Clicktale acquired by Contentsquare July 2019

* Support Pre-Sales & Post-Sales process and answer detailed questions on the technical aspects of the solutions - architecture, operation, and capabilities* Give demonstrations of the software, explaining the benefits of its various features* Configure Glassbox solutions via mobile SDK, desktop and mobile web to connect to data sources and customize platform to meet highly specific customer needs, particularly for data retrieval and insight* Provide ongoing phone/email/WebEx support on a 24/7 basis as part of the Global Customer Support team* Provide answers to clients by identifying problems; researching answers* Deliver technical training's, product demonstration & workshops* Improve system performance by identifying problems; recommending changes* Provide feedback and insights to the business and R&D teams* Derive and disseminate best practices to help drive customer adoption of Glassbox products and services

* Tealeaf Administration and day-to-day operations that include regular investigation / find and fix for both the different domains and system issues. * Manage the Tealeaf Platform – data capture, platform toning, troubleshooting and resolving issues, and automation of reports and alerts* Managing session replay configurations and privacy masking.* Manage Tealeaf hardware infrastructure (patching, updates, restarts)* Negotiate and prioritize requirements with the business and IT to meet the core objectives while reducing development complexity and cost* Communicate the Tealeaf success stories and platform opportunities to Sr. ManagementManaged and completed our Tealeaf upgrade from 7.2 to 8.7 and 8.7 to 9.0.2Atlassian JIRA and Confluence administration involving creation and management of custom, complex projects, workflows, security schemes, custom fields, dashboards and reports configurations. Install, configure, maintain, administer, and enhance Atlassian JIRA and Confluence* Lead minor and major JIRA/Confluence upgrades as well as schedule and coordinate maintenance for systems* Train, guide, and assist end-users in use of JIRA/Confluence* Install and manage and administer Jira add-ons, plugins, and extensions such as AGILE, Service Desk, Confluence Questions, Jira Email This Issue (JETI)* Create, maintain and support dashboards and advanced filters for end users reporting capabilities* Provide User Management and support for over 1200 users, manages system access across groups to ensure compliance and maintain best practices as well as train users on JIRA/Confluence* Collaborate effectively with other technical teams to exploit new technologies to enhance the applications and service infrastructure* Perform requirements gathering, business process workflows, and determine ways to improve the JIRA/Confluence based workflows and processes in place as well as identify where functionality can/cannot meet user requests

Assisted with implementation of IBM Tealeaf modules, Optimizations, Events, Alerts, Dashboards

* Monitor system & application performance on a daily basis for all of dotcom* Tealeaf Administration / configuration /analytics for all areas of Dotcom and Enterprise* Administration Atlassian Crowd / Jira / Confluence instances* Assist with data flow within all CMS in Dotcom* Troubleshoot content issues with Bestbuy.com* Omniture monitoring (used to validate data and reports in Tealeaf and the same from Tealeaf to Omniture)* Assist with website performance, and availability* Work with dotcom teams on projects, issues, product launches* Administer content/data systems for all of dotcom

* monitored system & application performance on a daily basis. Coordinated and implemented call resolution activity with help desk.* Assisted department in identifying potential problems and resolutions with regards to all credit & fraud systems & applications.* Worked with enterprise server group, telecommunications, IT, 3rd party vendors to regularly maintain systems & applications.* Coordinate and make sure back-up procedures are in place & operational. * Assisted with the design and implementation of all new credit & fraud systems & applications. * Fixed/replaced hardware & software as needed throughout the department.