Austin Thao Email & Phone Number

Buford, Ga, Us

I optimize customer DevOps Architecture with Armory Spinnaker, by providing expert consultation, onboarding, documentation, and support, while contributing to internal workflow development and driving product adoption through Proof of Concepts and Demos.Responsibilities:- Reviewed and enhanced customer DevOps Architecture for performance and efficiency.- Consulted clients on best practices for utilizing Armory Spinnaker to ensure optimal results.- Successfully onboarded customers onto Armory Spinnaker by ensuring a smooth transition and implementation.- Documented the Armory Spinnaker platform, covering both theoretical aspects and edge case applications.- Played a key role in assisting Customer Support and Sales Engineer teams as a critical point of escalation.- Created and optimized operations workflows and processes, fostering efficiency both internally and across departments.- Contributed significantly to winning expansions and driving product adoption by creating impactful Proof of Concepts (PoCs) and engaging product demonstrations.

United States

I optimize customer DevOps Architecture with Armory Spinnaker, by providing expert consultation, onboarding, documentation, and support, while contributing to internal workflow development and driving product adoption through Proof of Concepts and Demos.Responsibilities:- Reviewed and enhanced customer DevOps Architecture for performance and efficiency.- Consulted clients on best practices for utilizing Armory Spinnaker to ensure optimal results.- Successfully onboarded customers onto Armory Spinnaker by ensuring a smooth transition and implementation.- Documented the Armory Spinnaker platform, covering both theoretical aspects and edge case applications.- Played a key role in assisting Customer Support and Sales Engineer teams as a critical point of escalation.

San Mateo, California, United States

Led the establishment and optimization of support operations, including the creation of a new Support Team, implementation of a support ticketing system, resolution of product-related issues, continuous 24/7 On-Call participation, and contributions to product documentation and Support Operations workflows.Responsibilities- Facilitated the establishment of a new Support Team.- Developed and implemented a ServiceNow ticketing system.- Provided assistance to clients in resolving product-related bugs and issues.- Engaged in a 24/7 On-Call rotation to ensure continuous support availability.- Contributed substantially to the creation and enhancement of product documentation.- Formulated and executed Support Operations workflows for efficient team coordination and issue resolution.- Developed processes to capture key metrics to continuously improve Support Operations (OKRs, CSATs, SLAs, etc)

Santa Clara, California

Technical Support Engineer tasked with assisting customers and contributing to the user experience of the NOW Platform.Responsibilities:- Ticket management via ServiceNow- Continuous adaptations of new applications such as Walk-Up Experience, Flow Designer, and Agent Workspace- Training peers on contributing to the Troubleshooting Knowledge Base- Subject Matter Expert in Workflow, Service Catalog, & Knowledge applications- Answering and resolving community questions- Recording bugs and issues within the NOW platform

Seaside, California

Create and maintain a digital signage system.Responsibilities- Data flow management *Google Script- Computer maintenance *Linux- Website development *Node.js, CSS, Jade, JavaScript, & HTML- Database and content control- Feature integration testing

Marina, California

Sales Associate responsible for electronic sales, customer service, and online orders.Responsibilities- Provide customer service- Organization and inventory control- Cashier- Online order processing- Photo kiosk management

Education record

High School Diploma, General Studies