Chandra Scipio Email & Phone Number

· Provide First Class Advanced Email technical support to Twilio SendGrid Email customers world-wide.· Work closely with the Leadership team to identify new processes and procedures, recommend improvements to existing processes and procedures, and write processes for the Email Support team using Confluence Wiki, · Write technical KCA documents and review KCA documentation for the TSE team members for editing and publication.· Provide On-boarding and on-going education for TSE1, TSE2, TSE3, and Team Leads.· Create and present process education and technical education on SSL for support team members.· Receive escalations of complex customer issues from TSE1 and TSE2 support team members.· Coach, guide and assist team members during ticket review meetings multiple days in the week and via Slack technical rooms. · Skilled at troubleshooting complex email problems such as Deliverability (Throttling, Bounces, Blocked Emails, Spam Folder Delivery, Marketing campaigns, Sender Authentication Setup and SPF/DKIM/DMARC troubleshooting using Mxtoolbox,,SSL, SSO, and provide Email Header Analysis.

Atlanta Metropolitan Area

Directed sub-team of 18 Software Support professionals in team lead supervisory role to enhance morale and motivate team members from all backgrounds. Supervise daily, weekly, and monthly scheduling and business and process changes impacting team operations. Review and evaluate potential candidates’ resumes from a technical perspective to assist manager with hiring decisions. Proactive in change management across teams within WebSphere Cloud organization. Analytic problem solver committed to providing optimized solutions to clients.

Atlanta Metropolitan Area

Processed inbound and outbound technical support calls for IBM WebSphere clients worldwide to provide installation, configuration, education, and defective product support to help clients meet project deadlines. Resolved problems and promoted customer satisfaction through creation and management of Authorized Program Analysis Reports (APAR) to track software defects for development to provide client fixes