Austin Smith Email & Phone Number

Salt Lake County, Utah, United States

New York, United States

• As an Agile Technical Project Manager tasked with owning various efforts to benefit the New Classrooms organization, and its products from conception to implementation, I have:
• Implemented an Agile approach throughout the organization, including all relevant ceremonies such as daily standup, sprint planning, sprint retro, backlog refinement, and program increment events.
• Managed the project to fully rebuild both the back end and front end of our main product, a web app called Roadmaps.
• Managed the project to migrate our Atlassian instance from the server to the cloud.
• Worked closely on a daily basis with both internal and external stakeholders in order to achieve success and deliver projects on time.

Salt Lake City, Utah, United States

• Launched Customer Support team for Netflix Games. Researched bugs and poor player experiences in 20+ titles, created self serve resources for customers, recommended bug fixes to developers
• Investigated complex technical issues impacting the Netflix service using a suite of tools including Jira, Confluence, Tableu, Kibana and Zendesk. Documented findings and recommendations.
• Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.
• Researched complex system issues and advanced troubleshooting procedures using internal documentation, knowledge base, manuals, forums, wikis, troubleshooting guides, and search engines.
• Coordinate and assist Customer Service responses to global service issues and outages.
• Provide insightful requests for enhancements to tools and processes that maximize efficiency and value.

Salt Lake City Metropolitan Area

• Developed and implemented Mentorship Program for new hires across a department of approximately seventy individuals.
• Researched root causes of problems and recommended routes to resolution in order to increase efficiency and ease of use across global support and customer networks.
• Proficient in Elasticsearch, technical troubleshooting, binary exclusion and information gathering.
• Led Inclusion and Diversity Groups as well as the Netflix Salt Lake City Extra Life (Children’s Miracle Network) fundraiser.
• Developed Pod Structure for work management for 40 individuals which was later implemented across the division internationally
• Handled urgent requests from the network concerning product uptime and BPO site uptime as an Incident Responder for 1,500+ hours

Salt Lake City, Utah, United States

• Supported a customer service network consisting of over 6,000 individual agents across 20+ BPO sites worldwide
• Researched root causes of problems and recommended routes to resolution in order to increase efficiency and ease of use across global support and customer networks.

Draper, Utah

• Managed teams for several projects including Blurb and Vonage Technical Support. Supervised teams of 15-40 agents at any given time.
• Facilitated team building and morale improvement.
• Managed payroll, coaching, continued education related to business operations, and analytic insights.
• Presented data to supervisors and clients including weekly, monthly, and quarterly business reviews.

Draper, Utah

Answered phone calls and performed troubleshooting on VoIP systems for small business owners. Facilitated networking as well as interpretation of Session Initiation Protocols.Ensured a stable connection on Digital PBX VoIP systems.

Magna, Utah

• Supervised a team of agents in order to meet and exceed company standards.
• Managed schedules and payroll as well as all performance indicators.

Magna, Utah