Alex Chute Email & Phone Number

Burlington, Vermont, United States

Burlington, Vermont, United States

As a Product Quality Analyst I leverage technical expertise to diagnose product issues reported by end users and internal stakeholders. I use a variety of collaborative communication tools to translate escaped product defects to product and engineering teams, prioritize and maintain multiple defect backlogs, and coordinate across a variety of business units within Cox Automotive.

Burlington, Vermont Area

As a Product Support Specialist I work with a small team of subject matter experts whose primary focus is to provide real time support to analysts in need of assistance while working with our clients on the phone and through email.I also serve as an ambassador for Client Services by working with advanced technical teams, engineering scrum teams, and program relationship teams. Fostering relationships with internal teams helps me keep our products and processes well documented while communicating the needs of our clients back to internal stakeholders.

Burlington, Vermont Area

Burlington, Vermont Area

As a Support Analyst at Dealer.com I help our clients utilize a suite of web based products to maximize their ability to sell cars. I coordinate with clients through email and phone to assist in troubleshooting, training and consulting to ensure the content and usability of the their website meets their needs and helps them reach more potential customers.

Ebsco Information Services

As a Lead Software as a Service Specialist, I wear many hats throughout the day. EBSCO is a thriving company and because of this, my team and its responsibilities are constantly expanding. This creates an exciting atmosphere to work in, but it also puts a premium on process documentation and efficiency. Over the past year I've had the opportunity to assist in a full process review and optimization project that has increased productivity on my team and led to the optimization of legacy processes that had become outdated during periods of rapid growth.My team handles the configuration and setup support for EBSCO's Discovery Service product and other Software as a Service integrations utilizing our API.Job Tasks:- Triage and assign case tickets from a queue of questions/problem tickets and order submissions- Handle escalations and questions from team members regarding complex troubleshooting- Troubleshoot, customize, and configure Discovery Service accounts- Communicate solutions to the customer or project coordinator- Contribute to process creation and optimization- Perform monthly work evaluations for team members- Attend weekly API product meetings to lobby priority issues affecting customers and report any major changes or issues to my team's leadership.Skills learned:- Deeper understanding of HTML, CSS, Javascript and XML- Working knowledge of the Kanban method of project management

Moving to the Discovery Solutions team allowed me to focus my support responsibilities and move from the phone queue to a role that involved account setup and email support. After learning the account setup process for EDS I answered questions about the technical aspects of the product that were submitted by customers and the sales team. Researching and answering these questions helped me build a better knowledge of the product and build relationships with other teams involved in the Discovery Service product.Job Tasks:- Configure EBSCO Discovery Service accounts according to departmental guidelines- Troubleshoot issues related to setup or system functionality with customers and internal parties- Document solutions to common problems, common questions and customization requests on SharePoint to be referenced by other teams.- Document changes to configuration process as requested based on business needsSkills learned: - Coordinating multiple types of work with differing deadlines- Troubleshooting complex issues that may relate to one of several intertwined products

As a TSR I was in a phone queue and would field calls from EBSCO customers, users and sales representatives. I built my technical skills in managing and manipulating EBSCO products through internal trainings and working with customers to solve their issues. The TSR role put me in many positions where I had to think on my feet while on the phone with a customer or quickly work through a queue of email questions to ensure customers received timely and accurate follow up to their questions.Job Tasks:- Be in queue to answer calls received at the general support line- Document calls in case management system- Work through case tickets received by the support email alias- Create training materials to assist in the training of new support team members- Document solutions to common questions, troubleshooting tips and customization requestsSkills Learned:- Professional communication over the phone and through email- Time management- Ability to work in an interrupt driven environment- Presentation skills

Master'S Degree, Information Technology W/ Concentration In Web Design

Ba, English