Dhani Miller Email & Phone Number

United Kingdom

● Troubleshooting and collaborating cross-functional teams to resolve highly complex software and technical issues● Consulting with clients directly to target root cause and drive timely resolution● Taking ownership of identified technical issues, finding the root cause and resolving issues at their core● Qualifying and determining priority for development issues, communicating business impact to Product Management and Development teams for appropriate triage of high impact issues● Assisting with communication and testing for scheduled maintenances on application infrastructure, feature releases, and major application impacting events

● Trained and mentored less tenured Enterprise Support Analysts to improve their knowledge and skills● Implemented and documented new Technical Processes on platforms such as Confluence● Managed the Jira Escalations queue ensuring that all Jira tickets raised to Engineering were of the highest standard to eliminate pushback and expedite resolution● Primary Support representative for some of Bullhorn’s largest EMEA accounts● Cross-trained to become a SME in Bullhorn Automation

Remote

● Analyzed root-cause application issues, identifying their severity, and proposed fixes● Took ownership of escalations from Tier 1 Support Analysts for more technical and high-priority issues● Utilised REST API / SQL knowledge to troubleshoot and resolve client issues● Owned customer issues from initial report to resolution, collaborating cross-functionally to fix the problem, and communicated with customers regularly regarding issue status● Attended, and, at times, coordinated bi-weekly calls with Bullhorn's top enterprise clients● Collaborated with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering, and Quality Engineering teams● Escalated trouble tickets and priority issues to internal partners when necessary

Remote

● Conducted phone, chat & email conversations within a highly technical environment.● Referenced various resource materials while simultaneously interacting with customers on the phone/live chat.● Performed a broad variety of duties and responsibilities with accuracy and speed and successfully met time-sensitive deadlines.● Consistently achieved & exceeded the established performance metrics for the role.● Took opportunities to upskill in areas such as API & SQL in order to grow technical ability.● Offered support and guidance to colleagues who were having difficulties with pinning down technical issues.● Documented escalations clearly and fully in order to assist senior colleagues and deliver an amazing customer experience.● Took ownership of client issues from initial report to resolution/escalation.

Falkirk, Scotland, United Kingdom

● Created online gaming communities with up to 10,000 registered members.● Developed popular game servers using self-taught Lua, JavaScript, C#, HTML, CSS & MySQL languages.● Analysed and maintained codebase in excess of 300k lines to resolve any bugs or issues in a timely manner.● Worked closely with the community to implement features and content that were frequently requested.● Deployed & maintained Windows and Linux server environments with secure MySQL databases and NodeJS applications.● Dealt with community support queries promptly, including client support issues ranging from Windows or other OS installations to driver & other software/hardware issues.● Moderated multiple online channels ranging from websites to chat based environments such as Discord.● Managed multiple ongoing projects simultaneously.

Falkirk, Scotland, United Kingdom

● Planned and performed live events to audiences of up to 100 people.● Led groups of young musicians through rehearsals and various live performances.● Collaborated with producers, writers and instrumentalists to create music.● Published musical content to YouTube & maintained social media presence.● Handled budgeting, marketing and sales for various events.● Prioritised & organised tasks to handle multiple ongoing projects concurrently

Abu Dhabi

● Taught children from ages 6+ in addition to adult learners how to play musical instruments, along with music theory with the goal of sitting external examinations. Had students take examinations after only 7 months of playing with a 100% pass rate.● Prepared report cards on a termly basis to keep parents/guardians updated about their child’s progress.● Travelled to various schools to give presentations and interactive sessions with school children anddrawing in potential new clients in the form of school contracts.● Undertook various administrative tasks such as maintaining IT systems, registering new students,updating and maintaining spreadsheets & company website, and keeping track of inventory and finances.● Handled receptionist duties in periods of employee absence, which included dealing with incoming mail, telephone and email inquiries along with stationary orders and other administrative tasks.

Manchester, United Kingdom

● Taking calls from prospective customers with a bright and bubbly attitude.● Built trust and rapport with prospective customers, through providing excellent service.● Multi-tasking with multiple computer systems open at any given time, in order to enter customer details, find any relevant information and provide them with the highest possible service as fast as possible.● Had clear targets and goals drawing from a range of KPIs.● Fast paced work environment with strict time frames and many regulations which were imposed by the Financial Conduct Authority. Compliance was key.

Master Of Arts (M.A.), Music Performance

Bachelor'S Degree With Honours, Music

Education record