Andrew Korb Email & Phone Number

Remote

- Researched and resolved customer questions using Cloudflare, Postman, Remote Desktop Manager, SSMS, as well as proprietary MC Trade tools, when advanced technical training with the product was required- Researched, documented, and assigned importance to bugs, subsequently logging that information in Jira- Created a knowledge base in Confluence for Support Engineers, turning complex topics into logical articles - Supported Product Experts through Slack, answering questions and providing training as the need arose- Answered questions from other teams, e.g. Onboarding, Web, etc. about technical aspects of the product- Managed the onboarding process for Product Experts and led their introductory training- Volunteered to facilitate Support Team meetings, follow up on questions raised, diffuse interpersonal struggles on the team, and maintain cohesion when Product Experts were without a manager for up to months at a time

Remote

- Researched and solved customers’ dilemmas using Sendgrid, FullStory, Weebly, and proprietary MC Trade tools- Corresponded with customers and managed tickets through ZenDesk’s phone, chat, and email services- Developed my knowledge of the product throughout continuous change and biweekly releases, documenting that knowledge when it hadn’t been previously to better remember and share it in the future with coworkers

Indianapolis, Indiana, United States

● Managed recruitment and orientation of new students, meeting school recruitment goals● Implemented improvements to the orientation process with coworkers’ collaboration, achieving thehighest application-to-enrollment rate of all 16 schools in the statewide network● Responded to inquiries via phone, text, fax, and email as the first point of contact for the general public● Gathered, collated, and uploaded student data for staff use and to fulfill government reportingmandates● Worked with students & staff to troubleshoot technical issues by sharing tools developingself-sufficiency● Managed four employees, helping navigate multiple transitions from in-person to remote learning

Indianapolis, Indiana Area

• Redirected resources to reflect the organization’s mission and work with its target demographic, reaching over 200 youth/year, with 75% of participants returning to participate in additional programs• Collaborated daily with team of 4 directors to unify regular operations and long-term vision of organization • Wrote, submitted, and managed an annual budget of $80,000 for 3 programs • Created and maintained a Salesforce database to centralize and track participant data, increasing coverage from 0% to 93%, and making it available both for reporting and in case of emergencies • Developed, implemented, and coordinated curriculum between 5 programs with 3 program managers• Designed systems to register students, contact families, and track participation for up to 8 classes/week• Managed up to 6 youth employees, 3 adult volunteers, and 3 adult staff at one time during classes• Established successful, long-term programming partnerships with 6 new community partners• Managed thousands of parts and hundreds of tools and bikes by designing and building self-reinforcing organizational systems from scratch with a very limited budget

Muncie, In

• Built and maintained positive and supportive relationships with teenagers working their first job• Managed a group of 13 teen-aged employees on worksites around Muncie, IN• Designed and taught classes on professional skills, such as resume and cover letter writing• Coordinated and maintained relationships with partner organizations that hosted our students

Prague, Czech Republic

• Edited quantitative sociological papers of 30 – 60 pages to be published in academic journals• Revised the language of non-native speakers to achieve clarity and accuracy• Used knowledge of English vocabulary and grammar to understand and accurately rewrite texts• Successfully completed the duties of two editors to finish a project on schedule in 8 months

Prague, Czech Republic

• Scheduled and taught individual English courses one-on-one to high school, middle-aged, and older students and professionals in classrooms and offices across Prague.• Taught group English courses to classes of up to 10 adults.• Planned and taught up to 18 different lessons weekly during workdays of up to 14 hours.• Designed a syllabus for each class, accounting for each student's proficiency and aspirations, and helped them achieve goals, such as getting into college or securing a job.• Substituted for other teachers, often with only a few hours' notice.• Built and maintained a positive and supportive rapport with all students to encourage learning.• Developed my own system of physical and computer documents to track relevant information.

St. Paul, Minnesota

• Taught bicycle mechanics one-on-one and in classes to children and adults of all backgrounds• Managed volunteers, assigning them to jobs around the shop, and sold bicycles• Organized the shop, arranging parts and work spaces to maximize the efficiency of the space• Helped plan and work programs and events to promote access to bicycles

Minneapolis, Mn

• Tutored students, assisting them with their homework• Played games with students after they had completed their work• Planned and prepared events for students • Cooked and served meals