Cody White Email & Phone Number

Menlo Park, California, Us

As a Tier 3 Support Engineer, I specialize in handling escalations for the development team and assisting with implementation processes. My key responsibilities include:Escalation Management: Efficiently managing and resolving escalated technical issues, ensuring timely and effective solutions for complex problems.File Processing Implementation: Assisting in the creation and management of file processing workflows utilizing Git for version control and collaboration.Automation Development: Developing automation scripts and tools using Python, Cron, and JavaScript to streamline processes and enhance productivity. This includes creating databases, stored procedures, and managing complex automation processes.Technical Expertise: Providing in-depth technical support and guidance, leveraging extensive knowledge in software development and system operations.My role is pivotal in bridging the gap between the development team and operational processes, ensuring seamless integration and continuous improvement.

Redwood City, California, Us

Dedicated support engineer as well as a technical account manager for the top 5% of customers, this role is purely B2B so working with the C-Suite of larger customers and ensuring that their issues were resolved as well as helping drive engagement.- Lead and created a workflow for all customers regarding enhanced domains for SFDC, this saved the company 2.5 million dollars in work that our pro services team did not have to do.- Lead weekly meetings for the top 5% of customers to assist with engagement of the product and assist with upselling new features coming out from our product team.- Help troubleshoot SFDC issues, log bugs in Jira, and submit enhancement requests.- Took over churn risked customers in order to make sure that their projects were on track and made sure communication was constantly moving via email as well as weekly check-ins on Zoom.- Created new workflows with escalations and on-call using Status Page as well as other APIs that worked into our current communication stack.

Redwood City, California, Us

Was hired as the first manager for support and eventually took over the director job. I built the support team from hiring and training to managing and career growth.- Set up Zendesk for support, this includes reporting to give to the VP as well as the board of directors, on-call rotation, and plugins with other technologies such as Slack/Email/Jira- Worked with onboarding/integrations to help set customer expectations as well as agreed-upon SLA’s- Worked directly with CSMs to help with engagement of the product, churn risked customers, as well as upselling new products and features.- Hired and trained employees on the support team and managed an international team as well as managed our budget for support.- Created premier support which had higher SLA’s working with engineering which eventually made support a profitable department for the company.- Created the SOP for support including SLA’s, Goals, all Zendesk customer facing documentation, and internal articles

Austin, Tx, Us

Support complex issues, troubleshoot problems within various internal and external customers, and configure and maintain software platforms within production environments. Engage in the massaging of data through various scripting techniques, insert data into MS SQL database via TSQL, move data from customers to 3rd party vendors, process improvement, and customer service. -Closed 1400 cases in L1-Took on new corporate cases that involved money moment-Was part of a small team that handled batch resets that required a 30-minute turnaround to find errors

Washington, Dc, Us

Enlisted as a Corpsman and received general medical knowledge before achieving my C school for Radiology Technician. During this time, I was able to lead a small clinic as well help assist veterans inside of a VA setting.-Worked both independently as well as in a team to complete patient’s x-rays -Led scheduling with workflow, time off, and lunches-Trained new techs in positioning as well as how to use the machines

Graphic Design

Philosophy