Amanda Kendrick Email & Phone Number

New York, Us

Led engineering team, distributed across 5 time zones, in providing reliable computing infrastructure services via AWS, Azure and and multiple colocation data centers.

New York, Us

Scaled and improved Saas operations in Technology Department.- Improved company-wide Production Change Management process and Change Control Board. Adopted DACI decision making reduced service outages from scheduled maintenance.- Led on-time, on-budget office move to 85% smaller space, including mission-critical servers, corporate VPN, electrical and security system build-out. Managed IT staff and contractors.- Led RFP, designed program, and rolled out in-app and email NPS customer-survey tool with closed-loop workflow, delivering continual feedback to Product Management and customer-facing teams.

New York, Us

Improved operations by creating, standardizing, documenting, training, and continuously improving internal cross-functional processes: change management process, incident response process, work request routing, professional services resource management, and time use reporting.

New York, Us

Led 90-person Customer Experience Department serving 15 retailer, CPG, and enterprise clients representing 3,000+ users.- Made business case for, hired, and managed Technical Support Team. Used Knowledge-Centered Service (KCS) to rigorously document knowledge & deflect tickets. Administered multi-channel support portal: email, chat, phone. Achieved 93% CSAT.- Pioneered professional services resource management capability: created work breakdown structure, built reporting on actual time use, labor demand and capacity data, and led planning sessions with executives to meet contracted service obligations.

New York, Us

Led six-person analyst team responsible for six retailer clients and 1,000+ users.- Built analytic products on retail POS and supply chain data using JavaScript and 1010data XML query language- Launched Vendor Portal data-sharing platform for nationwide discount retailer, from initial design to customer training and ongoing program management- Collaborated with Engineering team on product direction and user needs- Analyzed system logs to resolve service outages

New York, Us

- Supported 4 enterprise retail accounts gathering requirements, building reporting tools using JavaScript, HTML, VBA and proprietary query language, delivering user training and creating documentation.- Grew user base from 40 to 300 at nationwide 6,800-store discount retailer as a member of a three-person team at bootstrapped startup.

2007 USRowing Club National Champion - Women's 1xCoached juniors and adults

Supported ice (yes, frozen water) order management system. Built Blackberry app enabling drivers to view truck manifests and print delivery receipts in the field. Used Java and Visual FoxPro.