Cole Sylvester Email & Phone Number

New Haven, Connecticut, United States

East Hartford, Connecticut

• Analyzed and maintained diverse computer and network systems, providing customized solutions in networking, maintenance, programming, and computer system sales• Managed and implemented tailored software packages for clients, assembled and designed bespoke Windows-based desktop and server systems, and created and maintained client websites using WordPress• Enhanced website SEO and accessibility, and developed Python automation scripts to improve client workflows• Played a key role in business development and acquisition of new clients, including law firms, municipalities, and country clubs, by delivering tailored IT solutions and exceptional customer service

Middletown, Connecticut, United States

• Ensured leadership teams were consistently informed about new cloud based product launches, though weekly status emails and ad hoc product demos; aligning each launch with departmental and corporate strategic objectives• Reduced product launch delays by several weeks and increased CSAT scores by 20% for new products by developing and refining a new process for managing the final stages of product launches, improving transparency for both Toast customer support and internal sup- port operations• Collaborated with enablement teams to design and implement diverse training strategies and materials, resulting in a significant increase in agent knowledge scores• Launched 10 high-profile product launches while effectively cross-collaborating with R&D and Marketing to develop product launch strategies• Created Toast’s Incident Response Playbook, a critical resource used during customer-impacting outages or incidents by both internal and customer-facing teams• Reduced inbound customer support call volume by over 30% by developing and deploying SalesForce features and integrations including AI customer service tools and routing

Rocky Hill, Connecticut, United States

• Led the transition of the Digital Team comprised of eight PM’s and developers as their own arm of the Delivery Team which enhanced resource prioritization and staying within scope• Managed over 250 concurrent client website and web application projects annually, overseeing all phases from planning to launch• Increased digital project capacity by 80% by innovating and redesigning work intake processes and resource management flow• Utilized Agile and Waterfall methodologies to develop and maintain streamlined workflows across the company, ensuring efficient, timely, and high-quality deliverables• Developed comprehensive technical documentation for web applications, Salesforce, and WorkFront integrations and builds• Ensured project deliverables adhered to schedules while adapting to evolving client and resource requirements, utilizing Jira tools and detailed reporting

Berlin, Connecticut

• Oversaw 3 developer teams comprised of 3-4 resources each, and managed resource allocation efficiently using Jira and Monday.com, optimizing workflow and project outcomes• Achieved a 95% on-time release rate for software deployments across multiple concurrent projects, ensuring timely completion while adapting to evolving client and development needs• Bridged communication between client needs and developer teams, facilitating a clear understanding among internal resources and external stakeholders• Developed and continuously maintained updates to technical specification documents for proprietary web applications• Spearheaded the migration and redesign of client websites from legacy platforms to modern architectures, significantly enhancing SEO and accessibility ratings from a handful of pageviews a month to several hundred in the first 3 months

Cromwell, Connecticut

Farmington, Connecticut, United States

• Provided white glove service to over 30 customers a day to resolve Apple hardware and software problems while consistently ranking as a top technician in the northeast region• Mentored new Apple Store employees on how to effectively deescalate and resolve customer issues and provide quality customer service