Cody Oneil Email & Phone Number

United States

Work with both clients and team members on requirements and processes definition, in a variety of complex situationsFacilitate business requirements analysis and functional design work sessions, including creating business presentations, communications, and documentation Write technical stories in JIRA/confluence using industry standard notations Create functional requirement and scope documentation, creating templates where necessary, or using existing templatesParticipates and collaborates with other teams to ensure successful planning sessionsConstructed and tested xml requests for product specific features

Advanced from Support Technician to Assistant Manager of Advanced ServicesWorked daily with escalation team members to coordinate and solve complex issuesResponsible for solving technical issues and working directly with software engineers to ensure complex customer issues are resolved as expediently as possibleWorked with management to identify team members with technical strengths and coach toward higher potentialDevelop documentation for testing and troubleshooting of supported services with MySQL databaseProactive in working with team to prevent support issues before they are realizedPrimary escalation for technical issues that borderline or exceed software support