance (TradFi) and creating a more equitable economy for all.
I work best in collaborative teams where innovation and open communication are foundational. I expect to be challenged, and supported by a progressive work culture that is always evolving and broadening my skill set.
With my drive to exceed customer needs, proven record of optimizing systems, and a positive approach to hurdles large and small, I possess a comprehensive skill set that would be valuable to a forward thinking organization that wants to get things done.
My Approach...
I'm ever curious, growth-minded, and view effective communication as a process rather than a goal. Where some may see setbacks, I see opportunities that stretch me and allow me to expand my offerings.
I embrace a Deliberately Developmental Organization (DDO) model of working and am excited to contribute my passion for effective, out-of-the-box thinking to an organization that shares this framework.
My Tools...
Where I've Been...
Business and Customer Support Analyst, King County Information Technology
Seattle, WA, United States
Primary point of contact between technical teams (developers and engineers) and non-technical end-users; listened empathetically and translated complex user needs into functional and nonfunctional requirements, decreasing number of system iterations needed by 20%
Subject matter expert for Microsoft Dynamics 365 Vaccine Management software; assisting members and end-users in effectively utilizing system tools and features which resulted in the Business Owner adopting my procedures checklist for the highly visible, politically sensitive COVID-19 Vaccine Management Program
Created, managed, and escalated technical support tickets using Cherwell ITSM, ensuring customer concerns were resolved effectively as reflected by 94% resolution rates achieved ahead of program’s established average response times
Created training materials and business process documentation to include current and future state process maps, data architecture maps, system user guides, job aids, workflow diagrams, and system one-pagers; decreasing total employee hours spent on tracking down relevant information by 15% on average
Effectively facilitated requirements gathering elicitation meetings, listening intently to customer concerns to accurately define scope of customer needs to developers and engineers working on solutions
Using Azure DevOps; created, managed, and refined evolving ADO backlogsto ensure correct user stories were prioritized and addressed during project iterations; resulting in 20% reduction in duplicate PBI’s
Drafted user acceptance testing (UAT) scripts in Azure DevOps and facilitated UAT sessions alongside end-users in testing (beta) and production (live) environments when new updates were implemented
Collaborated with Business Owners, Product teams, and vendors to draft valid functional and nonfunctional requirements for the migration of 18,000 employee records for the Employee Giving Program during their Request for Proposal process; resulting in transition from using ~15 disparate systems to a single, modern and effective SaaS solution
Co-facilitated month-long Change Management trainings for King County’s Information Technology department
Administrative and Customer Support Staff Assistant, King County Public Health
Seattle, WA, United States
Created, resolved, and escalated technical issues and concerns for program of 80-110 staff to include hardware set-up, software installs and configuration; main liaison with IT department to ensure effective resolution
Processed financials for program to include invoice payments, purchase orders and requisitions, expense report processing, employee reimbursements
Serving as frontline of business for both internal and external customers, effectively routed customer inquiries via phone, chat, and email to appropriate teams resulting in 30% increase in customer satisfaction surveys within 5 months of start date
Created and documented standard operating procedures for routine work, streamlining processes resulting in 18% decrease in duplicated work according to annual performance review
Improved user satisfaction by 75% by utilizing customer satisfaction surveys to identify user needs and pain points while serving as the program’s Microsoft 365 Migration project lead
Member of the Division-wide (~700 employees) Continuous Quality Improvements (CQI) workgroup
Data and Information Specialist, Millionair (correct spelling) Club Charity (rebranded to Uplift Northwest)
Seattle, WA, United States
Created the new Data and Information Specialist position by seeing the need for more responsive tracking of program statistics; resulting in data that was pivotal in securing 500k - 750k in grant support
Full-scope development, implementation, and management of quality control procedures for the Employment Department
Drafted and managed data collection efforts for Employment Program
Administrative and Customer Support Staff Assistant, King County Wastewater Treatment Division
Seattle, WA, United States
Tracked and updated program data for quarterly dashboards
Records management Subject Matter Expert (SME)
Copy-edited Industrial Waste discharge permits, legal contracts, and Finding the Facts documentation
Processed invoices, purchase orders, expense reports, and reimbursements; maintained records according to retention standards
Program Assistant, Millionair (correct spelling) Club Charity (rebranded to Uplift Northwest)
Seattle, WA, United States
Identified need for a new data analysis position to track program statistics
Point of contact between external IT staff and in-house staff
Following HIPAA guidelines, ensured confidential personnel records management
Provided direct customer service and support services to marginalized populations
Operations Liaison, Logistics Section, King County Public Health (temporary assignment)
Seattle, WA, United States
During rapidly evolving COVID-19 response, supported the Logistics Section to ensure highly limited, and in-demand, Personal Protective Equipment (PPE) was procured and distributed to King County health agencies.
Identified and escalated priority information between the Logistics and Operation sections to help maintain as seamless a PPE distribution process as possible
Communicated time-sensitive information regarding COVID-19 PPE requests through various channels to include website updates, email, video conference calls, phone, and in-person meetings
Worked with King County web developers to stand-up a procurement site for PPE requests
Processed PPE requests that were received from King County health agencies and ensured deliveries were prioritized according to evolving federal and state guidelines
Drafted and updated PPE pick-lists for warehouse staff to use when processing deliveries
Customer Support Consultant, Savvy Commons LLC and Upwork
Seattle, WA, United States
With 5+ years of hands-on experience in the Crypto/Blockchain/Web3 space, I decided to do freelance consulting while caring for a sick family member. To date, I’ve educated and assisted 32 retail clients with general information regarding getting started in the Crypto space. This information spans everything from wallet and storage options, safety, compliance, and troubleshooting transaction errors (e.g., using nonces and CPFPs).