Chris Whaley Email & Phone Number

New York, US

Tel Aviv, IL

• Established and managed Bringg’s 24/7/365 Support team in Tel Aviv, Chicago, and Kyiv that provided a 9 min first response time, 22 hour resolution time and a 97% CSAT score
• Coached leaders of leaders and grew the Support team from 7 to 22 and led the company in lowest rates of attrition and highest rates for diversity, promotions, and career development
• Worked directly with customers at management and exec-level to build and deliver mission-critical support programs and SLA’s for international organizations
• Analyzed and developed case management procedures including processes for updating tickets
• Collaborated and communicated with customers; escalating issues to the Engineering, Operations, and Success teams in order to provide our customers with world-class service

Tel Aviv, IL

• Troubleshoot complex, operationally-critical situations in a high pressure environment
• Located and analyzed REST API request JSON payloads to better understand complex issues
• Use software such as Kibana, Postman, and Redash to provide L2 and L3 support for enterprise level customers

Chicago, Illinois, US

Chicago, IL, US

• Established and managed a team of five people that provided 24/7 support across three markets
• Led Support team to exceed OKR goal by maintaining metrics of a six minute response time, ten minute resolution time, and a CSAT score of 4.9 across 600 daily tickets
• Spearheaded implementation of QR code-based time clock feature to alleviate systemic data inaccuracies; resulted in vastly improved end-user check-in experience and decreased payment processing costs
• Created standardized SMS messaging guidelines to abide with FCC rules and regulations
• Queried data on the worker funnel to target active users using Mode, SQL, and Google Sheets
• Developed standardized playbooks for frequent inquiries by app users and customers

Chicago, IL, US

• Launched Uber Works app into production with Engineering
• Installed weekly app builds to test devices via Apple Configurator 2, Xcode, Git, and Android Studio
• Performed functional, exploratory, smoke, UI, usability, compatibility, regression, installation, and A/B testing on Android, iOS, and web platforms
• Partnered with Operations team to implement feature requests from customers and Operations team
• Developed, maintained, and improved test cases for new features, updating existing test cases
• Compiled bug reports via Asana and JIRA when failures occurred during testing

Chicago, Illinois, US

• Installed corporate Ubiquiti network including internet gateway, switching, and WiFi deployment for a 35,000ft² industrial distribution office
• Project managed procurement of AV hardware and installation to launch Zoom in conference rooms

New York, NY, US

• Managed a team of five technicians, network engineers, and help-desk employees providing support to 600+ users spanning 13 separate agencies
• Partnered with CIO to setup, deploy, and maintain hardware using Jamf for all North American colleagues as they were onboarded
• Streamlined asset management and inventory for over 10,000 assets which led to significant budget savings
• Supported executives with customer facing presentations to celebrities, external executives, and decision makers
• Built freestanding and interactive display booths to create awareness for social causes on company’s premises
• Managed all office Crestron, Soundcraft, and Shure AV equipment, including conference rooms and large event spaces

San Francisco, California, US

• Led East Coast and Canada IT team as primary technician
• Handled requests from executives and their respective staff pertaining to both data collection and time sensitive matters, locally and globally
• Managed 60+ conference rooms outfitted with Zoom capabilities and ensured AV hardware was functioning optimally
• Deployed and maintained Dialpad VOIP phone system
• Provided global support via JIRA ticketing system and workstation management with Chef
• Administered user access via Active Directory to applications and services

Cupertino, California, US

• Performed real time troubleshooting and provided technical solutions customers
• Developed triage and troubleshooting guidelines for the Genius Team, increasing successful repairs and reducing return “looper” repairs
• Improved Genius team’s commitment to 1-day turnaround time by teaching repair strategies
• Chosen to facilitate “Core” trainings and mentor new hires because of highly effective hardware repair strategies and best practices

Cupertino, California, US

• Conduct functional, performance, and conformance testing to pinpoint failures in products
• Create, track, and manage bugs, isolating issues to the affected component
• Apply functional verification of modular components to confirm technical faults
• Collaborate with engineers to plan and perform component testing

Cupertino, California, US

• Troubleshot and replaced faulty iPods, iPhones, and iPads at iPod Bar.
• Knowledgable in converting and transferring data from PC’s to Apple computers.
• Developed company-wide best practices to import data from Windows machines to Macs
• Provided one-on-one training to customers with widely diverse technological backgrounds
• Mentored new and prospective technicians

Cupertino, California, US

• Participated in iPhone launch on June 29, 2007
• Presented customized complete technology solutions based on customer needs
• Connected business customers to specialized services in response to business needs
• Partnered with leadership to increase communication, recognition, and development time
• Implemented changes designed to create a better employee experience
• Coordinated and led youth Field Trips and Apple Camps

Bachelor Of Science (Bs), Environmental Science

Associate Of Arts (A.A.)