Marna Danielle Husnay
About Marna Danielle Husnay
Marna Danielle Husnay is a Manager of Technical Support at N-able, where she oversees a global technical support team and manages customer interactions using Salesforce and Jira. With extensive experience in IT and technical support roles at various companies, she has developed a strong focus on customer service improvements and employee training.
Current Role at N-able
Marna Danielle Husnay serves as the Manager of Technical Support at N-able since 2022. In this role, she manages a global technical support team located in the U.S., Canada, and the Philippines. Her responsibilities include overseeing customer interactions and engineering tickets using Salesforce and Jira. She provides subscription-based support plans to over 25,000 Managed Service Providers, ensuring effective service delivery and customer satisfaction.
Previous Experience at DuPont
Husnay held multiple positions at DuPont from 2015 to 2022. She worked as an IT Program Manager in the Center of Excellence, an IT Business Consultant for HR Solution Delivery, and a North America Customer Care Manager for Electronics & Imaging. Additionally, she served as a Senior Business Process Consultant and a Process Improvement Manager. Her diverse roles contributed to various operational improvements and customer care strategies within the organization.
Early Career Background
Before her tenure at DuPont, Husnay worked at Rohm and Haas as an IT Business Systems Analyst from 1997 to 2002. She also gained experience at Agilent Technologies as a Consignment Coordinator and Inside Sales Representative from 2005 to 2008. Her early career laid a foundation in technical support and business systems analysis, which she built upon in her subsequent roles.
Education and Expertise
Husnay earned a Bachelor of Science (B.S.) degree in Business Administration and Management from Marywood University. Her educational background supports her extensive experience in technical support, customer service, and IT management. She utilizes her knowledge to mentor and train new employees on company policies and procedures, fostering a knowledgeable workforce.
Customer Service Initiatives
In her current role, Husnay drives customer service improvements by implementing strategies based on Voice of the Customer (VOC) and Customer Satisfaction (CSAT) surveys. These initiatives aim to enhance the overall customer experience and ensure that the technical support team meets the needs of its clients effectively.