|Senior Customer Solutions Analyst||
San Francisco, CA
Orchestrate email communication with customers, CS team, engineers, and product teams to identify, manage, reproduce, document, and escalate bugs. Manage escalation follow-up via JIRA, with CS, and the customer during their lifecycle. Build documentation for existing and new Chorus products and functionality to streamline support. Constantly balance priorities of customers for existing issues as well as new concerns.
Conduct voice and video calls with customers, their IT staff and leadership, Zoom info CS, and Chorus product or engineering to identify issues and educate customers on best practices. Identify process improvements and implement changes to improve efficiency.
Troubleshoot SSO, calendar, dialer, video conference platform, and ever-growing new integrations in congress with CRM (Salesforce, HubSpot). Build custom SQL to analyze platform issues. Analyze logs using AWS tools, Datadog, and Mode to parse and evaluate information in order to better document issues for escalation while also diagnosing issues to prevent unneeded escalation.
I migrated work processes from Zendesk to Salesforce Service Console. Build detailed responses to common support scenarios to use team-wide. Identify urgent issues and follow processes for live escalations, including direct notification to engineering and product teams. Work with the L3 team for the escalation process. Manage agenda for quality discussion meetings and team weekly agenda. Initiated team deep work sessions to allow team-wide investigation of more complicated issues.
|Vonage (formerly Nexmo)|
|Senior Technical Support Engineer||
San Francisco, CA
Empowered developers and other customers using Nexmo's APIs for voice, SMS, chat, app messaging (open and closed), device verification, and a growing roster of functions. Provided technical support with service level agreements for customers ranging from large organizations (AirBNB, Amazon, Lyft, Uber, WeChat, Google, SnapChat, Twitter, and Morgan Stanley) to individual developers and smaller teams. Worked directly with developers and end-users to diagnose, reproduce, and, if needed, escalate bugs. Managed workflow using Zendesk and direct internal issues to the engineering team using JIRA. Worked on supplier errors and escalations with vendors coordinating between customer and engineering. Responded to legal requests. Built user and internal documentation. Mentored new employees with training for customer technical support. Communicated with geographically dispersed support (Europe, Asia, Americas) and the development team using Slack. Created customer reports using Linux system logs, regex, Kibana, SQL, Python scripts, and other tools.
|HubPages: user-generated content startup|
|Testing, bug tracking, technical support, community management||
San Francisco, CA
Provided office and customer technical support in person and via email and forums for user community of top 200 site in the US. Acted as liaison between customers and engineering team, conveying information bidirectionally. Used and supported Google Apps. Gathered user bug reports; reproduced, researched, and documented issues; conveyed actionable information to the engineering team. Tested site issues using all major browsers in OS X, iOS, ChromeOS, Windows, Linux, and Android. Researched and tested marketing sources and strategy for new customers including conversion tracking. Authored and executed market research surveys (NPS, etc.). Managed user community via site forums.
Provided small business and personal technology consulting and support. Managed clients' social media presence. Gathered user requirements. Managed server security and software. Supported Microsoft Office, and other productivity suites such as Google Apps on OS X, Windows, and Chrome OS machines. Designed look and functionality for customer web sites. Coded scripts and created SQL to imported user legacy content into CMS. Worked with hand-coded HTML and CMS (Wordpress). Created and organized web content based on user specifications. Provided individualized technical training to clients. Built and delivered technical documentation.
Created and taught courses across the country for a new custom CRM system accessed via smartphone. Authored classroom and digital training for a large medical company (Roche). Built course materials as well as electronic assessments for technical sales force using SCORM compliant tools. Revised courses based on feedback from subject matter experts. Setup and maintained a test server environment when one did not exist.
|Cornerstone Information Systems|
Supported travel industry clients (corporate travel and travel agents) using SQL-based web reporting SaaS via call tracking system with service level agreements in a ColdFusion MX and MS T-SQL environment. Identified and solved database problems via telephone and email. Authored reports including SQL statements. Automated manual processes using scripting. Managed development process for feature enhancement and bug fixes. Authored end-user and internal technical documentation and training.
|IU School of Medicince Office of Compliance|
|Web and Database Contractor||
Developed prototype database solution using MS Access and Visual BASIC for applications to manage HIPAA compliance review process (tracking patient, doctor, and case review information). Designed and maintained compliance website.
|Indiana University Bloomington|