Angelo A. Email & Phone Number

San Francisco Bay Area

• Collaborated with Support, Engineering, Customer Success, Sales and Product teams in multiple projects, including the documentation of new internal processes.• Led initiatives for Premium Support services for the largest Enterprise accounts.• Created, updated, and improved self-help articles, and collaborated with the Engineering team in the creation of how-to videos for more complex issues.• Trained customers on best practices in Product Management, and collaborated with internal subject matter experts on the creation of customer-facing response templates and articles.• Identified opportunities for improving time to resolution, and collaborated with Engineering, Product and Design teams to improve the UI and UX, anticipate or resolve issues as they arise, and come up with prompt workarounds when needed.• Coordinated communications between Engineering teams across multiple time zones in Europe, Asia and in the USA, involving both internal and external stakeholders.• Generated CRM ticket and Jira issue tracking reports, for the Support team, and for the Customer Success team, compiling and filtering data to determine type and number of issues, inquiry types, ticket volumes, frequency and so on.• Automated, monitored, and improved sales leads generation coming through the Support queues, continuously fine-tuning the automation rules, triage and handoff from Support to Sales.• Led Churn prevention initiatives, including triage, training, negotiations, feedback, and reporting.

San Francisco Bay Area

• Managed client and partner escalations from internal Sales and Media Relations groups.• Performed technical troubleshooting of website issues.• Posted, maintained and modified content on company's corporate website.• Developed and maintained websites for clients.• Built RESTful APIs, ATOM and RSS feeds.• Performed troubleshooting and escalation of web-based service issues.• Updated code on source code repositories (GitHub/Git, CVS)• Documented and maintained knowledge base, policies, and procedures internal pages.• Collaborated with Sales, Newsroom, Media Relations, Product Management, Web Development, System Administration, Network Administration, and QA groups.

San Francisco Bay Area

• Promoted to Senior Support Representative for contributing with new operational solutions and processes for unprecedented business scenarios.• Managed customer escalations from internal Sales and Partner Managers.• Supported customers with various eCommerce platforms such as Autodesk Online Store, Apple App Stores, Google Play App Store, and Amazon.com.• Trained Subscription Center Administrators in User Management and License Management.• Performed troubleshooting, and escalation of web-based cloud software service issues.• Translated and reviewed localization of content for the Brazilian Portuguese language.• Collaborated and managed relationship with Content Management team.• Wrote and updated internal knowledge base articles.• Performed QA testing, and User Acceptance Testing–UAT.• Collaborated with User Experience Design team.• Monitored customer issues through social media channels and online communities.• Managed relationship with Product Management teams responsible for Mac compatible products, and Mobile App's.

San Francisco Bay Area

• Helped division increase user adoption rate from 0% at launch to 80% within 18 months.• Received Managers Choice Award FY09 Q2. • Received Peer to Peer Award FY10 Q4.• Trained partners on Partner Center, a business-to-business e-commerce system.• Trained partners on Partner Portal, an online help system.• Trained internal representatives on Partner Center Help Desk support procedures.• Collaborated with training team in conducting webinars for partners in Brazil.• Collaborated with training team in translating and localizing content for the Brazilian Portuguese language.• Performed QA testing, and User Acceptance Testing-UAT.• Performed troubleshooting, root cause analysis, reporting of system enhancements feedback, and escalation of issues impacting Partner Center, Partner Portal, and Subscription Center systems.• Participated in the pilot program for Global Partner Center Help Desk support across all business regions: Americas, EMEA, and APAC.

San Francisco Bay Area

• Collaborated with Quality Assurance team in analyzing customer interactions, and advising representatives about corrective actions, preventive actions, and processes.• Trained subscription customers on online help tools available through Subscription Center.• Processed order entry, including partner and customer information, serial numbers, and subscription contracts. • Researched and responded to customer inquiries regarding shipments, products, verifications, registrations, activation codes, complaints, login issues.

Full Stack Immersive Program, Web Development

Full stack Web Development immersive program. Web development skills: Languages: HTML, CSS, Ruby, Javascript Frameworks: Node.js.

Certificate, Technical Communication

Certificate, Marketing

Classes In Web Design And Computer Networking

B.A., Economics