Amara Davis Email & Phone Number

Responsibilities:-Mastering an in-depth knowledge of a complex SaaS platform that is driven by Data Science-Serve as a subject matter expert on Klaviyo’s products, including email marketing, SMS marketing, and other marketing automation tools-Provide high-quality remote technical/product support for Enterprise & Elite customers ($10,000 MRR and above) through email, chat, and dedicated customer slack channels-Provide enterprise customers with guidance on how to navigate Klaviyo’s platform and features along with best practices for achieving their marketing goals-Diagnose and resolve advanced issues, delivering strategic solutions for complex requests.-Work closely with the product and engineering teams to provide feedback on customer needs and product improvements.-Collaborate with other teams at Klaviyo, such as sales and customer success to ensure a seamless customer experience-Supporting the Klaviyo Reviews and CDP features within Klaviyo as the primary escalation resource-Contribute to the development of Klaviyo’s knowledge base, creating documentation and training materials for internal and external use-Stay up-to-date on industry trends and best practices related to email and SMS marketing, and share that knowledge with the team and customers-Facilitate meetings about new features, product updates, and how to solve for more unique/complex issues to team members-Train newly promoted employees to our team on enterprise support procedures, expectations, and policies

Responsibilities:• Developed an in-depth knowledge of a complex SaaS platform that is driven by Data Science• Provided high-quality remote technical/product support for clients through email and live chat• Communicated thoughtfully and effectively to provide answers to questions for both technical and non-technical clients while also supporting a wide range of technologies• Advised business owners on best practices to grow their business through Email/SMS marketing• Provided strategic advice for non-technical related questions (marketing, sales, product usage, etc.)• Diagnosed software issues and resolving escalated customer complaints using established processes• Trained new employees on best practices, product knowledge, and troubleshooting efficiency• Proven record of decreased ticket resolved time and increased customer satisfaction through coaching and mentoring new hires• Facilitated meetings about new features and product updates to team members• Assisted with developing/improving macros to help streamline the customer’s journey and experience

Seattle, Washington, United States

Responsibilities:• Tier 2/3 troubleshooting major system issues that impact applications we support globally• Responding to time-sensitive incidents to ensure internal/external client satisfaction in a 24/7 operational environment• Cross system collaboration across multiple departments to resolve complex issues• Proactively seeking out implementation opportunities to increase productivity • Designing technical and instructional documentation to improve processes and customer service • Developing SQL queries to research, analyze, and troubleshoot data• Working with development team to investigate and correct data discrepancies and software bugs• Creating the structural environment for internal customers within the applications we support• Configuring and migrating internal customer data to regionalized file servers• Debugging alerts within our monitoring solutions• Creating/Updating Service Interruptions for downtimes and maintenance • Restarting servers to improve slowness and performance issues within our applications• Managing users’ permissions and access to internal applications and systems

Microsoft Building 42, 15590 Ne 31St Street Redmond, Wa 98052

CLOUD SUPPORT ENGINEER | MICROSOFT (AVANADE) | CJIS/ IT-2 DODResponsibilities:• Supported collaboration with external customers & partners on behalf of the Client in Azure Sovereign Cloud• Served as part of the Live Site work stream utilizing an understanding of core Windows Azure components and tools to diagnose issues• Experience with Microsoft ticketing systems, Cloud Workshop Portal (CWP) Traffic Manager, Just In Time Access Portal, Team Foundation Server (TFS), Incident Management System• Responded to incident tickets in a 24/7 operational environment• Assisted developers to frequently used DevOps tool portals, Azure Portal, PowerShell, and Command Prompt • Diagnosed/debugged faults in complex services or systems• Performed privileged operations which can expose customer data, access control data, and secrets• Analyzed coding language before deployment into the classified Azure Government Cloud environment to protect customer data• Executed work at the direction of Azure Engineering teams with precision in time sensitive outage scenarios • Updated knowledge base documentation, troubleshooting guides, and on boarding documentation

3850 148Th Ave Ne, Redmond, Wa 98052

Accomplishment(s):• Streamlined internal monitoring solutions in order to decrease non-actionable alerts and false alarm ticket counts (in monitoring (SCOM/Geneva) and Tier1 Escalation/ticketing systems). This was accomplished by collaborating with the development team on creating monitoring test functions and identifying the correct metrics to help proactively identify issues and ensure an improved customer experience.o Implemented this for Microsoft Nebula Teamo Implemented this for Microsoft Shared Engineering Services TeamResponsibilities:• Designed report models and publishing Power-BI reports to show service uptime and other relevant SLA metrics for Nebula.o Used these data models and reports to help identify trends in SCOM, Geneva, TechEase (inefficient monitoring and resource utilization).• Scripted solutions to tweak SCOM efficiency through identifying poorly designed/defined monitors and alerts.• Worked with developers and service engineers to ensure continued service reliability and availability through improved monitoring.• Created a Nebula health dashboard for customer visibility as a part of the Nebula customer portal.• Provided data analytics for on premise datacenter hardware with respect to space, power consumption, and age of hardware.• Improved Access Control for Nebula assets through implementation of least privilege model.• Utilized Kusto Query Language to query Geneva counters for performance trends and presented findings to the team .