Chuck Mcintyre Email & Phone Number

Tempe, AZ, US

• Works with up to 10 different cross-functional teams regularly to implement code deployments and testing within project timelines, resolving SDLC tasks and creating proper documentation to mitigate blockers.
• Responsible for cross-training members of the Data Delivery team, ensuring day-to-day tasks are performed at-level for production support.
• Adheres to all security policies and procedures to uphold the highest level of system and data confidentiality, integrity, and availability, including compliance with FCRA, PCI, and GLBA standards.
• Establishes asynchronous communication methods to increase productivity by 5% per week.

Provides day to day oversight of the systems and overall functionality and performance of multiple applications data delivery.

• Handle advanced Virtual Private Server and Dedicated Server technical support escalations, including assisting customers in managing their server; troubleshooting issues with Apache, MySQL, DNS, email services, disk.
• Improved ticket efficiency by trialing and implementing adoption of a new CRM tool within escalated support teams, including 50 cross-functional team members.
• Triaged and resolved escalated support interactions initiating from CEO and executive leadership contacts, assisting high-value clients to regain account access, website or email functionality, and preventing client.
• Collaborated with up to three cross-functional teams to ensure client satisfaction in a single-contactresolution, achieving a 98% customer satisfaction engagement and scoring rate.

• Meet SLA agreements for escalated support of shared, Virtual Private Server (VPS) and Dedicated Linux, Apache, MySQL, and PHP (LAMP) based web hosting environments
• Communicate advanced concepts directly to clients in a way that satisfies a wide variety of needs
• Create and maintain documentation, processes, and tools
• Systemic issue prioritization, management, and resolution for clients on shared hosting services.
• Create documentation for processes to train new hires in the role.

• Meet SLA agreements for escalated support of shared, Virtual Private Server (VPS) and Dedicated Linux, Apache, MySQL, and PHP (LAMP) based web hosting environments
• Consistently perform at the top percentile of escalated support department using a variety of metrics
• Create and maintain documentation, processes, and tools

• Achieved SLA agreements for supporting a Linux, Apache, MySQL, and PHP (LAMP) based shared web hosting environment via inbound customer calls.
• As part of a small team consistently obtain one of the highest aggregate ratings for individual performance metrics

Tempe, Arizona, United States

• Assisted inbound callers address billing related questions, account troubleshooting, and platform support.
• Assisted customers in technical and network troubleshooting to resolve streaming service connectivityproblems.
• Assisted customers in setting up device-specific static DNS; port forwarding; establishing device-specificDMZs; collected DxDiags; and trace routes to identify network disconnects

Tempe, Arizona, United States

• Hand-crafted espresso and coffee drinks, while operating a Point of Sales system to check out guests with efficiency during high-traffic rushes.
• Worked with the FoH team to open the cafe and coffee stand in the morning to ensure proper stock, and to properly close at the end of the day, allowing for easy opening for the next day.
• Followed proper health and safety protocols, including sanitization, and upheld a Food Handler’s Certification throughout employment.

• Assisted individuals that are deaf or hard of hearing with real-time phone conversation transcriptions using Dragon NaturallySpeaking software.
• Upheld FCC security standards for phone call privacy.