Christopher Vickery Email & Phone Number

United States

Raleigh, North Carolina, United States

Developing IP and media projects with small, agile teams. Managing production for ongoing projects. Wearing all hats at every stage from writing, to previs, to production, to post.

United States

Product Manager for our Platform engineering teams including: Shared Backend Services, Integrations, Account Admin Experience, and Design System.- Led product strategy for unification of our product experiences.- Built a new centralized Account Administration experience to manage users, flows, and integrations across a growing product ecosystem.- Built cross-product navigation to increase adoption and expansion.- Developed roadmap for implementing enterprise-ready auth patterns for a multi-product ecosystem.- Founded the Unified Experience development team to spearhead efforts to streamline our growing product footprint.- Facilitated cross-functional development across multiple product team requirements from the vantage of platform services and components.- Built product support flows to align across products.- Aligned product strategy with Senior Director and VP of Product to meet business objectives set by our executive team.Day-to-day responsibilities:- Stakeholder management- Discovery and Market Research- Release management- Roadmap development- Data and Usage analysis- Customer comms and in-product training/learning opportunities- Documentation

Raleigh, North Carolina, United States

- Piloted the role for support engineering as liaison between product, engineering, and customer success teams- Established strategic documentation and vision for best practices in troubleshooting and triage in escalation support- Built escalation procedure from customer facing teams to engineering to validate support issues and prioritize between break/fix, product enhancements, and roadmap deliverables- Onboarded Zendesk for multiple departments, including business rules, routing, and automation- Built and maintained Jira boards and workflows for cross-departmental collaboration on support delivery and resolution- Defined a supportability framework to pilot best practices for documentation of supported use cases for new product development- Stood up support engineering team with first foundational hires- Drove success and adoption for strategic customers and internal teams in service delivery and technical consultation- Consulted with 3rd party development partners on platform best practices and supported use cases- Led a team of 2 support engineers from onboarding to service delivery and strategic initiatives for the company- Developed Panic escalation procedure, comms, and incident management in collaboration with engineering and customer success leadership

Raleigh-Durham, North Carolina Area

-Developing documentation to formalize training and support processes, as well as defining procedures for supporting integrated applications with a notorious track record of problematic performance-Performed code deployment in conjunction with our development partner for our Java application on a Linux server.-Monitor servers and automated jobs for production outages, fileage alerts, and other services.-Scripted basic applications and automation on production servers to optimize performance for critical business functions-Reviewed code in Java, Visual Basic, and C# to perform root cause analysis on failures for internally developed tools.-Production SQL read/write access to application-specific databases. Performed data-validation, updates, and diagnosis for internal customers.-Primary point of communication between business owners, development teams, other support teams, and end-users through new releases, break/fix, and production issues.

-Resolved customer and internal reporting tickets with production database access using SQL and Linux Command Line. Generated custom reports to provide data and guidance to directors and VP-level leadership.-Tested internal tools directly for the integrations development team to support API, SSO, and LTI configurations including QA and code review via JIRA and Slack.-Oversaw technical implementations for a product that grew from 419 accounts to over 1000 in a 4 month period. Operated on both a direct customer support and strategic analytical level to ensure the company developed tools to support growth sustainably.-Created internal documentation and training to equip internal teams with best practices and tools to respond to Auto-Roster customers without requiring intervention from other teams.-Designed customer-facing documentation with the CSE team to update technical specifications based on customer needs and internal feedback.-Built the internal team webpage for two teams, along with PDF training guides and presentations to train permanent and temporary staff on internal tools and procedures.-Reported directly to the manager of Account Services, Director of Technical Support, and the VP of Customer Success to manage top tier accounts and lead other team members to success with their accounts.-Developed a new position to facilitate customer success and inter-team procedures as a technical expert and consultant for customer implementation.-Defined the new workflow between the Account Services and CSE team for Auto-Roster customers to minimize points of contact and reduce downtime for Auto-Roster solutions and implementations.

-Primary point of contact for prospective and existing customers exploring vendor integration opportunities.-Acted as a sales technician when communicating with data and technical teams from school districts and educational organizations.-Provided frontline support to internal teams when assisting customers with user provisioning and Single Sign On (SSO).-Trained internal teams on tools and objectives from Project Management and Engineering teams.-Built documentation and resources for internal and customer consumption regarding the user provisioning and SSO process.

Morrisville, North Carolina

Wake Forest, North Carolina

- Developed Curriculum for modern media and technology education in a high school environment.- Facilitated growth in a highly differentiated classroom setting, with a focus on engaging traditionally low-performing students.- Produced high quality content packages in the form of news broadcast, live sports broadcasting, and film media with teams of students across age and experience levels.- Maintained the budgeting and supplies for fully equipped classroom studio.