Donald Couch

Background

About Donald Couch

I’m a dedicated and resourceful Customer Support Officer at Philips, where I specialize in coordinating urgent dispatches and processing time-sensitive quote requests to support customer service operations. In addition to these critical functions, I serve as a Salesforce Administrator—managing user access, privileges, and configurations on the Customer Service Portal to ensure seamless support experiences for both clients and internal teams. With a Bachelor of Technology in Computer Applications from Kalinga University and a growing portfolio of high-impact certifications—including CISSP, PMP, Google IT Support, Certified Scrum Master, Six Sigma Green Belt, and Data Science Orientation—I combine technical insight with cross-functional coordination to drive value and elevate customer outcomes. My professional focus has sharpened toward transitioning into roles in project management and cloud architecture, where I can leverage my planning, problem-solving, and platform administration experience to contribute at a higher strategic level. I am continuously building my expertise in these areas through hands-on learning and real-world application of frameworks like Agile and Six Sigma, while pursuing additional learning in cloud platforms and architecture. I’m known for my ability to adapt quickly, communicate clearly across teams, and balance technical demands with operational goals. Whether I’m managing urgent service workflows, handling customer access in Salesforce, or supporting global teams with real-time service execution, I bring a proactive and dependable mindset to every task. I’m looking to grow in a collaborative environment where I can take the next step into cloud infrastructure, technical project delivery, or enterprise-level service solutions—and bring my passion for process improvement, systems thinking, and client satisfaction to new challenges. Core Skills & Competencies: • Salesforce Administration (user access, profile management, Customer Portal) • Urgent Dispatch Coordination • Quote Request Processing • Customer Support Operations • Agile & Scrum Methodologies • IT & Security Fundamentals (CISSP, Google IT) • Project Management (PMP, Scrum Master) • Lean Six Sigma Principles • Cloud Architecture (aspiring, actively studying) • Communication & Stakeholder Collaboration • Technical Documentation & Workflow Optimization Certifications: • CISSP – Certified Information Systems Security Professional • PMP – Project Management Professional • Google IT Support • Certified Scrum Master • Six Sigma Green Belt • Data Science Orientation