Eric Lantz Email & Phone Number

New York City Metropolitan Area

- Develop Python-based desktop application using Tkinter, merging 12+ information sources into single, human-readable format, reducing configuration lookup time by 70% leading to enhanced productivity & workflow efficiency!- Spearhead creation & design of automation tool using WalkMe software to reduce incorrectly routed emails by 80%, optimizing customer support workflor & improving agent response accuracy. - Collaborate with Tier 1 support teams to escalate & address unresolved technical problems, streamlining issure resolution process by (what actions streamlined this process) to improve service efficiency.- Facilitate comprehensive technical training for globally-disbursed teams, training 7 international support team members in technical support protocol to standardize agent processes.

Remote

Successfully completed 12-week 500+ hours of expert-led instruction in JavaScript, HTML, CSS, React, Python, API Integration, and more, plus hands-on-learning of Object-oriented programming fundamentals using the basic ideals of the agile development workflow. Developed projects, including: -Dinr (M.E.R.N Stack) – A tinder themed app that allows for finding and matching with local restaurants to see menus, deals, and important info. Built using React and MongoDB with Express.-Set Card Game: Built with Javascript, HTML, CSS –An online version of the Set Card Game.-Out and About 5 (P.E.R.N Stack): A scavenger hunt dedicated to a person’s local area. Receive a list of 5 different locations from a variety of categories including restaurants, local parks, etc and get points for going to these locations! Built using React, PostgreSQL, Leaflet, and OpenStreetMap API.

Remote

• Devised three specialized commands for support agents within proprietary software using C#, one of which provided agents with 8+ real-time customized replies, increasing efficiency & reducing response times by 25%.• Diagnosed & resolved complex 200+ software & hardware issues monthly, troubleshooting client issues virtually, providing technical support & escalating severe issues via company’s ticketing system.• Assisted QA (Quality Assurance) in testing and tracking employee identified bugs.• Developed a deep understanding of our product to a proficiency that could help improve customer experience and create a supportive, knowledgeable product base for them. • Streamlined and automated a customer contact guide from a 12+ page spreadsheet over multiple files down to 4 pages with little to no external calculations or reference needed. • Participated in an engineering mentorship program where I was able to do experiments in my own development environment of our software. • Resolved issues during customer-led events by listening to their concerns and fixing their technical problems as well.• Gave product tours and used customer acquisition strategies to send leads to the sales department as part of a cross-functional team.

• Engineered interactive WordPress training platform with personalized learning paths; enhancing user experience & boosting training completion timing by 35% over previous platform.• Serve as liaison between the development team of a SaaS application and customers including AbbVie, Prologis, and Yelp. Also provided hands on training and showed best practices for the companies as they started using the product. • Developed materials and used my teaching skills to for digital adoption platforms.• Created internal tools to improve user experiences, per customer requests and client-provided parameters.• Used customer analytics to evaluate trends and provide suggestions and enhancements for the developer of our SaaS product. • Observed, evaluated, and tested customer-facing features of a software as a service (SaaS) application.

Master'S Degree, Computer Science, 4.0

Relevant Coursework: Algorithms & Computer Theory | Computer Science with Java | Front-End Development | Development Libraries | Back-End.

Certificate, Software Engineering Immserive

12-week intensive course that build fluency in full-stack web development with emphasis on work-ready skill set.

Bachelor'S Degree, Psychology, 3.5

Activities and Societies: Club Tennis