Eric Sylvia Email and Phone Number

Work with strategic customers, Executive team, and other key stakeholders to define the SHI One Product Vision and StrategyWork closely with Architects, Development Managers, and other members of the Product Team to provide clear understanding of the roadmap and what is needed from each team to ensure successful executionEnsure the SHI One roadmap provides continuous value to existing users, while also facilitating strategic sales and marketing initiativesDevelop a pricing model, and track profitability of offerings over the total lifetime of a customerWork closely with a large and diverse group of stakeholders to understand and prioritize feature requests, and ensure they are appropriately incorporated into the roadmapPerform competitive and market analysis, adjusting the roadmap as needed to ensure continued success

Collaborate with the SHI One Product Team, internal & external stakeholders, Architecture and Engineering teams to define the product strategy and roadmap, including prioritized features and corresponding justificationsResponsible for the product planning and execution lifecycle including gathering and prioritizing requirements and defining vision of SHI OneCollaborate across the organization with Engineering, Sales, Support, and Marketing to ensure customer satisfaction goals are exceededWork with the Architecture Team & Engineering teams to ensure features deliver high value to both users and the businessWork closely with Engineering using Agile methodologies, acting as both Product Owner and Scrum MasterRun beta and pilot programs with early-stage features to collect customer and internal feedbackPerform competitive analysis to ensure a full understanding of relevant markets, competition, and customer requirementsAssist with various trainings and demonstrations related to product and service offeringsMeasure service delivery of offerings in order to ensure a high standard of quality and provide recommendations and action plans to improve where needed

Work with internal & external stakeholders to understand requirements, priorities, and business value driversProvide clear and detailed documentation to facilitate and support of successful delivery of products and productized servicesDevelop user stories and define acceptance criteria and ensure they will deliver the product roadmapPartner with Engineering to refine work items and carefully plan sprints, ensuring over 90% of the work committed in a sprint will be completed within that sprintServe as a customer facing resource that performs hands-on business analysis, including requirements gathering and planning via various methods, including workshop facilitationSupport the creation of design specifications and ensure coverage of requirementsAdvise the Software Architects on design choices and their associated impacts to customer requirements, ensuring that processes, data relationships, and designs fit the needs of end usersLeverage Agile principles and best practices to aid engagement team in building and maintaining a comprehensive and executable backlogPlan releases and upgradesFollow progress of work and address production issues during sprintsRefine agile methodologies based on results and customer feedbackConduct Functional & User Acceptance Testing

Product Manager for all Gaming Software for Alienware & Dell Gaming product linesWork closely with a broad range of stakeholders to develop and execute products from ideation through launchWork with Customers, Designers, Hardware & Software Engineers, Validation, Product Marketing, Executives, and other key stakeholders to define and maintain product roadmaps that align to overall business strategiesSet product feature prioritiesTranslate business needs in to product requirementsCreate User Stories & Epics in Jira and maintain up-to-date backlogsVerify all features meet requirements prior to launchProvide day to day guidance for Core Team

Manage multiple products within Dell's Support websiteConduct Market Research, Process Analysis, Needs Assessment, Competitive Analysis, and Preliminary Cost/Benefit Analysis to align technology solutions with business needsSolicit input and feedback from internal and external stakeholders to develop and refine business and technical Product RequirementsEvaluate User and Business Requirements to build and define new Product Specifications, User Stories, Epics, and DefectsDevelop long-term Product Plans, define engineering time and cost estimates, and ensure alignment to broader business goalsWork closely with multiple engineering teams to develop and refine Roadmaps, Backlog Prioritization, and Sprint PlansDirected product refinement efforts which resulted in a 20% improvement in average site-wide loading speed, 6% increase in Customer Satisfaction scores, and 5% reduction in Inbound Support volumeCoordinated Backlog Refinement processes, resulting in an 80% reduction in Product Defects / BugsWork collaboratively with a globally distributed teamDevelop and refine Test Cases and QA plansParticipate in Product Launches, Quality Testing, and provide final sign-off on Feature and Bug-Fix acceptance

Work with Engineering, UX, Sales, Marketing, and Customer Support teams to create User Stories and Feature RequirementsCollaborate with internal and external stakeholders to prioritize User Stories and Bug Backlog to maximize business impactWork with engineering team to scope User Stories, Epics, and BugsGather and analyze customer use-case data to determine product needsPerform Market Research and Competitive AnalysisPerform QA testing and debugging for new products and features, make final determination on Feature and Bug acceptanceAct as product SME for Customer Success, Enablement, Sales, and Marketing teamsCollaborate with engineering team to plan bi-weekly SprintsCreate and implement all Product and Customer Support processes from the ground upDefine Support and Product SLAs, escalation processes, and Severity Level qualifications Build and monitor metrics for Product and Customer Support teams using Zendesk Insights / GoodDataMaintained 100% Customer Satisfaction rate across Product Support and Customer Support teams for the entirety of my tenureFront-End development using HTML, CSS, & JavascriptManage teams providing support to Mid-Market and Enterprise customers using the Get Smart Content platformTroubleshoot issues with third-party APIs, enterprise websites, and internal platform issuesAuthor Knowledge Base articles, manage quality and consistency of all articles

