I partnered with a colleague and local stakeholders to facilitate a 75% operational improvement in traffic"
is a great way of saying
"My neighbor and I shoveled the sidewalk, the people next door helped."
I have a resume that is aimed at getting noticed and is very well thought out and honest. However, I have been both an interviewer and an interviewee, and on both sides, I have found myself asking “what does that mean?” To help navigate around words and phrases aimed to attract the attention of ATS scanners, I have constructed this conversation card to act as a less formal version of my resume.
I have a resume that is aimed at getting noticed and is very well thought out and honest. However, I have been both an interviewer and an interviewee, and on both sides, I have found myself asking “what does that mean?” To help navigate around words and phrases aimed to attract the attention of ATS scanners, I have constructed this conversation card to act as a less formal version of my resume.
Skills and Such
Core Competencies
- Technical Support and Troubleshooting
- Customer Success Management
- Technical Account Management
- Technical Support Engineering
- Client Relationship Building
Tool Box
- Troubleshooting Tools: Postman, SQL, Kibana
- CRM Tools: Salesforce, Zendesk, Jira
- Communication: Slack, Microsoft Teams, Google Meet
- Productivity: Microsoft Office Suite, Google Workspace, Zoom
- Data Analysis: Excel, Google Sheets, SQL
- Independent Learnings: Python, JavaScript, HTML, CSS, Git, PHP
Languages
- Google Translate
- Customer
- Engineering
- Sales
- Product
Education
- Illinois State University
- Bachelor of Science in General Finance
Work Experience
Technical Account Manager
LivePerson
A large, fully remote company that provides Enterprise SaaS solutions that manage digital interactions between consumers and customer support agents (both human and chatbot).
A large, fully remote company that provides Enterprise SaaS solutions that manage digital interactions between consumers and customer support agents (both human and chatbot).
- Served as a trusted technical advisor as part of a paid Enhanced Service Offering, which provided white-glove customer service.
- Managed a book of business between 3 and 5 large enterprise brands for which I provided weekly status updates on open support cases, feature requests, and system maintenance.
- In the event of a major incident, I would host a bridge call over Zoom to provide up-to-the-minute status updates.
- Used proactive monitoring tools to proactively communicate any potential issues to the customer.
Technical Support Engineer
Bringg
At the time, a startup SaaS solution focused on delivery in the age of Amazon.
At the time, a startup SaaS solution focused on delivery in the age of Amazon.
- Acted as a processor rather than a hard drive while troubleshooting customer issues in a hyper-growth environment.
- Worked as part of the Support Team using Zendesk to work through T2 and T3 support cases and provide clear and concise status updates and technical explanations.
- Monitored inbound cases and escalated to Engineering teams as needed to ensure prompt resolution.
- Closely worked with product managers, solutions architects, and Customer Success teams to customize solutions that met specific client needs.
- Updated customer-facing knowledge bases and documentation to enable customers to self-serve.
Senior Customer Support Manager
Firm58
At the time, a small, Chicago-based startup SaaS solution focused on post-trade analysis in capital markets.
At the time, a small, Chicago-based startup SaaS solution focused on post-trade analysis in capital markets.
- Worked as one of two people supporting the entirity of the firm's customer base while focusing heavily on customer satisfaction and referencibility.
- Monitored nightly data integration flows and updated data extraction and transformation flows to ensure accurate information was loaded.
- Acted as a Swiss Army Knife while troubleshooting a diverse set of data integrations, services, and industry regulations.
- Used SQL extensively to extract and analyze customer data for ad-hoc reporting, data insights, and troubleshooting.
Junk Drawer
Seven years ago, I was asked in an interview, "What gets you out of bed in the morning?" My answer at the time was "my cat, he wants breakfast." It was both true and my way of avoiding the question. Here are some things about me, though.
- I created this site without an OOB template-based solution like WordPress or AI, but I did buy some quick start guides and watch a lot of YouTube clips. The experience has been strangely enjoyable.
- I enjoy the NYT daily games. I do Wordle, Connections, Spelling Bee, and the crossword every day.
- I walk or take public transportation most of the time; I rarely drive. I love that about Chicago.
- My social media diet is pretty limited to pet influencers and home chefs.
- I am neither an introvert nor an extrovert, but I sometimes feel out of place in large groups. I recently learned that it is called an otrovert.