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• Acts as a subject matter expert in more than one area of the product• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations• Proactively looks for ways to improve processes and innovate the support experience• Builds relationships and partnerships with other ScienceLogic teams• Mentors and trains new team members• Proactively shares information and expertise regarding recent fixes, and best practices• Provides on-call and shift coverage as required

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• Delivering regular KPI tracking reports regarding automation and work reduction efforts• Providing deep analysis of subjective customer requests to create use cases for product enhancementCustomer Hotline Routing Improvement• Analyzed all aspects of the 24/7 customer hotline system using Cisco CUIC• Directed the Cisco IT team in overhauling the system to reflect the company structure• Ensured every line-in had a valid menu, primary team, and overflow targets• Placed hundreds of test calls to validate changes• Created weekly incoming call and attendance reports for all 26 OpenText support teams• Worked directly with the Vice President of Global Business Network in a top-down approach to smooth over the channels of communicationProject Pegasus• Subject matter expert and analyst for migrating assets from Siebel to ServiceNow• Retrieved, analyzed, cleaned, and standardized customer account data• Administrative level changes and merging of tens of thousands of duplicate Siebel accounts enabling safe and accurate transition to ServiceNow• Providing ad-hoc, monthly, and quarterly reports of progress • Participated in ServiceNow user interface and functionality testing

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• Monthly KPI progress reports on all ongoing efforts to OpenText extended leadership• Assisted efforts to integrate the Liaison Customer Support team post-acquisitionCustomer Self-Service Project• Personally prepared and presented custom-tailored self-service training for OpenText’s 12 highest volume customers, leading to a 20% reduction in requests over six months• Wrote, recorded, and edited 18 standardized short videos showcasing basic features and functions of customer facing self-service portals• Trained support teams to provide self-service materials to customers when appropriate• Collaborated with development and integration teams to provide enhancements to web-based self-service portal search capabilitiesOpenText Knowledge Centered Support• Received OpenText KCS certification and KCS Coach certification• Authored vital education material for both internal and external consumption• Alignment of escalation process between support and product teams • Provided education materials to support teams, reducing the overall number of escalations while improving the quality of valid escalations

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• Curator of organization-wide client documentation using SharePoint • Leader of customer outage reconciliation & preparation sub-team

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• Proctored and filed student tests• Greeted guests and assisted them in locating the proper tutor for their needs

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.