Christopher Ross Email & Phone Number

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

-Developed and facilitated virtual and face-to-face trainings to educate institutional clients on operating and administering the AvidXchange software suite.-Designed detailed, client-specific instructions and guides to support the train-the -trainer model for scalability and ongoing support.-Performed extensive product testing to ensure complex, client-specific needs were ac- counted for and working as designed. Collaborated with project manager to determine best software configurations for client and to troubleshoot issues.-Directly responsible for leading and maintaining project momentum, assessing project risks, solving for possible roadblocks, and setting timelines.-Managed a workload of 20+ projects while balancing project timelines, meeting due dates, and serving as the primary or secondary point-of-contact.-Mentored new teammates on problem solving, instructional design and positioning. Served as a subject-matter expert for institutional training. Both shadowed and reverse shadowed teammates to provide constructive feedback and ensure project quality.-Responsible for biweekly training meetings created to educate teammates on new pro- cesses, software offerings, and improvements.

-Resolved all issues related to software products used at our corporate offices and dealerships that could not be resolved through the Level 1 Helpdesk-Partnered with engineering and development teams on any outstanding issues that did not have a clear resolution-Provided Quality Assurance testing for new software release and bug fixes-As Incident Coordinator, monitored runtime and performance of critical systems and servers-Facilitated company wide emails and communication pertaining to system outages and maintenance-Tracked reoccurring issues and provided clear documentation and follow up until is- sue resolution was confirmed-Created and maintained support documentation and knowledge base articles

Charlotte, North Carolina

-Facilitated new technician technical training and administered certification testing. Conducted ongoing training for all technical staff on new products, software, and re- pair techniques-Managed the Genius Bar to ensure technicians were on time and provided the correct solutions and repairs. Resolved customer service issues and partnered with customer for solutions that met their needs-Partnered with leadership to change processes and procedures to better serve customers and employees. Worked with employees to develop career paths to ensure their personal long and short term goals were met

Charlotte, North Carolina

-Provided insightful, professional, hands-on technical support for Mac, iPhone, iPad, and iPod product lines-Partnered with engineering to report and return all early field failures for analysis and reverse engineering-Managed a schedule of appointments to ensure timely service

Charlotte, North Carolina