Alex Roth Email & Phone Number

Baltimore, Md, Us

San Francisco, California, Us

- Collaborated with external stakeholders to understand their current processes and challenges, effectively documenting requirements to inform solution design.- Analyzed data to uncover trends and pain points, providing actionable recommendations that aligned with customer goals and facilitated solution development.- Recommended enhancements to existing workflows and systems, helping clients optimize operations and drive efficiency.

San Francisco, California, Us

- Designed and implemented tailored software solutions, ensuring seamless transitions from legacy systems for enterprise clients (e.g.: California Public Employees' Retirement System, California Department of Motor Vehicles, California Department of Social Services)- Conducted technical needs assessments, developed detailed solution design documents, and configured software to meet business requirements.- Diagnosed and resolved complex software configuration issues to ensure timely project delivery and client satisfaction.- Served as a subject matter expert, providing consultative support and driving solution adoption.- Communicated technical concepts effectively to diverse stakeholders, aligning business needs with technical solutions.- Led process improvement initiatives, streamlining workflows and enhancing team performance.

Washington, District Of Columbia, Us

- Partnered with the Support, Technical Account Management, and Solutions Architecture teams to: - Identify and solve for team operational deficiencies - Define, track, and report on team business performance metrics- Performed regular analyses on topics including: team performance and utilization benchmarking, product sales performance, customer base segmentation. Performed ad hoc analyses / dashboard building for Executive team, typically related to company financials or sales proficiency for quarterly reviews- Initiated and completed several projects to improve the way Account Managers work in salesforce.com day to day

Washington, District Of Columbia, Us

- Contribute to improving the way the support team works by driving process changes: - Led process to optimize for team onboarding and scaling - Led a series of projects aimed at scaling TSE individual impact through increasing 1:many support efforts - Designed and implemented AI chat bot workflows to enable better support at scale, with special attention towards Accounts and Billing, to reduce team overhead- Served as owner and main admin for the Support team's zendesk implementation. Led a series of projects to set up more structured lines of communication between the developers and TSEs. Designed template triggers, and distributed to SME pods to enable more automated support practices.

Washington, District Of Columbia, Us

- Served as the dedicated TSE on multiple large Enterprise and Automotive Accounts- Troubleshoot, triage and own communication on a high volume of technical issues (avg 40 new issues, across customers / week, including internal & external channels). Partnered with service teams to prioritize product fixes, advocating for my customers through providing additional business context and scope of impact of the issue - issue tracking software includes: Zendesk, Jira, Monday.com, salesforce.com, and Github- Designed and maintained a custom system to track customer metrics across multiple systems of record. Used the aggregated, cleaned, and joined data to create insightful dashboards for executive review.- Led efforts to scale inter-team efficiency through improvements to internal SLAs and secured buy-in from key stakeholders on cross functional teams to align on a shared issue management processes for all teams. - Facilitated customer solution’s reviews to grow customer engagement and drive product adoption, resulting in shaping roadmaps for upcoming product releases- Served as interim Technical Account Manager, led presentation development for user conference, and served as Mapbox subject-matter expert on panel

Washington, District Of Columbia, Us

New York, New York, Us

Obtains the technical win in solution sales. This includes: - building out proofs of value for sales demo use- helping prospects architect new processes to use their data in the CARTO platform - partnering with sales team to generate over $2 Million of pre-sales pipeline- providing software training, both one on one and in a webinar setting- expanding client accounts by identifying new use cases and workflows for the client to better use and interact with their data- scoping out project goals, and hours of work for features and deliverables to determine the cost of professional service projectsManages on-premises deployments:- accessing client servers, either in person or remote- aiding to configure the components necessary for our software and its APIs to function in a private network- utilizing command line in Linux as the interface to install all necessary packages

New York, New York, Us

Maintains an expert knowledge of the CARTO platform. Aids all customer tiers (free, individual, enterprise, and partner) by:- investigating platform bugs, reporting them to our product team, and acting as a liaison between the client and engineering team to ensure issues are resolved- creating official help center content, such as detailed explanations, code snippets, and dashboards, delivered in the form of articles- debugging client applications using our 2 javascript libraries, HTML, cartoCSS, SQL, and CARTO APIs- optimizing customer queries to their database using PostgreSQL and PostGIS for advanced analysisSupport other teams at CARTO by:- consulting on usability of our platform- advising sales team on messaging and positioning- exploring individual account server usage to debug performance issues- drafting and editing public facing incident reports- aiding business operations with client account management

Worked to get GIS integrated with the day to day operation of the city. This entailed developing a web map, using ESRI products, for the City Engineer to utilize for his work flow, with the goal of allowing residents to be able to understand and contribute to what is happening in their city.

Aided in the production of custom maps for clients, which are mostly other D.C. agencies, in order for them to utilize the mapped information to move forward with the planning of the city.

College Park, Md, Us

- Directly supervise over 30 employees including payroll and discipline responsibilites- Analyze the demands of the university and surrounding metropolitan area in order to create/discontinue/adjust transit route mapping and timings based on ridership goals- Maximize operator efficiency with multiple employment classifications in mind (full time, part time, student part time)- Coordinate with management team to provide seamless 24/7 service to as many to university affiliates as possible

College Park, Md, Us

Ensured the safe operation of welding and other metal work tools in the Steel Shop at UMD. Assisted lower level students both technically and creatively to produce their art.