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).

• 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.)

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

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

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.
• 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.
• 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.