Cody Davis Email & Phone Number

• Acts as a Tier 2 escalation point for advanced customer issues
• Assists with all support cases during periods of heavy volume
• Leads support efforts for customers who have been determined to have Critical value
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams

Brook Park, Ohio, United States

• Agile team approach to transforming business change and customer experience with minimal disruptions to over 40,000 businesses
• Organizing and maintaining an average of four ongoing projects at a time through JIRA
• Administration of SAP Business Objects scheduled and ad-hoc reports containing commercial transaction monitoring data for the Global Business Network Organization
• Utilizing advanced Microsoft Excel functions such as Pivot Tables, Power Pivot, VLOOKUP, and automated macros to streamline daily functions
• Self-taught Power BI expert for occasions when data sets exceeded one million entries
• Principal subject matter analyst for Voice of Quality CX improvement programs

Brook Park, OH

• Lead efforts in implementing best practices to accurately capture business metrics
• Participated in business-wide project to reduce manual intervention
• Systematically reduced service defects through internal process improvements, utility enhancements, and internal training programs
• Collaborating with product development and customer care to increase customer QoL
• Authored, tested, and implemented automated Oracle Business Objects KPI reports for support leadership, making a tremendous impact on reduction in resolution times
• Increased usage and accuracy of customer satisfaction surveys by showing the downstream benefits compared to the time taken in completing them

Brook Park, OH

• Escalation support and Incident Management for over 300 customer accounts
• Managing Critical Customer Accounts as requested
• Participating in testing, documentation, and review for new products
• Providing internal and customer-facing training sessions for OpenText products
• Reviewing defects of Service Level Agreements defined by client contracts
• Creating and maintaining common-use SQL queries in Oracle Siebel

Brook Park, OH

• Provide managed services support in English to customers and their business partners
• Monitoring proprietary B2B e-commerce applications and communication systems
• Immediate response and resolution of system or customer-initiated incidents
• Data tracking in all OpenText managed services systems
• Communicating with customers and other OpenText organizations to gather information and provide status updates about incidents and problems

Champion, OH

• First tutor to specialize in programming technologies
• Aided students in the studies and practices of information technology
• Guided students in studying and committing knowledge on their own
• Hosted tutoring sessions with traditional and non-traditional students, including handicapped and elderly students
• Assisted in compiling an online resource page for campus-relevant technology
• Walked fellow tutors through using computer-based resources for on-the-job purposes

Bachelor'S Degree, Computer Technology/Computer Systems Technology, 3.67 Gpa

Activities and Societies: Kent State Learning Center - Tutor and Mentor of Computer TechnologyOperating Systems and Networking Technology.

Associate'S Degree, Business/Commerce, General

In addition to the details included under my Bachelor's Degree: Elective coursework includes earth sciences, geology, geography.