Provide Technical Support to Enterprise customers using the Spredfast suite of Social Media Management toolsCollaborate across multiple departments with internal stakeholders to advocate customer needsPartner with Executive Team and Internal Sales to understand and alleviate customer pain points and ensure renewalsDevelop and maintain Best Practices, create and maintain codified systems to prioritize Feature Requests and Bug Fixes across multiple productsCreate and implement changes that led the Support department from being a leading source of customer complaints to a team that has won multiple Forrester awardsMentor and train new team membersMaintain up-to-date knowledge of all supported Social Media platforms and stay abreast of Breaking ChangesParticipate in on-call rotationAct as SME and Customer Advocate for New Product Development, Sustaining Engineering, and Services teamsGather and analyze customer use-case data to determine product needsPerform Market Research and Competitive AnalysisWork closely with Scrum Master to create and prioritize User Stories

Facilitate merchant-side integration via remote access or in person as requiredMonitor network uptime and respond to network alertsMaintain up-to-date knowledge on all supported POS systems and their specific software integrationsDevelop and maintain internal and user-facing documentation for setup, training, and troubleshootingDevelop and maintain "Best Practices" guidelines for Support and Account Management teamsSalesforce.com administrationAssist QA team in testing and debugging new products and product updatesAssist Sales and Marketing teams with strategy, understanding of the Tabbedout user experience, and Account ManagementRespond to support requests from end users, merchants, and business partnersParticipate in after-hours support rotationMaintain strict stewardship of customer-facing merchant information using Django framework

Training and mentoringMaintain ownership of numerous tickets via email and webformMeet SLAAdhere to quality and service standards in all customer interactionsKeep up-to-date on rapidly changing policies, procedures, and technologiesDevelopment of customer service policies

Support Microsoft Forefront Online Protection for Exchange and Exchange Hosted ArchiveMaintain ownership of multiple tickets while fielding Tier 1 and Tier 2 callsMaintain SLA on all tickets using 4 different ticketing systemsTracing emails via Linux servers, Header information, and Microsoft Exchange systemsStay abreast of changes in products, technologies, and policiesMentoring and assisting Tier 1 agents

Handle all follow-up on Verizon Fulfillment issues for over 100 accountsManage, sort, and assign all incoming emailsInterface with clients, carrier, and end-users for any issues during order processingAct as team's Point-of-Contact for upper management and other departmentsMaintain up-to-date knowledge of Verizon Wireless business practices, policies, and contract changes for over 100 accountsMaintain records on internal and external systems for continuing and resolved issuesSupervised teams of up to 25 people as requiredTrain newly hired Fulfillment Specialists

Third level inbound technical supportDiagnose and assist customers with issues relating to Cable TV, Internet, and Digital phone servicesWork in a high work-load environment while maintaining top tier ratings for handle time, first contact resolution, and customer satisfactionHandle billing issues and collectionsCoach colleagues in troubleshooting and issue trackingMeet sales goals without compromising handle time or customer satisfaction

Tier one inbound supportFirst-contact and follow-up email supportSupport all Blizzard products, a software catalog dating back over 15 yearsDiagnose and troubleshoot a wide array of hardware, software, and networking issues with customers of varying technical ability in both Windows and OSX environmentsAssist in training and mentoring programs for new employeesCoach colleagues in troubleshooting and issue trackingAlpha and Beta testing of upcoming software releases

PC Hardware and Software repair - virus and spyware removal, registry and driver issues, software and communication conflictsDiagnostics and estimatesCustom PC buildingNetwork design and implementation on levels scaling from home networks to medium-sized businessesOS installation and system imagingInstallation and maintenance of Microsoft Exchange ServerCustomer service in shop and on site, including emergency on-call troubleshootingInventory management, invoicing, billing follow-up, and collectionsAny and all other duties as required by customers

Tier one inbound supportSupport multiple applications, including those based on Microsoft Access, MS-DOS, and web-based softwareMentoring of newly hired techniciansMaintain top tier quality reviews while achieving minimal handle timeConducted training classes on new policies and procedures, call handling techniques, and resolution of new issuesAct as Technical Lead as required, supervising as many as 100 people at a time